The inadequacy of HP Türkiye’s service support and customer service.

[HyperSethRa]

I brought my HP Omen laptop to the authorized HP Turkey service center in Bayraklı/İzmir, 'BDH Bilişim Destek Hizmetleri San. ve Tic. A.Ş.', on August 14, 2024, to report a dead pixel issue on my screen. During the inspection, they informed me that the issue was not a dead pixel but a cracked screen. This wasn't a problem since I intended to pay for a screen replacement anyway, as my warranty had expired. I even opened a support ticket to learn the model number of the screen. The problems started after I handed in my laptop.

I dropped off the laptop on August 14, 2024. Five days later, on August 19, 2024, I was told that I would receive a price quote via email for the repair. However, no such email arrived. On August 23, 2024, after waiting on hold for approximately 15 minutes, I finally reached customer service at 444 81 21. I explained that I hadn't received the price quote. They informed me that the cost would be 8,127 TL, roughly $235. I agreed to this because, as a student, buying a new laptop would be much more expensive, so I had no choice but to get it repaired.

On August 26, 2024, I transferred the repair fee of 8,127 TL via wire transfer and sent the receipt back via email. I also called customer service to confirm that the payment had been received. On August 29, 2024, I called customer service again to check on the repair status. To my surprise, they told me they were still waiting for payment confirmation. I informed them that I had made the payment three days earlier and that I had already sent the receipt back, and a customer representative had confirmed that the payment was received.

They then explained that the payment confirmation is handled by their international office, and only after this confirmation would they proceed with part procurement and the repair process. Throughout this entire 15-day period, I have had to constantly follow up because they never reached out to me.

As an engineering student, my laptop is essential to my daily life. While I am very satisfied with my laptop, I am extremely dissatisfied with HP Turkey’s authorized service center, BDH Bilişim Destek Hizmetleri San. ve Tic. A.Ş., and all but 2-3 of the HP customer service representatives.

I have recommended HP to six of my friends, who then purchased Victus and Omen models. But now, my laptop has been out of service for 15 days, and they are telling me that the payment has not yet been confirmed by their international office. In short, when I asked how much longer the repair process, including part procurement, would take, they replied that they did not want to misinform me and simply said they didn’t know. If this process was going to take so long, my laptop could have been returned to me after the issue was diagnosed within 3-4 days. Then, after the payment and part procurement were complete, I could have brought it back for repair.

I have already been without my laptop for 15 days, and I have no idea how much longer this process will take. Moreover, I am not receiving any updates. I am sharing this in the hope that the process might speed up and be resolved.

I would greatly appreciate any assistance you can provide

[Dragon-Fur]

@HyperSethRa 

Welcome to the HP English Community --

In our region -- so very far from where you are located -- "authorized" repair centers are actually separate companies from HP.  

While HP did at some point authorize the repair company to repair HP devices using HP parts, the repair company itself is not part of HP and is not controlled by HP.

What does that mean?  Perhaps nothing -- International laws are different for a reason.

What can we do?

I will forward your message to our Moderator team.

Should there be a response, look for a message here before the agent uses other methods to contact you.

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