Faulty all in one - HP OmniStudio X 32-c0000na All-in-One Desktop PC, Intel Core Ultra 7 Processor

[Shahzad4545]

Dear Sirs

Subject: Case Number 5139166436 - has been Closed CRM:0094886001881

Re: Case Number 5139166436 - has been Closed CRM:0094886001881

I hope this message finds you well.

I am writing to formally express my deep concern and frustration regarding the ongoing issue with my HP All-in-One product, as well as the inadequate response I have received from your team to date. I previously submitted an inquiry about the screen issue I reported, and while I have received a response, I believe the matter has not been adequately addressed.

To clarify, I am confident that the fault with the screen is due to a defect in the product that was not identifiable at the time of purchase or during the assembly of the machine. The issue only became apparent when the screen, due to its weight, slipped from its base on its own. Prior to this, the fault was not noticeable. After reporting this issue, I even demonstrated it via a video call to one of your staff members, showing that when the base is moved, the screen easily slips out without unlocking the button.

I have made 7-8 calls and 5-6 attempts via WhatsApp over the last three days, each time requesting to speak with the person responsible for making the decision regarding my case. Despite these repeated efforts, I have yet to receive the opportunity to discuss the matter with the appropriate individual and I keep getting emails to say that case is closed. 

I am extremely disappointed in the way HP has been handling my query. After numerous attempts to escalate the matter, I am left to question why I have not been contacted by a human representative capable of addressing my concerns. At this point, I feel I have no choice but to consider escalating this issue further, potentially taking it to social media and pursuing legal action if necessary. I have made every effort to resolve this matter professionally, but the lack of response from your company has left me with limited options.

Furthermore, I have been without a functional computer for the past four days, and I am becoming increasingly frustrated with the prolonged processing time and lack of a clear resolution. I also requested that your team arrange for the collection of the faulty product for inspection. I was informed that if your investigation confirms the computer was faulty at the time of sale, HP would take responsibility. Conversely, if it is determined that the fault was caused by my actions, I am willing to cover the cost of repairs. However, I was told that organizing the collection was not possible due to the ongoing investigation.

In light of the above, I respectfully request that this matter be escalated immediately, and that I receive a prompt and comprehensive response outlining the next steps in the investigation, as well as a clear timeline for resolution. I trust that HP values its customers and will act swiftly to resolve this matter fairly.

Should this issue remain unresolved or continue to be mishandled, I will be forced to pursue alternative courses of action, including legal avenues to seek appropriate redress.

Thank you for your attention to this matter. I look forward to receiving a prompt resolution.