Hp — Manufacturing defect + horrible service.

Address:	New Delhi, Delhi, 110065
Website:	www.hpshopping.in/home

I purchased a hp notebook on june 11, 2016 bearing the following details -
Serial number - cnd546082h
Product number - n8m17pa#acj

At the time of purchase, i also purchased a 2 year extended on-site warranty and an insurance package.

The laptop is barely a year old and it has dead pixels on the screen. I made a complaint on june 7, 2017 for the same and i was connected to a krishanu das who asked me for further details and pictures of the screen. Ultimately, i was told that an engineer would be sent to my premises within 4-5 days.
(The case number for this interaction - [protected])

As promised, an engineer came on june 10, 2017 to replace the screen, but he said that he would not be able to replace it since the dead pixels were visible on the screen even when the laptop was switched off, explaining that he would need to get approval before replacing the screen. He said he needed to check with his supervisor first whether to label this as a manufacturing defect or customer damage. Basically, to decide whether it would be covered by the warranty or not. He said he would get the approval and come back.

They sent another engineer today, june 13, 2017, with an approval to replace the screen because they had finally accepted that it was a manufacturing defect, but according to engineer, the product code on the screen does not match with the product code of the screen that they have in their database. The engineer called the supervisor and according to him, if the product code of the screen does not match with the details that they have in their database, it will not be covered by the warranty and i would be charged for replacing the screen.

I purchased an extended 2 year onsite warranty hoping for better and more convenient after sales services, but its barely been a year (Which comes within the usual warranty period promised by hp) and this is the kind of service that they're providing. I am stuck with a laptop screen with dead pixels that are spreading. There's another dot in a different place now, of which i have attached photos.

I really don't understand what hp is trying to play at here. It is one thing to insinuate that i damaged the screen of my laptop, but what are they trying to insinuate now? According to them, the product's details don't match with the details that they have in their database, so is hp really trying to insinuate that i changed the screen of my laptop, or the product code? And that's why they would charge me for replace it? Whose fault is it that the details entered into the database and the details labelled on the product do not match?

I am definitely not going to pay one paisa for this and i expect this matter to be resolved at the earliest. The case number allotted is [protected].