My name is Vasu, I am from Hyderabad, India.
I purchased the laptop on 25 November 2019. Within a month, screen flickering and blurring issues occurred on 19 Dec 2019. After consulting HP customer service several times, a new screen has been set up on 14 Mar 2020. HP has rejected my request for unit replacement by sighting '14 days replacement policy'.
21 Jul - Blue screen, BIOS and booting issues occurred. Called customer service and have reset the laptop for 2 times, issue not resolved.
22 Jul - Called customer care, done some hardware checks, had reset the unit with HP restore utility (from pen drive), issue not fixed. I have shared several screenshots with customer care. (Case ids: [protected], [protected])
I kept follow up with customer care
27 July – Abhishek Benarjee - Customer Relations Case Manager arranged a hardware engineer.
28 July – Engineer has thoroughly checked the issue and performed some advanced troubleshooting. He has come to a conclusion that the SSD and the Hard disk drive have been corrupted and to be replaced immediately. He informed me that his team is going to report the same thing to Abhishek
29 July – Requested Abhishek for replacement o[censored]nit as the both SSD and Hard disks are failed, but my request was denied by him. He said he can only replace the parts, not the unit. I asked them what if I deny replacement of parts, but there was no clear cut answer from them.
Still, I have been requesting them for replacement o[censored]nit, but all my requests have been rejected.
There was no proper communication from anybody since last 1 month. I have been experiencing mental torture from then and I am still waiting for them to replace my laptop. I also had told them if HP is not in a position to replace the unit, I have no other option than approaching the consumer forum, but I am yet to contact them.
Both my personal and official work have been badly affected due to these issues.
I believe, the 14 days replacement policy cannot be implied to all the cases of laptop issues. In my case both SSD and Hard Disk drives are crashed, which means the entire laptop has gone crashed.
I tried putting the things precisely. Please help me with replacement o[censored]nit. I am available to discuss on my mobile no. [protected]. Thank you.
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I had tweeted to one of the HP higher officials about this. But same people have called me today to say the same words 'We cannot give you what you wanted'. I also requested him to extend my warranty for an year but they did not agree for that, they said they will think of extending it for 2 months.
Can anyone tell me how to go ahead with filling a complaint against HP for this issue? Thank you.