- Fixing my laptop on chargeable basis despite under warranty ^Closed

Nikita Bhukar filed this complaint against Hewlett Packard on May 27, 2019

The laptop screen from one corner is popped out without any wear and tear or accidental damage. I reported this issue to HP when I noticed this while working on my laptop. The technician came and requested me to put it under ADP case as ADP is covered under warranty. I clarified to him that there was no accident that took place to which he said if you want it replaced under your warranty then put it as ADP. Not knowing the details of the warranty (which I still don't know despite requesting HP multiple times to give me my warranty statement so that I can read it myself- what am I entitled to), I signed the documents. After following up for ** days with the technician who kept saying it's sent for approval he told me that accidental is not covered under warranty so you have to pay charges for replacement of that part. To which I was shocked. I raised the matter with customer care immediately who kept replying for days that the matter is elevated and a mail has been sent to the concerned team. But everything would keep coming to the same circle as the concerned team was the same team of Delhi- NCR from where the technician came in the first place. I again requested the service centre team to relook into the matter as I have given clear photos and videos of my laptop as evidence showing no whatsoever damage on the outer part or body of the laptop for it to be categorized under accidental. Despite my constant follow-ups from last ** days and raising the matter multiple times to customer care- the Delhi-NCR tech team would not respond to my emails or calls.
I have requested the warranty statement which they fail to send me. I have requested them the report of the inspection of damage by a technician which would explain the probable cause of damage which they know is not accidental at all. They fail to furnish that. I have multiple evidence, including emails and call records to support my claim to be used at later stages.

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