Complaint: HP Sales Team/Repairs

[DBD2023]

I'm reaching out to express my dissatisfaction with the Warranties Sales Team (post 30 days) at HP. Despite multiple attempts to address my concerns with your customer service, I've encountered significant obstacles. Specifically, Ahmed from Sales has not only failed to escalate my complaint appropriately but also hasn't provided me with the necessary complaint procedure, which seems to be a violation of your terms and conditions.

To elaborate, I have an HP Care package covering my desktop PC, which was collected from my home in excellent condition. However, on December 27, 2023, I was informed that the graphics card was found loose inside the PC, causing extensive internal damage. This incident is particularly perplexing as the initial fault reported was unrelated to the graphics card, and the card itself had been securely installed. I suspect that the damage occurred during transit, and thus, I should not be held responsible.

The behavior of HP's engineers raises concerns, as they appear to be inaccurately representing the situation to avoid fulfilling the repair obligations under my extended warranty. Despite my repeated requests for a formal complaint process and resolution, Ahmed continues to assert his inability to assist, and the ongoing investigation seems biased towards blaming me for the damages rather than considering transit-related issues. The PC's internal setup, including the securely screwed graphics card within a locked motherboard, negates the possibility of internal components becoming loose during shipment.

It's been nearly three weeks since I raised this issue, and the lack of response and resolution is unacceptable. I insist on a fair investigation into this matter and refuse to accept any unfounded allegations about the condition in which the PC was sent. The denial of my right to file a formal complaint is further aggravating the situation, and I urge prompt and just action in this regard.

The explanations provided by HP regarding the internal damage to my PC are perplexing. The graphics card, which is being blamed for the damage, is a new component installed by HP in March 2023. Moreover, the extensive troubleshooting and testing I conducted prior to sending the PC for repair were not related to the graphics card issue.

I would like to request the detailed procedure for filing a formal complaint. Additionally, in the event that we're unable to reach a satisfactory resolution, I would like to know if HP utilizes an Alternative Dispute Resolution (ADR) provider. [content edited]

[Raj_05]

Hi @DBD2023,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support 

[DBD2023]

Hi Aiden, 

This does not help me at all. I've asked straight forward simple answers about complaint procedure, to be re-directed back to the people on the support end, who are ignoring and not sorting out the issue for me. Whom I'm trying to make a complaint about? Do you even read what is written, this is an automated response that helps nobody. Stop wasting peoples times and get employee's who know how to help people, rather than pass this back and make people go around in circles until they are frustrated, I will be contacting the Financial Ombudsman and raise a Subject to Access and take this further in court.