I went to one of the authorized service center (HTP Systems Pvt. Ltd., Goregaon West, Mumbai) from HP (http://www8.hp.com/in/en/support-drivers/contact-centers/commercial/west.html#Mumbai) and they cheated me. They have spoiled my laptop (HP Pavillion DV5T-1000 CTO).
My laptop was having some issues with Display (it was intermittent). However, the external display from the laptop was working perfectly fine.
On 17-April, I called HTP Systems Pvt. Ltd. and checked whether they are authorized and can they diagnose the issue (after explaining the symptoms). They said yes, and also said that it might simple issue of cable or connectors getting loose during day to day operation. I also checked with them that whether I have to leave my laptop with them or can they diagnose then and there. They said, I will only have to leave the laptop in case they have to replace any faulty part (which might take a day) or else for diagnosis, there is no need to leave the laptop.
On 18-April, in the afternoon, I took my laptop to them and met Mr. Jayesh Ragav (so called Engineer). He saw my laptop and said only raster is coming and no display, which I accepted. He said, it looks like a cable issue, but need to diagnose by opening the laptop. I said that I am okay with this and took estimated price of the cable and I waited. Few minutes later, he said that he has some other works to be completed, so to leave the laptop and he can diagnose in dedicated time and will update me next morning (On 19-April). He prepared the “Received Challan” for me mentioning my laptop model and serial number and I left for the day.
On 19-April, in the morning, I called him up and he said he’ll call me back in few minutes. After 15-20 minutes, I got his call and he said that he has diagnosed the issue and that the cable is faulty. He said he’ll try to repair it and if that does not work then I’ll have to go for replacement. I again confirmed the cost and he said it’ll be around 2, 500/- taxes. I said I am fine with it. He said he’ll updated in the afternoon that whether repairing will solve the issue or I need to go for cable replacement. I waited for his call. He called at around 3pm and said the there are more problems like the whole of my LCD screen has gone along with the cable. I was shocked hearing this. Then he added that he tried putting in a different cable and screen, which works fine. He gave an estimate of 11, 000/- taxes. I went to the HTP Systems office in some time and there my laptop screen was open and there he explained me the same thing again. I found this thing very goofy that in the morning he said something and now he is saying something. There is no guarantee that after putting in these parts, they might come and say that my NVIDIA graphics chipset is also gone and my motherboard is also faulty. So, I asked him to pack and return my laptop in the same condition as it wasy. He said, “mere ko aur bhi bahut kaam hai” and he refused to pack and give it me and said to collect it the next morning anytime after 9:00 am. I had no option but to leave that day.
On 20-April, I went to HTP Systems at around 9:30am and Mr. Jayesh was not there. I enquired on the reception and got to know that he’ll come late and that he has kept the laptop with someone else in office and can collect from reception. When I saw my laptop, I did a quick check to see the condition and found that the screen raster is no more appearing and my screen was dead. I asked the lady in reception to contact Mr. Jayesh. When I got over the phone with him, he said it is in the same condition as earlier and either pay for the faulty components (Rs. 11, 000/- taxes) to get it fixed or pay (Rs.750/- taxes) diagnostic charges and take the laptop in same condition. When I tried to poke further on the raster display thing, he got frustrated and said “aap jhoot bol rahe ho aur jo karna hai kar lo” and banged the phone. I then checked for the manager of HTP systems and explained him the full story. He said he’ll check with Mr. Jayesh when he is in office and ask me to leave then and that he’ll update me later on the issue. I left for my office and when I was about reach, I got a call from the Manager and he said if I can come back to HTP systems and would like to have face-to-face conversation between three of us. I reached there along with one of my friend, who was also there with me on the day (18-Apr), I gave my laptop for repair. There, in a closed cabin, we got in arguments and Mr. Jayesh was not ready to accept anything on whatever he said earlier regarding the Display issue and finally screamed around and left the cabin. I asked the Manager to give me the details of the diagnosis along with the parts and there serial number which are faulty (according to Mr. Jayesh). The manager checked with the head of HTP Systems and refused to give me anything in writing. He said, at most he can mention the fault over the bill details, which was definitely not accepted by me. I asked the Manager to let me speak to the head of HTP systems and he said that the head is a very busy man and I cannot speak to him. When I insisted, he asked me to come on the next day and he’ll try to arrange something.
On 21-April, the Manager called me up in the morning saying that he has spoken to few vendors and can arrange the LCD display and the cable for Rs.10, 500/- taxes. He also told that he can provide me a diagnosis report mentioning the faulty parts but cannot mention the serial number. Regarding speaking to the head of HTP Systems he said he’s busy today in some other event and cannot speak to me. Now this was ridiculous.
I was left with no choice but to collect my laptop in more faulty condition than it was earlier. I went to their office in the afternoon and collected my laptop paying Rs.827/- (750 taxes) as diagnostic charges and a diagnosis report mentioning the fault with LCD and LCD cable and no mention of serial number / part number. I came home and plugged in the laptop with external display (and thankfully that was still working fine), but I got another surprise and a new hardware is found on my system. I checked out the details and came to my surprise that my webcam (integrated on display panel) has been replaced. Earlier was having HP original webcam and now it is some webcam from VEGA systems. I checked on the quality and it was pathetic. I immediately called up the manager of HTP Systems Pvt. Ltd. to inform this and he was not ready to accept that this could be case.
Now, I need suggestion on how should I pursue this issue with HTP Systems. Pvt. Ltd.
Also that I have lost trust on these authorized service centers, what are my options?
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