Hello sir/madam
Myself neeraj aggarwal. I brought an hp laptop 15r074tu with serial number cnd4348fpx on 22 october 2014.
At that time i avail some exrended warranty for three years from hp.
Since then i had used accidental warranty thrice in year 2015 and 2016.
At that time also i asked the customer care executive and he confirmed that my laptop has extended accidental warranty for 3 yr.
Since last 2 months my laptop usb port microsd port and dvd drive was not working properly. Though my audio jack and charging slot was perfectly fine and working normally.
Since 2 months i tried calling hp customer care for multiple times as the hp tools were updating and finally got succeeded to lodge a case id on 19th september after i had a talk with senior executive.
The service engineer was appointed from hp service centre princep street kolkata for the dvd drive replacement and to look for other usb and microsd ports on the same day but he come to onsite afte a long delay of 17 days. On 6th of june when he came he checked the laptop changed the dvd drive and said motherboard need to ve replaced.. Then he started looking thoroughly to the laptop and found a small 1cm of plastic ring covering the audio jack is absent.. He said this is accidental damage and motherboard damaged due to this.
I asked him how can the motherboard damage due to this small broken plastic ring when the audio jack itself is working properly. He said he dont know the reason but this is the only reason of damage.
He said avail the adp for the same. I said ok i have adp also. But i dont know the cause of damage as i was unaware about that small hidden break. He said put any reason that doesnt matter.
When he was assembling the laptop he found that there are multiple lines in the lcd screen. He shifted the ram slot from primary to secondary and it started working normally.
When i asked what happened with the primary slot he said there may be dust and i need not to worry about that he will clear on successive visit. He raised the claim for adp.
Thereafter a msg came to me that adp norms are not for my laptop.
When i now called customer care the tools were still updating and nobody was taking my concern on a serious note.
Then after repeated call they allow me to talk to supervisor mohit. He lodged my complaint and requested me to hand over the laptop to the hp service centre on 10th october morning and they wil have to repair it by 10th evening.
I said okay i will go. When i reached there the person was not understanding the concern on serious note and said he wil tell when it can be repaired.
He allow me to leave and after half and hour he again called me to come again to fill up adp form which he forgot that time. I again went there and he said he wil tell when it can be repaired.
In the evening i again called customer care
This time i had a talk with supervisor sandeep. He assured me that my laptop will be repaired by 12th of october.
On 12th of october a call came twice from there side that my laptop is not under adp.
Now there are many concerns here:-
1. Hp customer care tools are updating since 2 month that to lodge complaint you have to have a lot of patience
2. Service centre sent the engineer on field after a delay of 17 days.
3. Engineer was fabricating the fact just to convert the nornal warranty into adp and unable to answer why and how motherboard can damage with such small crack where audio port itself is alright.
4. Engineer said primary slot has dust and will treat in successive session but service centre didnot repair that primary slot also which was damaged after opening the laptop by service engineer.
5. Service engineer asked me to convert it into adp.
6. Even after so much sensitive issue service centre people asked ne to come twice for a single complaint.
7. Now the hp is refusing that i have accidental warranty for 3 years.
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