HP Turkey Service Experience Damaging Brand Reputation

[Asdf751]

I am writing to express my deep dissatisfaction with the service I have received from HP’s authorized service provider in Turkey, BDH Bilişim.

On August 19, 2025, I delivered my HP laptop to the official HP service center due to a minor keyboard issue (intermittent malfunction of some keys on the left side). I chose the authorized service to ensure my warranty would remain valid.

However, despite this being a relatively simple repair, my device has been held at the service center for more than 10 days without any progress update. When I contacted the call center, I was told that three days ago the laptop was “under technical inspection,” but since then I have received no further information. When I expressed my frustration, the call center staff responded in an impatient and disrespectful manner, which made the experience even more disappointing.

In addition, BDH Bilişim suffers from extremely poor customer satisfaction ratings (1.5/5 on Google). On HP Turkey’s own website, I have noticed that service centers with low customer ratings (such as BDH Bilişim) do not have their full location details transparently displayed—only vague addresses are shown. In contrast, service centers with higher ratings are shown with full visible locations. This selective visibility creates a lack of transparency and further undermines trust. Such practices severely damage HP’s brand reputation in Turkey.

I trusted HP’s brand and chose the official service for reliability, but this experience has been extremely frustrating. I kindly request that:

1. My repair process be escalated and completed without further delay,

2. I be provided with immediate and transparent updates regarding my device status,

3. HP Global review the service quality and customer handling practices of its authorized provider, BDH Bilişim, in Turkey.

This situation not only impacts me as a customer but also undermines HP’s reputation in the Turkish market.

Thank you for your attention to this matter. I look forward to your urgent response.

[Max3Aj]

@CND3482G4Q, Welcome to HP Support Community! 

Thanks for reaching out and sharing your experience. I'm so sorry to hear about the frustrating situation you're facing with the authorized HP service center in Turkey. I understand how disappointing it is when a simple repair takes a long time and the communication is poor. That's definitely not the kind of experience we want for our customers.
 

I want to help you get this resolved as quickly as possible. Please send me a private message with your active case ID. Once I have that, I'll be able to escalate your case to our regional team in Turkey and do my best to get you an immediate update.
 

To send us a private message, Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

We take your feedback very seriously, and I assure you that we'll also review your concerns regarding the service provider's customer handling practices and the transparency of location details on the website.
 

We appreciate your patience and look forward to helping you.

If this solution helped, please click “Accepted Solution” so others can benefit too. Don’t forget to hit the “Yes” button if you found this helpful!
 

Warm regards,

Max3Aj

HP Support

[Asdf751]

It has been exactly 14 days since I left my computer for repair. I was told that the computer had been repaired and that I could pick it up. However, the computer had not even been tested to check whether the issue was resolved. When I turned it on at the time of delivery, I saw that the keyboard problem still persisted. The technician said they would send it back again before closing the service request. Yet when I called HP today, I was told that the case had already been closed and that I should call again later. I expect these companies to do their job properly. I am already frustrated from not being able to use my computer for two weeks and from constantly having to call HP and the service center without getting any solution. 

I sent you the only case ID that I have. 

[Max3Aj]

Thank you for your response. 

We appreciate you reaching out, but we haven't received any active case ID. 
 

To help us find your case and get this resolved quickly, could you please send us the active case ID (10 digits) and work order number in a private message? It would also be helpful if you could include the name of the service center you're working with.
 

We're here to help and want to get this sorted out for you as soon as possible.

Best regards, 
Max3Aj

[Asdf751]

I shared all infos that I have via direct message.