Keyboard on laptop was replaced but incorrectly due to wrong information given by hp agent

[USER20240518173]

1. Wrong advice/counselling
   
   I was wrongly advised/wrongly consulted by your employee /
   Name: Mr. Vetime / Date: 1st Feb. 2023 / Time: 9:30am until 0:25am. 

1. Incorrect information that led to total damage 
   
   The mentioned false advice/consultation was issued on the following matter: On my notebook there were only a few digits on the original keyboard that seemed to no longer be operating in a normal manner. Due to this reason my enquiry/getting in touch was about a matter of goodwill / checking on a repair order. Given the fact that your employee did refuse both, though it came to the point that after a keyboard-check he picked out a type code for a replacement keyboard out of a directory (he knew my notebook, in the beginning I also had to give him the reference classification and furthermore he switched on my device).

So I ordered this replacement keyboard, exactly in full alignment with the specification that your employee recommended to me. However, your employee gave me the incorrect reference/serial number, as it turned out. Subsequently, an additional repair order was then required, which was done, all to 
no avail. This then led to even more overall damage

3. Existing overall damage 

Because of this I am faced with damages in the amount of the acquisition value of a new, identically structured notebook exclusive of the expenditure cost for the order of the wrong replacement keyboard and exclusive of the expenditure cost of two temporary external keyboards (brand: ISY; hama).

4. Usage extremely limited, unacceptable and not up to the purpose of application   

Moreover, I can only use the (previously fully functioning and highly recommended by your employee as a very solid and quality) notebook in an extremely limited manner, as the keyboard replacement was not successful due to the wrong spare part being ordered as advised.

This is a true disaster since the keyboard caps are all loose and are not sitting tight and fixed as before, so that I am now worse off than before, and so my situation with the notebook has exacerbated up to the most extreme level! Especially the cover of the keys (caps) / the key-coverage is only sitting loosely, and thus I cannot move the notebook nor take it with me anywhere. It is not appropriate to its intention/purpose, it is no longer a notebook. I cannot even dust off the notebook because I would just sweep away/off the caps. Furthermore, the single keys/caps are sitting lopsided, wobbly which is on top of everything an aesthetic disaster!

More seriously, I cannot work with it in a decent manner and neither can I accept this situation any longer! Besides, it is now only operable by means of an external USB-keyboard.

1. Urgent Solution 
   
   I urgently entreat you for a solution in the form of a new computer. I require immediately at least an equivalent compensatory notebook, because I need it for my daily work. 

I am very disappointed and want to pass this along to you accordingly since this is just not an acceptable condition at all and since I cannot use my former once impeccable notebook any longer. Needless to say, I am able to prove the fact that with the not viable keyboard-replacement (see invoices enclosed to this letter). I am now forced to expose this terrible issue that I have been confronted with, and further to that, I am also faced every day with stress and an unbearable situation.

Of a company of your stature, I would have never expected such a situation, even less, that such lousy service would be offered – with long-term-effects until today. With faith for a viable solution I got in touch with your support, but this brought me the exact opposite results, which is total damage PLUS a huge amount stress, hassle and work-inconvenience. As of today, it remains unresolved.

I am awaiting the bringing about of an acceptable and for the overall situation appreciating – a reimbursing solution.

[Dragon-Fur]

@USER20240518173 

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