HP India — Unresolved Complaint pending sice 12th June 2021

Address:

203 Sai Arcade, N S Road, Mulund West, Mumbai 400080

We raised screen issue for our device HP pavilion X 360 convertible laptop on 12th June 2021 via a mail we tried to connect with HP without any conversation with me they dropped a mail stating issue is resolved on the same day to which I responded and also tried to call on the toll-free no provided in mail conversation. This toll-free number provided was asking for extension no – audio recording of same was shared with HP.
On 14th June 2021 we again got same mail issue is resolved…
I Tried to connect HP via call but was unable to connect via calls so tried connecting via Whats app on 16th June 2021 –
wrote issue and shared an invoice –
got a reply from hp executive – requested to share 360 Video –
Me Shared the video –
Executive – Is the screen broken Internally? –
Me how to find out whether its broken internally?? –
Executive share product no, id name and email address to which I shared him my details and got a revert unit is not covered under any sort of accidental damages and requested to visit HP service centre.

17th June 2021
I again tried to connect with HP executive via whats app and same process again highlighting the is issue and shared the video again. They asked for product serial no – I again got same revert from this executive “not covered under any sort of accidental damages and requested to visit HP service centre.
I asked if we lodge a complaint can any tech person can come and check device?
The answer was no. the executive replied it’s a physical damage no inspection needed.
I told that’s the reason I am telling for someone to check its lying-in cupboard since a months’ time no one is using this how can a damage come up like this.
For this I got a revert from executive that this is damage and you need to visit for this to fix up your issue.
They asked me apart from this any help needed to which I asked to help out with operating HP service centre details coz I tried few but they were not responding. I shared their name and no so they can suggest for other centres.
Executive shared details of 2 centres one was nearby and other was far from my location.
I tried to connect with the details of service centres provided by the executive past night but both were not responding so I again tried to connect with executive to check if they can help. anther executive also shared same service centres as previous one.
In evening I again tried to connect with executive and shared details about service centres I already tried to connect with..
Executive – Plz share below mentioned details – name country phone no, email address, product no, product serial, operating system.
Me- I shared details
They again shared the details of same service centre which I shared with them.
Me – this centre I already tried connecting with there is no response from them
Executive – contact them before visit or mail them they will reply back in few hrs.
Me – I tried connecting with them and also mailed them since yesterday – didn’t find any response and the first service centre details shared the voice note I am getting in other language – I guess it was Tamil or Telegu.
Executive – I ve shared details as per pin code.
Me – I again shared all service centre details and told that I tried to connect with all
Executive – this might be due to existing covid situation and again try email and all
Me – Tried everything just try to find operating service centres so can visit.
Executive – suggested to call between 10 to 1 and assured I will be connected. Then asked me why do I need to visit service centre
Me – screen damages and all
Executive – accidental damages not covered.
I ended my not….

This story went up to 22nd of June I always got same reply and same service centres details.
Then finally on 23rd June 2021 I got connected to HP via phone.
After registering my complaint, I got a wrongful mindset that finally it done – I got my case no and I shared images and all of my product. It has reached technical team and now I just have to get update on my case that’s it. Things will be resolved now.
The person who assisted me was kind enough and also assured that it will be resolved in next 48 Hrs.
I asked him if he can help me with the quotation and all for fixing screen issue. He said that they need screen’s part no which is to be replaced and all I didn’t have those details so I told I will get it by calling customer support he told ok and we hanged up.
I tried connecting with HP customer service no again for screen’s part no – the person I connected told me u need to connect on 7170 at the end for technical support – I conveyed him that I first called there on that no and they told me to connect on 4747 so I called on this no for that part details – he asked me who told and then he connected me on 7170 an was on parallel line for knowing what’s going on – I had word with other executive and he was listening I gave case no and all the executive told me yes this issue is raised and I asked him for screen’s part no as asked by other executive- the other guy whom I connected on 4747 was listening and after improper response from his colleague he asked him if you ask clients for screen part no how will they know – if we sell a product all details are in our system which product it is – what all parts are used in tis product etc.. that guy had no answer as he was not able to check that in the system and told will respond in 24 to 48 Hrs.
As 23rd was Friday and Sunday is not operating I thought will wait for revert from their side. I waited till 28th June 2021 there was no response nor any communication from HP.
I again mailed them with case details on 29th June 2021.
I got a system generated reply and no one from HP bothered to look on the issue raised.
I Called them and raised and issue as case was already created – the executive assured me that it will be resolved in next 24 – 48 hrs but nothing such happened.
Surprisingly I got a mail from on 02nd July 2021- subject was quotation I thought finally follow up is fruitful – what I see is a quotation for onsite visit charges without any product details or quotation for same.
I called customer care to find out and again they asked for my product details. Images of the product, quotation details which I received and all. After sharing full details, they told will connect in 24 to 48 hrs I told to make a not that connect with product quotation as well. In conversation executive tells onsite charges won’t apply as your product is under warranty on asking their full name and employee code, they don’t wish to disclose details as they are also aware who is wrong and won’t be at blame. So, this executive conveyed me I assure you that it will be resolve – this was my 16th follow up with HP executives so far. I told ok and then was waiting for update.
Again, on 07th July I get a mail from HP – same quotation attached as of last time – after calling same answer and this executive promised to resolve issue within 24 Hrs.

I don’t know after this ever in my life I will buy HP product anytime. Writing it so people have clarity before buying – I am buying Hp products since my school days our engineer used to always tell us it has may service centres and that’s the main reason to buy India – But let me tell you service centres on records and actually operation service centre is a big thing.
Thanks for reading my post hope it helps you make an informed decision…
Regards
Himanshu Baliya
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