Delay in Service For Laptop

[Yatharthm22]

Hello HP Community and Support Team,

I am seeking urgent assistance and escalation to the appropriate HP India Corporate Escalations / Regional Service Management Team regarding severe property damage, service negligence, and an unresolved repair case involving an authorized HP service partner, IT World (Marathahalli/Mahadevpura Branch, Bengaluru).

Summary of the Issue

• Initial Submission (July 5, 2026): My HP OMEN 16 (Model: wf1096TX) was submitted solely for a charging/power port issue. At the time of handover, the laptop's exterior chassis was in impeccable condition.

• Physical Damage While in Service Custody: During transit under the responsibility of IT World's delivery personnel, the laptop was accidentally dropped, resulting in a visible dent on the bottom-left chassis near the trackpad.

• Excessive Delay (70+ Days): The device has now been retained for over two months. The service center states that they are unable to repair or return the laptop because the replacement chassis panel required to address the damage caused during transit is allegedly unavailable.

• Failure to Accept Liability: Rather than resolving the damage caused while the laptop was under their care, IT World proposed an arbitrary ₹20,000 scrap buyout. This neither addresses their responsibility for the physical damage nor reflects the value of the device's components, including the 1TB Gen4 NVMe SSD, 16GB DDR5 RAM, 165Hz display panel, and original OMEN charger.

• Ignored Formal Communication: On August 29, 2026, I sent a formal written notice clearly stating that my waiver for motherboard repair did not extend to physical damage caused by service personnel. I requested either a fair resolution or immediate replacement of the damaged chassis panel. To date, this communication has not received any response.

Device Details

• Model: HP OMEN 16 (wf1096TX)
• Serial Number:

  >Do not include the product serial number, any case numbers, or any private information like Email or Phone Number<.

• Location: Bengaluru, Karnataka

I respectfully request that an HP representative or forum moderator escalate this matter directly to the HP India Corporate Escalations Team or Regional Service Management for immediate review and resolution.

I possess complete documentation, including service records, email correspondence, WhatsApp acknowledgments regarding the transit damage and delays, and photographic evidence, all of which can be provided upon request.

Thank you for your attention and assistance.

[Raj_05]

Hi @Yatharthm22,

Thank you for reaching out to the HP Community. I understand your concern and want to ensure it is properly addressed.

We take these matters seriously and will help get this resolved. To allow me to investigate and escalate your case to the appropriate team, please send me a private message with the following details:

First Name:

Last Name:

Case ID (If Any):

Serial Number:

Product ID:

Contact Number:

Full Address:

Country:

Pincode:

Email:

Best Time to Reach:

For your privacy and security, please do not share any personal information in this public thread. Once I receive your message, I will ensure your case receives the necessary attention.  

[Yatharthm22]

Hi Raj
I have DMed you the details

[Raj_05]

Hi @Yatharthm22,

Thank you for your response,

We have escalated this issue internally and awaiting an update. We will have the relevant team connect with you and help you with an update at the earliest.

Take care and have a great day ahead!