Poor Level of Service by HP Indonesia

[Iman_SS]

Early January 2024 I purchased a brand new laptop HP Spectre x360 from an authorized distributor via an e-commerce. When installing software on my new laptop, I noticed that the laptop was not charging though it was connected to the power supply. So on the 10th of January 2024, I brought it to an HP Service Center in Jakarta to get it serviced, and I was told that probably there was a bios problem, and it could be fixed within days. I was also given a code to monitor the progress of the service work.

Now (7th of March) it has been almost two months since I brought the laptop to the service center, and yet I was told to wait because they are still waiting for a certain spare part to arrive from an overseas country. They have provided me with two estimated dates of spare part arrival, and both dates were missed.

If this happened in the US, I bet I would have received an offer either for a replacement or a refund. Thus far no helpful solution offered by HP Indonesia. I'm tired of repeatedly contacting HP Service Center Indonesia asking when the service would be completed. The only answer I received was that they are doing their best to speed up servicing the laptop but without any estimated date of completion.

Is this how a world class company like HP treats their customers from a developing country? I guess I am paying the same price as those of the US customers, so I should receive the same level of service as those provided to the US customers.

Could someone in this community advise me on what to do? Or should I just wait until only God knows when?

[Iman_SS · Accepted solution]

Issue solved. Just picked up my serviced new laptop at the HP Service Center Prudential Building - Jakarta.

Thank you HP.