I am not sure if this is going to make any impact. But this is one of the medium I feel I can share the experience I had with HP service center and the HP itself.
As a customer there cannot have been a much worse way to have suffered humiliation and harassment from HP Itself.
I would like to narrate the story in the following steps which will help you understand my disappointment and regret.
1 . On 23-Dec, in the morning I reached the centre at 10:45 AM and gave my laptop for Servicing. Along with servicing, I was facing some problems e.g DVD Writer not reading the data and Sound used to disable itself while playing and on re-enabling the driver from device manager, it used to start again. Both these things were told to the person attending us at the reception. I filled up a service form and a copy was provided to me (Form/Service Id: T-272).
2. At the same moment, the branch manager was also present and assured me that they will provide me the diagnosis of the problems by the end of the day on 23-Dec. As assured by the branch manager, we left the place in wait for the call.
3 Till 7:30 PM, I did not receive any call from the service centre and on calling the centre back, I was told that engineer has gone for the day and will call me up the next morning to share the diagnosis.
4. On 24-Dec, I did not receive any call till 10:45 AM and on calling the centre, the phone numbers provided were switched off. On calling around 11:30 AM again, I was told engineer has yet to check and will call and inform me about the diagnosis. Please note that I was told that laptop will be provided this day by 6 PM
5. Frustrated from the lack of response from the centre, I visited the centre by 2:30 PM and was shocked to see that my laptop has not been touched at all. I went to the Branch Manager and he said to me the following himself
Quote:
I do not care about the laptops that are NOT under warranty. If you (he meant me) have a problem, please take the laptop to someone else.
Unquote
6. I still patiently replied to the manager that all I need is the correct timeline, In case they needed more time, they should inform the customer. On the same he raised an excuse that the electricity has been going off multiple times so they cant help it.
7. Frustrated, I left the place hoping to receive my laptop by 6 PM.
8. I reached the center again around 6:30 PM. My laptop was just opened at that time only. So I waited till 7:30 at the centre when I provided me the laptop which had been just cleaned. It was still to be diagnosed for the problem. The DVD writer was working after removing the dust but the Sound card was still to be checked.
9. After this, the engineer tried to start the windows, but was not able to do so and asked for ME to look into it. I told him that sometimes window is giving problem in loading and does not load completely unless restarted multiple times. It was 8 PM and I had already waited 1.5 hours in the centre looking into my own laptop for which I was paying the center Rs 1250.
10. The windows started but the sound card was disabled. I showed this to the engineer and then tried restarting it again, but it did not. So I finally asked him to keep for one more day and will collect it on Monday and asked him to check for the Sound Issue and the boot problem. He confirm if I changed the windows is it alright and I told him if the system works, I have no issues as I have the recovery Disks.
11. On 26-Dec, I reached the center around 3:30 PM and asked for my laptop. The engineer came and said the following to me.
Quote:
Sir, the motherboard has an issue and needs replacement.
Unquote
12. I, somehow controlling my anger took my non-working laptop which was working properly (for the last 3.5 years before I gave it for servicing) and left the centre.
Now I am left with a non-working laptop in which even the recovery disks are not working and the HP recovery disk has been formatted as the new OS was loaded.
As a loyal customer to HP as I have recently bought a new HP Pavillion DV6 laptop from Singapore only because of the trust I have received from my existing machine but this incident has completely destroyed the trust and I already regretting my decision of buying HP again
Following are the problems which I have after this experience.
1. I was getting a paid service done. It didn't matter my laptop was out of warranty or not, I should not have been told by the branch manager that he does not care for such laptops. This shows the commitment of HP to its customers which I am sorry to say is very pathetic and insulting to the customer.
2. My working laptop has now been turned into a waste and I have to spend extra amount for getting it fixed from other service center (non - HP) because of the attention I received in this service center.
3. I will make sure that I do not recommend the HP products to anyone which I have been doing for last few years and have made my family go for HP products.
4. Either HP should close down such centres or choose more experienced or intelligent engineers who know was to say to a customer rather than considering them a fool. Unfortunately for him, I am also a Computer Engineer and have seen a lot of such things and know whether it is a motherboard issue or not. If it is so, I was not given any explanation.
5. Ask the service centres to inform the customers in case there is a delay in the delivery. I dont think customer should be the one who has to come to the center to get the status of the laptop. I as a customer was happy in spending money on the service hoping that it would be upto the mark but sadly I came to know of the truth the hard way.
I sent the same information above to the HP Customer Feed center for India.
Since I was returned a non working laptop I had to get it shown to someone else to get it working. And apart from the sound problem the system was working fine. On being reassured by HP, I sent the laptop again to the service center and as expected was again given back a non working laptop and to the extent that I had to take the battery out for stopping my laptop from going into a cyclic on/off mode.
On informing what has happened I received a reply from HP accusing me and making it a problem that I showed my laptop some place else so that is the problem.
There couldn't have been more rude way for to have talked to me and inform me for the falsely report or trying to hide your inadequacy to handle to a laptop, a laptop which is made by your company and your service centre destroyed. I was not looking for a free service. I was paying the amount for getting my laptop serviced properly and not destroyed. As I understand, HP does not care for products out of warranty and make such rude comments.
This is the biggest insult you could have done to a customer who was getting the laptop serviced after paying the appropriate amount.
This is something I want everyone to know so that they be aware of how to handle situations where they are insulted by HP centers.
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