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Respected Sir/Madam,
I, Bijoy D (Invoice Name: Bijeesh D), residing at Aislings Aringannoor PO, Karingannoor, Kollam, Kerala 691516, am writing to file a formal complaint regarding the poor service and lack of coordination I have experienced with HP India. Despite multiple attempts to resolve an issue with my laptop, which is still under warranty, I have been met with automated responses and no meaningful action from your support team. Below are the details:
1. Product Information:
Product Name: HP ENVY x360 13.3 inch 2-in-1 Laptop PC 13-bf0000 (552D6AV)
Purchase Date: 06/10/2022
Purchase Price: ₹1, 12, 699.01
Invoice Name: Bijeesh D
Warranty Status: Valid (Under Warranty)
2. Timeline of Events:
October 5, 2024: I lodged an initial complaint about an issue with my laptop. Despite providing all relevant information, HP created multiple case IDs (Case ID: [protected], Case Number: [protected], CRM:[protected] with no concrete follow-up or resolution.
Multiple Attempts to Resolve: I have repeatedly contacted HP through calls and emails, but have only received automated responses or unhelpful replies from support agents. The technician who visited my location even brought the wrong parts and mentioned that the issue was not caused by me. However, nothing was resolved, and no proper steps were taken afterward.
3. Issues Faced:
Automated Responses and Lack of Coordination: Each time I attempt to reach out to HP, I receive automated replies that do not address my specific issue. Different case IDs are created, but no one seems to be properly handling the situation, resulting in a frustrating experience where I am constantly repeating myself.
Closed Case Without Resolution: Shockingly, I received an email stating that my case was closed, without any explanation or resolution. This lack of accountability and disregard for customer service is unacceptable, especially for a premium product like this.
Failure to Respect Customer Time: I am a busy professional, and this issue has wasted an unacceptable amount of my time. HP's negligence and lack of response have caused significant disruption to my work. The lack of communication and failure to provide solutions is utterly disrespectful to customers like myself, who invested heavily in this product.
4. Complaint Background:
Before emailing HP, I also tried contacting customer support via phone, but was met with automated replies and no direct assistance. It seems impossible to reach anyone at HP who can actually resolve the issue. This level of customer service is inexcusable, and I believe HP is failing to provide the basic level of support expected under the terms of the warranty.
5. Relief Sought:
Given the significant inconvenience, the professional impact, and the failure of HP to resolve this issue, I am requesting the following:
Immediate Repair or Replacement: I demand that HP either repair or replace the defective laptop under warranty.
Compensation: In light of the time wasted and the inconvenience caused, I am seeking compensation in the sum of ₹50, 000, as deemed appropriate by the forum, for the mental distress and professional harm this has caused.
Penalty: HP should be penalized for its failure to fulfill warranty obligations, provide proper service, and for the continued misuse of customer time with meaningless automated responses.
Refund (if necessary): If HP is unable to resolve this issue through repair or replacement within a reasonable time, I demand a full refund of ₹1, 12, 699.01.
6. Impact on My Work and Decision to Phase Out HP Products:
As the country manager of my institution, I am responsible for ensuring the efficiency of operations. HP’s poor service has not only affected me personally, but has also forced me to reconsider using HP products within my institution. Due to the service failure I have experienced, I will be phasing out all HP products. I cannot allow my institution’s operations to be compromised by a company that clearly does not value its customers.
7. Contact Information:
For further communication or clarification, you may reach me at:
Official Number: +[protected]
Indian Number: +[protected]
Email: [protected]@gmail.com (Invoice name: Bijeesh D)
I am attaching all relevant documents, including screenshots of communications, WhatsApp chats, and emails, to provide further evidence of HP’s failure to resolve the issue. I trust that you will handle this matter with the seriousness it deserves.
8. Conclusion:
HP’s handling of this situation has caused me significant distress, wasted my valuable time, and impacted my professional reputation. I ask the Consumer Forum to intervene and ensure that HP meets its obligations under the Consumer Protection Act, 2019, and provides the appropriate resolution without further delay.
Thank you for your time and attention to this matter.
Yours sincerely,
Bijoy D (Invoice Name: Bijeesh D)
Aislings kringannoor PO, Karingannoor, Kollam, Kerala 691516
Contact: +[protected] / +[protected]
Email: [protected]@gmail.com
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