Hp — Issue in the new branded HP Laptop - Defect Product

This is for your kind notice that I brought my HP Laptop - Envy 15-ep0123TX from SOUNDRY COMPUTERS, Shop No: S12, HP World at VR Mall, Anna Nagar, Chennai on 29th December 2020 worth of Rs. 1, 50, 000. The laptop was in good condition for 1 year and 4 Months. I got this laptop for education purposes only.

On April 25th, 2022, suddenly my laptop was not getting switched on. I plugged in my battery but still the system is not getting switched on. And the battery power indicator was blinking. Immediately I followed the procedure as follows:

1. I called HP Support number[protected] on April 26th, 2022, at 07:47 PM. They gave me the HP service person contact number (+91 – [protected]). I tried calling but the number was out of service.

2. Then I made a visit to HP Authorized Service Center in Skypro Technologies Pvt Ltd T.Nagar, Chennai. They did not diagnose the laptop and said they need three days’ time to let us know what the issue is. I asked that my data and files are inside the laptop and give me the backup. They suggested me to go out to any Service center to get the data out as the laptop is not in warranty. I wanted our HP system to be safe and secure, by considering the safety aspect of my files and system, I reached the HP authorized service center; however, they told us to remove the backup from any service center. This really made me disappointed.

3. As my files are in the laptop and considering the safety, I did not give the laptop to any service center, and we wanted HP to investigate the issue. So, we went to the showroom (Soundry Computers, HP World) where we purchased our laptop. In the showroom they tried using different chargers, but the problem remains the same. Then they told us to call the toll-free number. As we were already disappointed calling the HP customer support toll free, we requested the showroom executive to help us. Then they called the HP support and the ticket number ([protected]) got generated, they told us the service person will visit our house in the next 48 hours. But no one from the HP service center reached us to diagnose the laptop. Instead, they sent an email of the quotation of Rs 86, 563.90 for changing the motherboard. I never expected such a latent defect.

I purchased a laptop worth Rs1, 50, 000 (in EMI) and within one year 4 months, motherboard issue and there was a quotation of Rs.86, 563.90. Is this what the solution that HP is giving me for trusting your team. I am roaming continuously calling the showroom and service center, there is no proper response. As per the HP call center, no one visited our place to diagnose but they sent a quotation. Kindly give me a solution for this. I am very much disappointed with HP and its service.

On 9th May, around 4:53 pm a person from HP call center contacted me again and insisted me to contact the same service center at T.Nagar for my laptop issue and she again directed me to the outside service center for the data backup. And she also said the diagnosis of the laptop will be free of cost.

This is not what I expected from your HP team.

I wanted a permanent solution for our laptop as it is a new laptop which was given to me with latent defect.

I also wanted my data to be safe and I wanted HP to safely take the data back up and give me. I don't want any other outside service center to service my laptop.

One year and 4 months, a new brand HP laptop worth Rs. 1, 50, 000 with only minimal usage is getting motherboard issues and HP is suggesting us to take our data from an outside service center.

I am really disappointed with your service and the brand HP. The amount of advertisement HP gives to make the customer buy a laptop, I don't think half of the effort has been made by them to the same customer who is facing an issue with the laptop. That too within 1 year and 4 months.

I need a resolution for my laptop and my data/files.
I need a replacement of my laptop, as it is a brand new latent defected one.

Kindly do the needful.