hp india - Even after making payment hp did not provide replacement nor refunding the amt

on *nd nov ****, contacted hp for a paid touchpad replacement for my hp x* *** g* model. i was informed that it was available with them for which they will send the quotation. if i find the price feasible i'll have to pay online & their service engineer would do the replacement at my place (i do not have to visit their service centre). quotation amt will include the price of the touchpad as well as the service charge for doing the replacement. i agreed to their procedure & they said they registered my complaint. accordingly after approx. * months delay i was sent a quotation of rs *,***/- which i paid & they confirmed the payment. but then closed my complaint (no reason stated). on inquiring i was informed that they stated non- payment by customer. on warning them against filing cheating case, they re-opened my case again & sent a very unprofessional service engineer at my place. his conduct was very inappropriate while dealing with any lady customer (imagine following a lady customer halfway to the basin & staring at that lady. luckily i wasn't alone at home). after wasting alot of time, he informed that no such touchpad is provided by hp & asked me to forget about the replacement & not to bother them about it. When asked about the amt they collected on the pretext of providing the replacement- he clearly stated, he did not carry any replacement & nor was the amt for any replacement, it was just for visiting my place & stated that is what they call service charge. but why visit without the part? & what service, when he did not provide the replacement? why didn't he inform that he was not having the specified part- when i asked him at the very start? why hp registered my case in the *st place, when according to their service engineer the said touchpad is not provided by hp. on contacting hp in his presence- he suddenly said that he needed a no. from my laptop, for which he disassemble my laptop completely & in the process broke a part of the laptop hinge- on informing hp, they initially expressed shock about the unprofessional attitude of the service engineer as well as on charging such a big amt in the name of service charge & assured of resolution. but till date no resolution. later hp justified their service charge saying cost of petrol (when the distance was *.*kms only). quotation clearly states part no, quantity, unit price & gst but they are calling this as just service charge- how can this be? (* months over- my complaint still unresolved). I faced cheating, humiliation as well as harassment. i wrote to hp india (h.o.) & informed them about this whole case in detail, but they took no cognizance. people involved are not answering my calls also. (evidence i have: the quotation, their payment confirmation, the complaint no. the broken hinge part).