HP support team poorly handle the case and not share the escalation matrix

[ganeshkarkiSOS]

Summary of the Issue: We are an NGO that has been facing severe inconvenience due to the mishandling of our laptop service case by HP. Despite clear communication about our non-GST status and timely payment, we have not received the service we paid for. The prolonged delay is adversely affecting our operations.

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Detailed Description:

1. Background:

   • We are an NGO (Non-Governmental Organization) that relies heavily on our laptop for our day-to-day operations.
   • Our laptop have touchpad issue and we complaint HP they inform that this is not cover in warranty and you have to pay. there for paid to HP.

2. Communication and Compliance:

   • From the outset, we informed HP that we do not have GST registration.
   • Our previous emails clearly stated our non-GST status, and we provided the necessary NO GST declaration.
   • We complied with all instructions and made the required payment.

3. Service Delay and Unresolved Issue:

   • Despite our compliance, we have faced over a month of inconvenience without any resolution.
   • Instead of servicing our laptop, we are now being asked to initiate a refund process after one month.
   • This delay is severely hampering our operations, and we cannot afford further setbacks.

4. Demand for Immediate Action:

   • We urgently demand that our laptop be serviced without any further delay.
   • We request HP to coordinate with their authorized service center to carry out the necessary repairs promptly.

5. Escalation Matrix:

   • We seek a clear escalation matrix to address any future issues efficiently.
   • As a valued customer my rights to get escalation  matrix , after multiple time request on email HP support team not share the escalation matrix . we expect prompt and effective service.