HP Authorised Dealer Complaint

[kartiksharma67]

Dear HP India Customer Support Team,

I am writing to formally report a deeply concerning experience at Kirpal Computers (HP World), Hoshiarpur, an HP Authorized Dealer, and to request a fair investigation into the technical advice I received.

I visited the service centre with a simple request to upgrade my HP laptop by installing an additional 8 GB RAM.

Instead of performing the requested upgrade, the technician informed me that my SSD was "completely damaged" and stated that installing additional RAM would be of no benefit unless I first replaced the SSD. He verbally quoted approximately ₹6,000 for the SSD replacement and ₹4,800 for the RAM upgrade.

When I asked how he reached this conclusion, he downloaded and ran HD Sentinel Pro Portable on my laptop and showed me a temperature reading of approximately 64°C. Based on that temperature alone, he stated that my SSD had failed and required immediate replacement. No written diagnostic report, SMART health report, or technical explanation was provided to support such a serious recommendation.

As a student, being told that I suddenly needed to spend nearly ₹11,000 on repairs was deeply distressing. For those moments, I genuinely believed that maintaining an HP laptop might become financially difficult for me if such unexpected repair costs were presented without clear technical justification. Thankfully, my father encouraged me to seek a second opinion before proceeding.

After returning home, I independently checked the SSD using both Windows Storage Health and CrystalDiskInfo. Both indicated that the SSD was functioning normally:

• Health Status: Good (88%)
• Critical Warning: 0
• Media and Data Integrity Errors: 0

I also obtained an independent opinion from another computer technician, who confirmed that the SSD appeared healthy and that only the RAM upgrade was required.

This experience has left me with one important question:

If customers cannot rely on the technical advice provided by an HP Authorized Dealer, then whom are we expected to trust?

I am not alleging intentional misconduct, but I am deeply concerned that such a costly hardware replacement was recommended without documented technical evidence. Customers should never be placed under unnecessary financial stress because of an unsupported verbal diagnosis.

I respectfully request that HP conduct a fair, impartial, and thorough technical investigation into this incident and review the diagnostic process followed at this service centre.

I am fully prepared to support HP's investigation and can immediately provide Windows Storage Health screenshots, CrystalDiskInfo SMART reports, photographs, and any additional information or evidence required to assist your technical team in reviewing this case.

I chose an HP Authorized Dealer because I trusted that I would receive accurate, evidence-based technical advice. I sincerely hope HP will investigate this matter thoroughly and ensure that every customer who visits an HP Authorized Dealer leaves with confidence in HP's technical expertise, not with fear that they may have been advised to replace hardware unnecessarily.

Thank you for your time and attention. I look forward to your response and to a fair and transparent investigation.

Sincerely,

Kartik Sharma

Laptop Model: HPLaptop 15-di2000TU

Date of visit in HP dealer: 03/08/2026

Time: 16:15

[SteffenBaierUK]

Hello @kartiksharma67 ,

Welcome to the HP community.

This is just a Peer-to-peer community forum and not HP Support. We are all just Volunteers.

If no other volunteers reply, I suggest you contact the HP Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[Animatryx]

Hello @kartiksharma67 

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 https://h30434.www3.hp.com/t5/notes/privatenotespage with the following details:

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