HP India — Warranty Mismatch and Damaged Item

Website:

www.hp.com/in-en/shop

I have placed an order of "HP -Pavilion 14 laptop" Model - DV0055TU in the HP online store on Aug-18-2021.

1. I received the item on "Aug-23-2021"
2. Then immediately, I verified the warranty by unboxing the laptop, and within seconds, I realized that the warranty was already Active from "July28-2021" which also covers under "Extended Warranty" and is not covered under "Base Warranty".
3. Here, I realized that there is some fishy about this laptop and immediately packed the Laptop and raised the complaint by asking to either refund or replace the item with where "I can activate the warranty with my own hands"
3. On 24th-Aug-2021 - A Senior agent Named - "Sandeep" started communicated with me and assured me to wait for "24-48 hours" to get the resoloution.
4. They took their sweet own time and have not responded to me even after a week though i tried to reach them multiple times.
5. All, these days, I clearly mentioned in my calls that the laptop is very sensitive, keeping it with us may have some scratches or some issues. Kindly, arrange the pickup and also I am not using to avoid the further issues.
6. Meanwhile, with "Sandeep" permission, I opened the laptop to use on Aug-29-2021, and after 20mins usage, I realized that there is a tiny crystal stuck to the Laptop screen, which may damage the display in the long run. It is not the damage. But, I can sense, that may lead to having damage in the future.
7. Instantly, I tried to reach the "Sandeep" to keep him updated on the observations after usage. But, 29(Sunday) and 30(Krishnashtami) are holidays for them.
6. On Aug-31-2021, a new so-called manager called "Samir Das Gupta" has reached me and told, that warranty mismatch is common in "HP" and they can adjust the dates as per their wish by seeing invoice and we should only trust their policies and accept the Laptops. and the resolution he told me was that he cannot replace the laptop.
7. Then, I immediately conveyed my observation as well, and he asked another 24-48 hours to discuss and see the possibilities, and asked me to share the images.
8. Then, he called me on "Sep-01-2021" and told me that as this is an out of box issue, this cannot be handled under warranty - "But, being a brand new HP laptop, we can consider it as an excuse for the first time and replace the Screen.
9. We argued, and I asked, how can you call this as Justice, to replace the screen for a 1-week old laptop for your mistakes, and also I asked the proof to show me the images of proper laptop shipped, and also asked to include "Sandeep" into the call to have a proper resolution.
10. But, instead of solving the issue, he disconnected the call by saying that this is the decision we have taken and this is the final solution in your case".

My Understandings through this purchase and conversation:

1. They won't have any return policy unlike "Amazon or Flipkart"
2. They can send the damaged/refurbish/NotCoveredUnderBaseWarranty laptops, and if we found a mistake - They can modify the warranty dates, that the customer is forced to accept that HP won't cheat.
3. Their invisible manager's decision is final and the customer doesn't have any choice to question or challenge their decision.

My Conclusion:

1. Never, ever even dare to buy an item from these guys who won't answer you or respond to you after buying.
2. keep in mind that the sales guy who will convince and literally begs you to buy the product from them won't even care about the issues, and he will simply answer that we are not responsible for post-sales and services issues.
3. Ensure, that the amount you are spending is just like a "lottery ticket", and if you are lucky - you may get the good product, and if you are unlucky - your money is gone -as there is neither return nor refund.

My Expectations:

1. Why do I need to accept the Screen replacement for the 5-day old Laptop?
2. Why my laptop warranty was "Activated" from distributor and covered under "Extended Warranty"
3. How you can change the warranty dates after complaining?
4. So, you mean to say, that you people can play however you want and no fixed protocol.

HP Order Number: [protected]

HP Case Number: [protected]