Sir,
With due consideration to the success of your organization, I regret to inform that customer satisfaction, at least in my instance, is not one of its bases. I have had a horrible experience, as a customer, with your organization. What follows is the details of the same along with the harassment I have had.
Case Id:8779
The first problem with my laptop occurred in November (nine months after purchase date of February 14). It developed a flickering screen along with a particular defect in the mother board. I submitted the laptop the next day in the service center at HP authorized Service Center, Sector 14, Gurgaon. And what followed was a series of submission and receiving back the laptop for around a month and a half. Finally, and thankfully, they managed to change the LCD screen and the motherboard. The receptionist gave an excuse that the delay in my case was rather an exception than a rule. Feeling helpless, I could do nothing except for hoping that the experience is not repeated.
Case Id:9643
The second problem occurred when my Laptop Adapter became inoperable in the first week of January. I immediately reported to the same service center on 5 January. I was baffled at the excuse by the same receptionist. He told me that my warranty expires on 6 January and since the last day was not included in the warranty (I still can’t solve that puzzle!), and since I had reported after 5.30 pm (read 6.20pm), they cannot accept my adapter at all. After much argumentation, they finally accepted it. I got a call from them after four days. They informed that I have to present the Proof of Purchase if I am interested in repairing or replacing the adapter. I tried to register a complaint with the customer service executive. After holding on the phone for more than an hour, the customer executive clarified the miscommunication and apologized for the ignorance of the service center receptionist (Complaint Id: 4608903961). Finally, I managed a POP from the retailer I had bought the Laptop from, and submitted the same. I get a call after 5 working days (despite the confirmation by the service center that they will get back to me within 24 hours regarding the verification of the POP) informing me that the CT No. of the adapter I submitted does not match that of the Laptop I possess. I bought the laptop from a HP Authorized retailer and I have no way of verifying that the adaptor issued by the retailer is the one that is associated with the laptop and frankly, it is unrealistic to expect the customer to do the same
After much consideration, I have to decided to approach the Consumer Court for the hassles I have suffered and the impaired adapter issued to me. The problem lies within one or the other part of your organization and I have had enough hassles due to the same. However, I chose writing to you as my penultimate step.
Hope you will take corrective action on a priority basis and restore some credibility to the HP Brand
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