Hewlett Packard Enterprise India Private Limited - HP not ready to repair the laptop

Brief facts of the case are that on ** January ****, the consumer purchased a laptop being HP Omen **th Gen Intel Core i*-*****HX **.* inch from amazon. The laptop was primarily to run softwares that need high specifications like the laptop purchased. Due to the high cost of the laptop, the consumer bought the laptop through an offer of ** months interest free EMI on the credit card.
The laptop stopped working in the last week of April and on ** May **** and the laptop was submitted for repair at the TVS Electronics Limited (HP authorized service center), C**, Ground Floor, Sector *, NOIDA, Uttar Pradesh – ******, by the consumer. On ** May ****, the service center found that the laptop is damaged due to liquid on the motherboard and informed that it will not come under warranty. This observation was accepted by the consumer and asked the service center to repair the product on ** May ****.
On ** May ****, to the consumer’s dismay, the service center said that the cost of repair of the laptop, which was less than * months old, is higher than the cost of a new laptop and advised the consumer to buy a new computer. On ** May ****, the consumer asked the service center to send him an invoice due to their trust in HP. HP service center never gave an invoice, despite contacting them several times. Service center did not give any written clarifications on what is wrong with the laptop, except telephonically conveying that the motherboard needs to be replaced (mentioned in Mr. Menon’s email of ** May ****).
On ** May ****, consumer took the laptop back from the service center without it being repaired. After raising the issue through the twitter account of the HP service team, the correspondences on the issue were commenced with the Case Manager, HP Customer Relations. On ** June ****, the consumer was offered **% of depreciation value of the laptop. In order to put an end to this psychological stress and mental agony, this offer was accepted. A clarification on the amount offered, with a request to consider an offer **% of the full value of the laptop, was requested by the consumer.
On ** June ****, a fake ‘service call report’ was generated by TVS Electronics Limited (HP authorized service center), C**, Ground Floor, Sector *, NOIDA, Uttar Pradesh – ****** and signature of consume, was forged in the document. The consumer was extremely distressed by this false report faking the signature, which was promptly reported to the HP support on the same day, and no reply was received.
On ** June ****, HP India Customer relations took back their offer of payment of **% of the cost of the computer and offered *% discount on the purchase of the new computer. This was not agreeable to the consumer and HP was again requested to give an invoice for the repair of the laptop. HP denied giving an invoice for repair, citing that “the quotation amount is beyond economical repair hence it’s not shared by Service Centre”. Requests for invoice were further raised to both the HP India Customer relations and TVS Electronics Limited (HP authorized service center) until ** June **** and they have not provided the same.
Desperate to continue with the pending work that is not possible without the laptop, the consumer had to buy another laptop, with lesser configuration, on EMI.
• Denial to give the consumer an estimate to repair a new laptop even after consumer agreed to bear the expense.
• Denying repairing the laptop and asking the consumer to buy a new laptop instead.
• HP not giving written clarification on what is wrong with the laptop.
• Selling a product to a consumer that HP will not repair.
• Financial loss due to delay in submitting the reports due to non-availability of the laptop to run high RAM consuming applications.
• Forced to compromise the work as consumer had to buy another computer with lesser configuration since HP denied repairing the laptop.
• Consumer still paying EMI on the HP laptop. Paying EMI on the new laptop as well. The consumer is facing significant financial burden due to both these EMI's.
• Consumer had to suffer mental agony because of denial of resolution from HP for the issue, for not being able to complete time sensitive work and financial burden.
• HP is encouraging environmental pollution by not repairing the laptop and the laptop would be an unwanted e-waste, which is not acceptable to the consumer.
• The HP authorized consumer center has faked consumer’s signature which caused a great amount of distress to the consumer.