Hewlett-Packard India Sales Private Limited - Omen Gaming Hub Issue and refund

Dear Sir / Madam,

I am writing to you to raise an issue about: Computers & Consumer Electronics

The issue that I have experienced was: I recently bought an HP Omen Gaming Laptop, specifically the Omen Laptop-**-ek****tx, back in November ****. At the start, it was working absolutely well, and even the experience was great. I extensively used the Performance Mode present in the Performance control of the Omen Gaming Hub. But then after a few windows updates, and Omen Gaming Hub Updates, the performance mode on my laptop stopped showing up. At the time, I thought there must be a driver problem due to the update, so I waited for some time. But even after a lot of time, it didn't show up. That is when I called Customer Care, to try and resolve the issue. For reference, the Case Number is **********.
At first, the representative asked me to check for updates if there were any, but they weren't there. Then the representative even asked me to reinstall the Gaming Hub, which didn't solve the problem either. After that, we also updated the BIOS on my system, which didn't yield any result. After that, we tried to restore the windows on my system to a state before the update, but the system didn't show any suitable dates. Then, the representative told me that we had to go with the last resort, which was to do a complete reset on the system back to Factory Settings, which I was completely ready to do. The representative told me to use the HP recovery tool, but that program wasn't able to run well on the system, even after I ran it **-** times. After that was in vain, I went on to do the reset that was already there in the settings menu. But that didn't give any results. After that, the person assigned to me didn't contact me back. Then I initiated a whole new call, and then a new person was assigned on the same case number. At first, she heard what had already happened with the system. She tried to install an IDR file but that was showing an error somehow. After that, she told me that she would talk to some technical people and get back to me. The next day she called me, just to tell me that my specific model didn't have the Performance Mode. to quote the representative," The models which have an Nvidia **** or ****Ti don't have performance modes in them, and also the models which have an "ek" at the start of their model numbers don't have the mode". I even asked the representative, if she can have a technician check my device through a physical examination, but the representative refused to do that too, after mentioning that she can do that, but that won't be of any use.

And now comes the part where they didn't give me an honest service. I checked up on the part about the incompatibility of the machine, I checked the website HPStore, where it clearly states that my model has the performance mode, and I even checked the info on Performance modes it specifically mentions that The model numbers with "ek" support the performance mode, and nowhere on the whole website or anywhere, It nowhere mentions this fact that the representative told me. The story doesn't check out. Either HP is lying to its customers, or the Customer Service is not doing its job properly, which is disgraceful. This is because while buying the laptop I was under the impression the Laptop had the performance mode, but now suddenly out of the blue, it doesn't have anything.
The whole experience has been very disappointing. The whole process took * weeks, only to tell me that all that effort was in vain, and they can't help me. I had to reset the whole laptop, I lost all my files just to hear this. Not only that, but it has also been very sad to see that I as a customer don't have any value. While buying a premium product from HP, I thought the whole process would be stress-free, but it is the polar opposite. Also, buying such an expensive product is a huge investment, and to see that neither HP nor the customer care, care enough to give me any clarification on the subject.

I had emailed servicehead@hp.com about this on June * too, and I did receive a reply, but she didn't get back to me on the agreed upon day and even a day later. I called in today too, and again, the representative I was connected to told me the same thing about my specific model no having the Performance Mode. I also told him that the website store.hp.com doesn't mention anything regarding this. So clearly this is a case of false advertising, because I bought the laptop thinking that the laptop had all of the features in it, but clearly they don't. I am attaching the screenshots of the store website, and the details of my product, nowhere does it specify the issue, I have also attached the omen gaming hub site which shows that it still has the performance mode.

Now, when I emailed the whole above mentioned text. I did get a reply again from a representative, at the start he heard my problem, and didn't contact me for days. At first he asked me to send the receipt for the purchase. After which he said that he will sending a technical team member to my house, where he will examine the laptop. The person who came to house, had no knowledge about the product, and throughout the examination he just stared at the screened and talked to a so called specialist on the phone. at the end of the day, he just took some photos of everything I am sending you, and and IDR. After that the representative wasted a lot more time, whenever I contacted him He would say some ******** like, " I am talking to technical focal....". When he did arrange a call with another person who has no idea about computer, who was somehow the specialist. He again gave me same ******** that goes like, " the function has been rolled back worldwide" and that the new performance mode is the balanced mode, and the other modes like default and comfort modes will be available for other needs. I told him that," Even if I believed this ****, I still don't have all the modes that you mentioned" after which he said something that shocked me," he said,"they depend on hardware to hardware". Now after he said this I went ballistic, nowhere on the website does it show that I will not receive any service not available, or there will be consequences for having a different model. Now I understand I will get the same performance as a RTX GPU, but I should be able to get the max performance out of my GTX ****Ti.
Now when I told all of this to him, he deflected all my comments, and cut the call. Now I receive a call from the representative after some days of deflecting calls, saying that a refund will not be possible at all. At that moment my heart sank, when I demanded it and stated any pointer, he said that we will no be able to give any compensation and He is willing to take it as a feedback, and after every statement kept repeating that. When I told him that whatever they are doing is fraud, because I was promised the best services, but not delivered, he told me that it was a feedback, but he wont return the money. After he started to talk very rudely, and irritated me. And when I asked him to send me everything the representatives sent me in written he sent it, but all the details were not there, and now after repetitive calls, I have not been able to contact him. I am also attesting the emails.

It occurred on: **/**/****

I didn't expect such a horrible service for a reputed company like HP. Now, either my laptop needs to get fixed or would require a full refund for every penny I spent on the laptop and the warranty, otherwise, I will have to take this to the consumer court.

Please contact me at the earliest, I have already wasted a lot of my time, and I would like this issue to be resolved.

I look forward to your prompt response on this matter. I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Akshat Garg