HP
HP Laptop

Dear Support,

I would like to share my “HP experience” – my intention is not to highlight how poorly managed is HP – allegedly one of the world’s best companies, but to highlight how such “world’s best companies” are callous about customer service in India. I am doing this through your forum as I believe that it will make the necessary impact and send costly signals to companies like HP to improve their performance.

I hope that this is not an imposition on you and that you appreciate my objective and efforts.

I have an HP laptop and is not functioning since 24th October. Here’s what happened – on 24th October the hard disk developed some faults and the computer failed to perform. We reported the exact problem both to our vendor and HP, with a request to get the required spare parts and repair the computer. However, the service engineer came to (simply) confirm the problem and ‘made a promise’ to get back with a solution. This was done on 3rd November. Since then, I have been waiting to get my computer repaired – it has been about four weeks and all we have is amusing (and very frustrating!) excuses – for example ‘Sir the part is not available in Mumbai, we will procure from Bengaluru, please give us 3 days’ thereafter, ‘Sir the part is not available in Bengaluru, we will procure from elsewhere, please give us another 3 days’ and thereafter, ‘Sir the part is not available in India, we will procure from elsewhere, please bear with us’ and finally, ‘Sir the part is not available anywhere on the earth, however, we are hopeful to solve your problem by the end of this month’ and to top it all ‘Sir you are not the only one facing a problem, we have similar problems for the past 3 months, we are hopeful to find a solution’

I am appalled to see how well trained the HP staff is to bide time and hold customers at bay. Btw, this spare part is available on e-bay – therefore, is it not fair to expect HP to provide better service than what have? While HP makes promises of prompt service, the reality as you may have appreciated is quite different. You will agree that, all of this means that I (the customer) suffer and regret buying an HP laptop, while, life just goes on as usual at HP. At best, the HP team will continue to ‘do their job’ and at worst, HP is likely to see customers like me walking away in the future. Is this a costly enough signal for HP? I don’t know. However, if your forum highlights this grievance and helps to push HP deliver better service, I think we all will have done our little bit to improve state of affairs.

I look forward to hear from you and to your kind co-operation.

Thanks and Regards

Sanjay Kulkarni