Motherboard ordered by technician and yet part is not available

[Gamlin]

On February 24th, 2024, a technician visited my location and determined that the motherboard was faulty. Despite placing an order for the necessary part on the same day, as of March 10th, 2024, the part has not yet arrived, leaving my laptop inoperable for the past 16 days.

The lack of communication and delay in resolving this issue has severely impacted my ability to work and study. I find it unacceptable that HP has not provided a temporary solution or a replacement laptop to mitigate the inconvenience caused by this prolonged downtime.

I am writing to express my extreme dissatisfaction with the handling of my recent complaint regarding the deficiency of service I have experienced. Despite my initial communication and subsequent follow-ups with HP support, the issue remains unresolved, and the responses provided have been unsatisfactory.

On 5th March 2024, I received a message from HP Support (WhatsApp) 

informing me "We would like to update you regarding your HP case 51199*****.The part has been ordered with ETD 20/03/2024 and an engineer will be assigned at the earliest, based on availability.If there are any changes made in the schedule, I will notify you about it within 24-48 working hours.

Thank you for your patience and co-operation".

On 7th March 2024, I received a SMS from TM-HPIKCI informing me "Dear Customer, We are experiencing delays in receiving the spare for case 51199***** & same is expected by 9-Mar.Inconvenience is sincerely regretted".

Subsequently, upon contacting the WhatsApp support team on 9th March 2024, I was provided with a conflicting update indicating that "We would like to update you regarding your HP case 51199*****.

The part has been ordered with ETD 27/03/2024 and an engineer will be assigned at the earliest, based on availability.If there are any changes made in the schedule, I will notify you about it within 24-48 working hours.

Thank you for your patience and co-operation"

This contradictory information and prolonged delay are unacceptable. As a customer, I expect timely and efficient resolution of issues, especially when they pertain to essential services and products. 

Waiting for over a month for a resolution is not only inconvenient but reflects poorly on the level of service HP company provides.