HP Singapore poor customer service

[Almeip01]

On the 1st of September 2021, I had a spillage over my keyboard and the keyboard stopped working. I called the support line and the remote diagnosis was done smoothly and in a fast way. Confirmed no issues with motherboard only keyboard, I was forwarded to Quoting team for a spare part quotation where I highlighted that my laptop had a Portuguese keyboard.

Everything was handled well, but when the technician scheduled a visit to replace the keyboard in early October the first disappointment happened and they brought a local keyboard (SG) despite I highlighted that my keyboard was Portuguese.

Since then 3 months went by with back and forth between the quotation team and technicians and until today I haven't received a keyboard replacement nor have an expected timeline to receive it. In this time, a spare part could have already been ordered from anywhere in the world.

Can anyone help me in escalating this issue and help solve it.

[Dilip_18]

Hi @Almeip01

I'd like to help!

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[Almeip01]

I have been contacted by HP India who manages the agent in HP Singapore, and the conclusion until now is:

1. After 4 months they now tell me my guarantee is over. True but my support request was filed in September 2021, and the guarantee finished in Jan22 (who's responsible for not having the part and not telling transparently that HP is not providing support to laptops bought outside Singapore until now);

2. They offer me an external keyboard solution, which I refuse as not acceptable to carry daily a laptop and keyboard in a backpack;

3. They confirm they despite I being within guarantee, I should contact HP in Portugal to get support;

4. I request my money back for the keyboard I paid in advance, and they refuse to give me my money back. I was shocked, it seems next step is to file a complaint with Singapore authorities for consumer fraud;

Unbelievable for a brand like HP. Need to think twice next time before by HP laptop