I own a HP Pavilion Notebook DV9704TX, It was bought in last year Jul08 and is presently under extended care pack. A few days back I noticed that Hinge of its Lid-On the side where locking mechanism is fitted has got broken and decollated from inside. There was no rough use or any other physical damage to the notebook. On reporting to service centre on 03 Nov 09 they took in my notebook for inspection and told me come after two days for further info. On my revisit to the service centre to my surprise I was informed that since it’s a Physical Damage it’s not covered under warranty, On further query I was told that, "we have no such obligation to convince the customer". Thereafter I contacted the toll free-Costumer Care today and was told that they are having a review on the case and will be informed as soon as possible. During my conversation with Costumer Care executive I was informed that on rechecking he Engr from service centre has reported that there are number of physical damages and even there are some screws missing, though I have those four have screws with me and an original Service Call Report that clearly says that Hinge Broken from Inside. With above as my submission I would like to lodge a complaint for this problem being faced by me. Notebook Serial No CNF80409CS.
Complaint Lodged With HP but with no avail or even a humle reply- Number CCHSAP242514
I tried to explain them that it is purely due to some inherent defect and since there is not even a scrach anywhere, and the part which is cracked is not acessed by the user, but to no avail as they come back with only one answer that it is physical damage, i feel helpless as cannot understand to whom to address the complaint as I am sure that what I am asking is not a part of exclusions in the terms and conditions of the Extended Service Plan that I am holding.
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