No proper repair or resolution even after 3 months

[WhodisMan]

I am writing to address a persistent issue with my OMEN 15 laptop, which I purchased from the HP store in Lulu Mall, Edapally, in January 2022.

Timeline and Details:

January 2022:

• Purchased OMEN 15 laptop from HP store in Lulu Mall, Edapally.

July 2024:

• Laptop ceased functioning altogether.

• Diagnosed with a motherboard issue at the service center; motherboard replacement was required.

• This process took an extended period, resulting in data loss and considerable disruption to my work.

Post-Motherboard Replacement:

• New issues emerged: laptop restarted or crashed unpredictably.

• Significant delays and productivity losses ensued.

October 4, 2024:

• Received a call from the service center requesting remote access to my laptop.

• Allowed remote access; event logs checked when the laptop restarted on its own again.

• Informed that an engineer would visit onsite with a spare part (no specific part or time provided).

October 10, 2024:

• Nearly a week with no response after being informed that the case would remain open for one business day.

• Technician visited my home with a replacement motherboard.

• The restart issue seemed resolved, but a new problem: buzzing noise from the left fan.

• Informed technician who ordered a set of fans for replacement (expected another week).

October 12, 2024:

• Laptop wouldn't turn on after returning home to work.

• Troubleshooting steps guided by the technician did not resolve the issue.

• This is the second motherboard replacement in under three months.

October 14, 2024:

• Technician replaced the fans but found the motherboard to be faulty again.

• This is the third faulty motherboard.

• Over three months have passed without a resolution.

Current Situation:

• Laptop is essential for my work; significant inconvenience and financial losses incurred.

• Multiple interactions with customer support via WhatsApp and service centers.

• Assured of escalation and response within 24 hours, yet no follow-up.

Requests:

1. Full Refund: Considering the persistent issues and the time lost during repairs, I request a full refund for the OMEN 15 laptop.

2. Extended Warranty Reimbursement: Additionally, I paid extra for an extended warranty with Accidental Damage Protection (ADP). I expect reimbursement for this amount as well.

Please provide instructions on the next steps for initiating the refund process. Given the slow response and inability to resolve these recurring problems, I am left with no choice but to seek an alternative solution. If necessary, I am willing to return the laptop promptly.

If further information is required to expedite a resolution, please let me know. I feel that HP's service team is not taking this issue seriously, and the entire process is exceedingly slow. If I don't receive a satisfactory response, I will be compelled to file a formal consumer complaint. I hope it doesn't come to that and trust you will help resolve this promptly.

If you cannot assist further, please provide the official company name, address, phone number, and email address for HP India so that I can proceed with filing a consumer complaint.

Thank you for your attention to this matter. I look forward to your prompt response.

[Sneha_01]

Hi @WhodisMan 

Welcome to HP Support Community.

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

I am really sorry for the inconvenience caused to you. Could you please share the existing case number in a private message?

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[WhodisMan]

I have sent the DM