Hewlett Packard Enterprise India Private Limited - Worst experience with HP laptop and their service

I had purchased a HP Envy X*** laptop on January *, **** from Balajee Infosys- Chotee Kalyani, Muzaffarpur, Bihar (Bill No.- **/**-******. Amount- Rs *****). Under an offer I also bought HP Care Pack (HP *y NextBusDay Onsite NB SVC) worth Rs **** from their redemption cell.

Product Serial No.- CND******D
Product Number- *L***PA
Product Description- HP ENVY x*** Convert **-ay****AU
HP Care Pack Serial Number- XDJ*LV*****C

I have been facing numerous issues with this laptop since the day I bought and the same has been communicated to the customer support team from time to time. For ease of reference, all these instances and the status of the grievance raised are summarised below:

(i) Within two to three days of getting the laptop, I noticed the ‘esc’ key bulging out and there were some issues with the touch and the active pen and the same was communicated to the customer support both through email and whatsapp chat. A case was also registered with the support team with case ID ********** on January **th. I was told that a technician would visit within **-** hrs but there was however no visit. On some follow up after some days I was given some phone numbers and told to contact them. But even after contacting the given numbers I never got any response on the issue. Seeing no response from your team I also visited your local service center but they told me that either I will have to leave the laptop there for some weeks as they will have to ask for permissions from higher teams or I should do it myself. I wasn’t even receiving replies on time contacting support team through Whatsapp. Even after ** days I received whatsoever no resolution. Then I received some phone calls from your team where I was told that my case is being sent to the higher-level teams for some approvals as it doesn’t come under normal warranty. However again I didn’t get any response for many days. After that I again got a call informing me that my case has been rejected and I will have to get it repaired myself. I even had already informed support team that the damage whatsoever isn’t induced by me as it was very evident in the case and the type of damage occurred and someone wouldn’t just pull out a key a day after buying the laptop. But it was of no use and I was sent a repair quotation of Rs *****(approx.) through your service team. I denied the quotation and also shared my response with a follow up email.

(ii) Then on evening of May * while using the laptop as always the left hinge of the laptop suddenly broke and the screen came out from the side also minorly damaging it and the screen wasn’t able to move or rotate. Without losing much time, the same was immediately communicated to the customer support through whatsapp as again there wasn’t any of my fault. I was first told that I need to visit service centre and that the issue will not be covered under warranty and that it is a Customer Induced Damage in your language. When I strongly refuted the customer support’s petty terms, a case was registered with case id- ********** and the team supervisor assured me that a technician visit is assigned and the issue will be solved under warranty. The following day the screen broke even further. I again contacted your team for doing something at the earliest as the laptop was in a condition where anything could happen anytime. I was then told to contact the service centre team about the technician visit for further resolution. On contacting the labelled person or the regional head, I was informed that a hinge has been ordered in my name and he will send a person when he receives the item. I tried explaining him that the screen was also damage so their was no point of only hinge getting replaced. He asked me to contact the support again. I again reached out to support and despite being informed of everything I had to go through explaining everything again. I also told them about the keyboard issue and the laptop seeming to falling into pieces each passing day. I tried explaining them again and asked them why only the hinge has been ordered when the screen is also damaged. Again the team’s supervisor told me that a engineer would visit to assess the laptop and verrify the damage. I also informed them my call with the regional head where he had told me that as it’s lockdown he won’t be sending his engineer. I told them to order it from their side itself as they know that damage hasn’t occurred because of me.Almost my * days where completely wasted because of this issue. In the process I even got in touch with a person (from support team) where I was continuously sending him my problems for a final resolution and he was deliberately sending me auto messages just.I was also told again to contact the service center for a engineers visit. I again called the regional head and was asked to get permission for them from the DM for an e-pass to move around in the city to visit me. I told that it was their duty to get the same and they can easily get it. On seeing no progress, I even contacted the DM’s office for the pass and was informed that customer support or service staffs were allowed to move with their ID cards and their was no need for a pass. I also contacted the SDO office where I was again informed the same thing. I reached out to the regional head again and informed him about the discussions and that his team doesn’t need any specific pass for any visit. Now he told that I need to get them an e-pass anyhow and very rudely refused me any service.

(iii) On not getting any type of help, I decided to ring the National Consumer Helpline and registered my complaint with them. After some days, I got a call from the regional head asking me if I had complained to NCH and informed me that he would send the technician in the early morning. So on **th May one of technician visited and checked the issue. After some days around **th May I tried getting an update from the service center and was informed that my items except keyboard issue have been ordered and are on their way. I again tried reaching the support team as to why the keyboard hasn’t been taken care when I even explained the whole thing to the onsite technician and he had agreed. Meanwhile I was contacted by a person named Mr Raj from the company who promised to take care of everything from then on and solve the issue completely. I again had to explain him everything and he told me that he would get back to me after contacting his team regarding the approvals. At a point I was also told by Mr Raj that I don’t know how to handle the laptop as he has also been using laptops and these things doesn’t happen with him and he knows everything and obviously more than me about these things. He called me the next day and informed me that the keyboard issue would not be solved from their side. So frustrated by the whole situation I told him that I don’t want the partial solution and I would see to the issue further. The same time I got a call from the service center now at around *-* PM in evening asking me to send the technician as the items have arrived. I denied the service and was told that they won’t hold the item and are sending it back. Afterwards I was advised to take the service the company was ready to provide as anyway I was having a lot of problems using the laptop because of the condition in which it was. So I again reached out to them and asked them to send the technician for the repairs to be done but was told that as the previous order stands cancelled, they are again placing an order and it would take time. So after few days I reached out to the regional head who told me that my items required for repair would reach by saturday (**th June). So I waited very patiently and after the due date I reached out to him almost * times but was given the same reply as they haven’t received the item and they also don’t know when it will reach them.

(iv) Following this, on June **, one technician from HP visited to repair the damaged screen. I had to go out the same time to shop something. So when he reached my home, I explained to him the situation and told him that I would return within half an hour. So I asked my neighbour to attend him and got him a place at their house where he can peacefully repair the laptop and he told me that he would take ½ hour to one hour to repair the laptop. I returned after **-** minutes and by the time I reached, he had repaired and changed the display and hinges and was doing something from a pen drive into the USB port. Finally after few minutes he told me that the work work was done, so I booted the laptop to see if everything is working fine and got a page asking to enter the Bitlocker recovery key. I had no idea about it, so I asked him what was the problem and why is it happening? And he told me that it was no issue and it is just a key like password I can easily find in my Microsoft account and asked me to let him go. There was not only me at the scene but also my neighbours and my sister who very well heard our conversation. I was also not well versed of this issue so he went away after making me fill out a form. Afterwards I tried researching on the issue for hours but couldn’t find any key and after hours I finally found the key in my account but it was also not working. I almost tried for it the whole night but had no luck. Meanwhile I also got to know that the Bitlocker only gets activated when it finds some harmful access to the system. So in the morning, I called the regional head at around *:** AM and explained him everything. But instead of solving the problem caused by them, he started shouting and talking rudely to me. He also told me that it wasn’t the office time and to call him during office time. It is to be noted that he had previously called me several times at night and also in morning as early as *:** AM. After sometime I got a call from Mr Raj who was aware of the whole case and asked me if I had abused (specifically “gali-galoch”) the regional head over phone as he has got the information from him. I was taken aback as in the whole conversation I never even misbehaved or used harsh words against any person associated with their company or my case despite all the mental disturbance and agony they had made me go through and had handled everything in the most civilized and humble way possible. And in a very firm way explained him the same. Again I got a call from both of them explaining to me what is abuse and everything. Meanwhile I had also got in touch with Microsoft where I was told that I will have to reinstall the windows and to get help from the service center for the backup and everything.So I had asked them for help over my call to solve the problem but was told that they don’t provide support for software issues and so they won’t provide any help despite their fault.

(v) I tried contacting your technical team and support teams for many days but of no use. Seeing no help and my time being wasted I even visited your service center but they weren’t ready to help me. I explained them all the situation again but they just told me that I will have to pay them as my * months is over for technical support and also get them a USB, a hard disk if I needed any help or else to do it myself. Then I bought a USB and downloaded the HP recovery tool as asked by your technician at the service center. It failed almost * times wasting ** Gb of internet data. But however I was finally able to install it and then went through the steps as mentioned on the help sites as same was also told to me from the service center. But that too wasn’t working. Then I again reached out to the technical support team through call on June **, who asked me to do the same steps. On no progress and all the required tests or diagnostics don, he asked me to send the images on an email sent by him for higher teams to have a look on it. Again there was no response from any person. So on **th June I went to the service center and asked what needs to be done. They told me to contact the Customer Support again. I did as asked and was told that an onsite visit will be done for a check-up and they would need more time for a replacement. So I informed them that as nothing is been done, I am leaving the laptop at the service center itself and they can check whatever they need to verify as the laptop would be with them. The person agreed and asked me to hand the phone to the staff. The support supervisor and service centre had a discussion among themselves and then he told me that I will have to wait for an onsite support. Seeing the earlier responses, I informed him that whatsoever I will be leaving the laptop there itself and to do whatever needs to be done within * days and respond to me with the resolution. I handed the laptop to service centre and returned. But again, even within or after * days there was no response from the support team. So I again ranged up Customer support on following dates, again the same process and asking for some time but again no response on any resolution or replacement. They were just wasting my time. The same process followed with no responses and then on July *th again Mr Raj from CRT team called me asking about the status and knowing nothing about the situation that followed. I explained him the whole story again and he told that he would get me help on the issue. I received calls from him regarding the issue and the laptop would only be repaired and no replacement. I told him that with all these troubles happening and being already aware of everything, how can I accept a repair, but he wasn’t interested in anything. So I asked him to get the recovery done at the earliest so that at least I could get my data and all the work I did on the device. I also had to move out of the city in few days. I also asked the regional head the same when he called on **th July but there wasn’t any progress yet on the condition of recovery and I was informed that they have slow internet connection so they aren’t able to download the software from the day I left the laptop with them. I called him again on **th July where he now told me that they aren’t able to get recovery as their broadband connection is cut due to drainage maintenance in the area so they couldn’t download the required software.

For the fact it is also to be noted that under the warranty terms and additional HP care pack, I am eligible for next day onsite support. But it has never really happened.

The faulty keys, the screen and hinge damage and then the technician who did more harm than anything better. It's been more than ** days since I have made the support aware of the issue but I have not received resolution. I got the laptop for the purpose of my studies and work. Since these many days I have not been able to do any of these. Was this the reason I believed in the product as a customer? I bought the laptop with the belief of good product and better service. I also bought additional warranty by paying extra with the believe that I wouldn't have to worry even if something happens but only within * months it has caused several issues. It even doesn't give me much reasons to accept the old one as what would I do in case something or other happens again as it has happened through all these months. My classes have already started and because of not having a laptop with me, I am not able to do anything. These are only adding to my troubles. And because of these issues I had to lose my internship and several projects causing me monetary losses as well. I had got two offers for WFH internship- one with a Rs ****/month stipend from Psyber Internship which would also have gone up with my work and another with a stipend of Rs ****/month and incentives for part time work of *-* hours a day from . I had also worked on some projects with Psyber before the laptop was made unusable by their technician.


I am a computer science student- to study the several languages and for development, we have to set up several environments to work on the same. I know I have lost most of the things because of the company's engineer. I will have to go through everything again. Whatever hard work I did in these last six months - my studies and work I did on the laptop; all has already gone down the drain. And in these ** days the so-called support team has even brought me about *-* months back where I had started everything. It will at least take me take me another *-* months to be back on my track.

I have not got any response as of yet on the resolution or any help, so I am writing all this again so that everything remains clear and to eliminate any type of confusion. The laptop has been problematic from the very start as I have already discussed and mentioned every issue here. With all this said and made you aware of the whole situation, what can at least be done is a replacement of the laptop with a good and quality product so that I can peacefully go back to my studies and work. I even requested them again to not cause me anymore problems and replace the laptop.

The laptop has been problematic from the very start as I have already discussed. The faulty keys, the screen and hinge damage and then their technician. It's been ** days since that issue but I have received no resolution. I got the laptop for the purpose of my studies and work. Since these many days I have not been able to do any of these. Was this the reason I believed in the product as a customer? I bought the laptop with the belief of good product and better service. I also bought additional warranty by paying extra with the believe that I wouldn't have to worry if something wrong happens but only within * months it has caused several issues as elaborated here. It even doesn't give me much reasons to accept the old one. My classes have already started and because of not having a laptop with me, I am not able to do anything. These are only adding to my troubles.

My studies and work I did earlier on the laptop, all has already gone down the drain.

I even sent this whole piece to the company but have got clear response that they won't be doing anything other than repairing the product. I was so stressed mentally that in such great despair I called and even literally pleaded to them (Mr Raj particularly) to just provide me even a lower priced item than what I paid for, even after they did so much to me. But in return he told me "Ye market nahi hai jo aap ye wo maang rahe hai.... ki aap jo bole hum mane jaruri to nahi hai". Also when I told him that your team never responds on time or updates me about any status, he tells me that you should always ask about the status and they won't do anything in the case.

I am tired asking for a replacement from the company and every time pleading before them for help despite me being at the right side. Seeing my overall experience with their product and service, it would be best if they just refund me the amount of the laptop and compensate me for loss of my time, loss of money, loss of my data, lack in providing service and disgraceful behaviour of their employees.

**I am attaching the overall whatsapp chat here. I also have most of the call recordings with me if needed.