Cracked bottom base called customer care, no proper response from them

[GopalDhand]

My laptop base broke by itself. I called customer care on 05/07/24 Mr.  Karan Kota told me to share pics of cracked part and then he replied that this crack is accidental case and its not cover under guarantee, I have to pay the charges to replace base and other parts. I asked how can you say that this is a accidental case and what are the charges, he said we have a higher/level 2 team they checked pics and they replied that this is an accidental case. I requested him to share reply of higher team, he says within 30 mins I will get reply and within 2-4 hrs. I will get quotation on my mail. I got the quotation on 05/07/2024 but till date (11/07/24) did not get reply of higher/level 2 team how the conclude this is an accidental case. I sent more thn 4 mails to Mr. Karan to get reply of level 2 team, but not reply from his side. They closed my case ([Personal Information Removed]) auto without sending reply. I am attaching all the pictures broken parts (red circle), quotation recd. and emails sent to Mr. Karan and request experts to please look into and resolve the issue. HP is renowned company and do not why customer support is behaving like this. 

[Irfan_06]

Hi @GopalDhand,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that there is an issue with the laptop hardware and may need repair.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the 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

Take care and have a good day.

Irwin6

HP Support