- Defective Product received upon purchase ^Open

Uttkarsh filed this complaint against Hp Computers on Jan 22, 2023

Resolution Demanded:
Replaced

Hey Guys,
So I am a working professional. Out of my first salary I purchased a HP DK****TX Gaming Laptop from Croma, Kondapur, Hyderabad. (Screenshot of Bill attached) on September **th ****

Within the first month of receiving of the laptop, I started to have issue with the battery backup and the charging time the laptop took. What was told to me to be * hours of battery backup ended up with only * to * and half hour of battery back up and the laptop would charge normally till **% and then the next *% would take over ** min to charge.

Seeing these problems, I immediately filed a case with HP through call on their toll free number and the agent on the other side asked me do certain procedures such as battery calibration and software updates to the laptop by taking access through remote assistance of which i followed and by the time I got backto her top respond after the procedures, she had already closed my case. The case number is **********which was filed on **/**/** (screenshot attached).

Since they closed my case, I then again filed another case immediately with case ID number ********** filed on **/**/****
The same thing happened as the last case where the agent could not solve the issue so therefore she sent for door-step technician who would assess the laptop and make the necessary updates.

My meeting with an Hp agent was scheduled and the technician showed up to the house. He did the same things such as battery calibration and updates but still couldnt fix the problem. He then told me that there is some issue with the motherboard,

Upon taking instruction from HP, he ordered fresh battery to replace which he did but the same didn't work. He then place order for *nd battery replacement and after replacement still the same issue was there. He then took my laptop to his workshop and for ** days they did OS reboot, system repairs and again changed the battery for the *rd time.

Still not being able to fix the laptop, they then call me and when i tell them that i am not at home, they come and drop of the laptop with the maid and say that it has been fixed.

I come back after a few hours and realize that they have given the laptop back after doing this whole drama and then they even stopped picking up calls or responding to texts. Even the supervisor was not answering calls and instead was sending mails to me saying that they were closing my case even though i was sharing the latest malfunctioning of the laptop after they came at left it at my home.

I then decided to find the service centre that these people belonged to and thought to take my laptop back there and get it serviced. I called HP to find their address and the address that HP has given doesnt exist as I went to the location and there are no service centres there.

So then i reached out to HP again multiple times and kept telling them that the problems are persisting and yet they didnt take any action. The agent who would answer the calls would use remote access and see that the laptop malfunctioning but the higher team would not accept the application for replacement of unit as per some company policy of ** days.

I showed them videos of how my laptop was intially taking so long to charge from **% to ***% but suddenly one day it charged from **% to ***% in ** seconds and then when i removed the charger, it immediately went from ***% to **% in ** seconds.

I took screenshots of the time its taking to charge the battery initially where **% to ***% would take more than ** min to charge. Photos and videos are attached.

In november the team responded to me saying that they are not accepting my application as the laptop is now over * to * months old even though i filed my first case on **th October which is a month and one week from the date of my purchase. I tried to explain to them that how was I suppossed to realize very subtle difference in the first two weeks where the battery capacity was slowly dropping or the time it was taking to charge.

Till date, the battery has been changed * times and has been taken to the service centre for ** days for which the service sheet was also not uploaded to HP customer care until over ** days from date of service. by the service centre.

Now a new branch has been assigned and they are now telling me my old case has been closed and that now a new case has been opened with case Number ********** on */**/****.And that the onl;y solution now is to change and replace the motherboard itself as no replacement can be provided. But the worst part is that they themselves will tell you that changing a motherboard of a new problem is useless as the same issue can come back almost immediately and it takes away from the whole value of buying a new laptop.

Now i am stuck in a dilemna and HP being such a big company, they dont even have the audacity to put me in touch with higher ups for me to explain my case to them better directly. I dont know who to turn to. I filed a consumer complaint but my complaint was closed in the same evening as HP told them that they are looking into my issue. please read my case throughly and please contact me for more details.

I only want what I paid for which is a good laptop. What Hp and its partners are doing in the name of customer support is fraud for lack of a better word. No one takes responsibility. The company blames it on the * rd party service center and the service centre blames HP

Who do I turn to?
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