Need immediate attention for my unresolved case id

[Pooja0111]

For my case [personal information removed], there's no solution from HP. Therefore I demand replacement of my LAPTOP. Kindly arrange to send a NEW laptop.

See below details of the complaint and issues faced:

10 April 2021 - I bought a HP Pavilion x360 Convertible 14-dw1000 Laptop in May 2021 from Extra Oman in Muscat.
Model number: HP Pavilion x360 Convertible 14-dw1000
[persional information removed]
Product number: 30Y27EA#ACJ

14 June 2021 - I started using the laptop for office emails and website browsing from June 2021 from Mumbai, India.

14 September 2021 - Within 4 months of purchasing the laptop, it stopped working. Complaint was made to the customer care. Earlier there were issues with operating system. The screen displayed the STOPCODE error. After numerous calls, HP customer care created case id 5072511504 to report the issue. They asked me to reinstall the Operating System. After I arranged a backup system with Windows 10 and a pen drive of 4 GB in between my hectic work schedules, the HP laptop stopped.

19 September 2021 - The light on power button stopped glowing. Inspite of full charge, the laptop didn’t start.

I tried connecting the laptop to external monitor. It worked fine on external display. So now the problem found was with display. The display didn’t start. It showed blank screen. Now the power button glows and the laptop starts. But the display is blank.

8 October 2021 - Faulty part is still not ordered by HP.

15 October 2021 - HP technical support team sent a representative after a month of constant follow-ups and reminders with the lazy, careless teams. It was found out that the part wasn’t compatible. Now I have been told by the sales support team that the part is not available in India.

I called up HP Oman and they have denied supporting the damage since I am currently in India. They have asked me to approach HP India. So basically, my laptop which is under international warranty is damaged in 4 months and HP is not able to fix the problem. It is clear that HP has sold a faulty damaged piece to me. And now they are not bothered about taking responsibility of the fault.

30 October - I received a call from Escalation team member Mr. Arvind who assured me that he will sort out my issue. However, as always he sent the same emails and went missing without providing any solution.

8 November - I received a call from some Mr. Abhishek from Escalation team who promised me that he will help me. He assured me that he will send an email with a copy to the HP India management so that my grievances are addressed. I haven't received any email after 6 hours of our conversation.

I have been chasing the customer support team in India and Oman and the service center in Mumbai since 16th September, but the representatives have been absolutely inefficient and unsupportive towards the problem. The callers on phone have no courtesy of speaking to customers, the technical team is non-competent.

The overall experience has been a nightmare despite purchasing an expensive laptop under international warranty. I have lost over 6 weeks of the warranty period. Furthermore, I have lost office-related critical project time due to the damaged laptop.

Considering all the inconvenience and the loss, I demand a replacement of my laptop. I demand HP to arrange a brand new HP Pavilion x360 Convertible without further delay and inconvenience.

[praveenbv]

Thank you for waiting! I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send us a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

It's been a pleasure interacting with you and I hope you have a good day ahead.

[Pooja0111]

HP has sent technicians with faulty non compatible parts thrice. They don't know their own products. They are only experts in wasting time, so that the warranty will eventually expire. This is terrible, horrible, pathetic service! After my last post here, their customer service caller named Abhishek Banerjee wasted another 4 weeks of my time. He is as incompetent as his predecessors. After all the delay, now they have confirmed that they won't be able to help me out. They have asked me to speak to the parent country for replacement. The parent country (Oman) has refused support, which I have informed HP India. Yet they are acting dumb by repeating the same excuses!

Indeed there is no solution but take the legal route now!