Formal Complaint Regarding Faulty Laptop and Substandard Customer Service

[ZXSD]

Dear HP Support Community,

I hope this message finds you well. I am sharing my recent experience with a laptop purchased from Currys, which falls under the HP brand. I intend to provide insight into my challenges and seek guidance or resolution through the support community.

On 04/02/2020, I acquired an HP Spectre Folio 13 laptop from Currys for £1200, hoping to obtain a reliable and fully functional device. Regrettably, this has not been my experience, as the computer displays a critical flaw that renders it unusable without a constant power connection. The onset of this issue occurred after the expiration of the device's warranty period, which is concerning and suggests a potential manufacturing or quality control oversight.

Upon discovering the fault, I contacted Currys for assistance, initially receiving assurance from their staff that I would be entitled to a full refund if a manufacturing fault were identified. However, subsequent interactions have been characterized by disappointments and unprofessional conduct.

Despite assurances, negotiations with Currys staff, particularly Muhannad, yielded unsatisfactory results, with compensation offers falling far below the device's value without clear justification. Attempts to seek resolution through the technical department, specifically with Mali, were met with delays and unfulfilled promises.

Furthermore, encounters with Currys staff members, including Zina, were marked by rudeness and a lack of transparency regarding their organisational roles.

Given these challenges, I seek guidance from the HP Support Community on how to address this issue effectively. My ultimate goal is to obtain a fair resolution, which may involve pursuing legal recourse if necessary.

Any insights, advice, or support from the community would be greatly appreciated as I navigate this situation.

Thank you for your attention to this matter.

Sincerely,

Mack

[Dragon-Fur]

@ZXSD 

Not sure whether calling out individuals in any company is in best interest of anyone involved.

Doing so might be a bit like standing on a street corner and trashing random people.

That said, 

Our HP Community are not Curry's caretakers - nor does HP have any way (or interest) to intervene with a customer dispute with another company.

I've sent your comments to our Moderator team for consideration.

Should there be a response, look for the agent to contact you here before using any other means to contact you.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

[Sneha_01]

Hi @ZXSD,

Welcome to the HP Support Community

I understand you are facing an issue with your laptop. Not to worry I will help you to get a resolution to resolve the issue.

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action.

Please check your 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.

I hope this helps! Keep me posted.

Have a great day!

Rachel571 

HP Support

[ZXSD]

Hello,

Thank you for your response. I must admit, I'm a bit disappointed. Your initial message seemed promising, offering assistance and reassurance. However, it appears that there's been a change in approach, and I'm now being directed elsewhere for support.

While I understand that there may be limitations to what can be done through this channel, I had hoped for a more concrete resolution or at least some further guidance on how to proceed.

Nonetheless, I appreciate your time and assistance thus far. I will reach out to Curry customer support as suggested.

Thank you and have a good day.

Best regards,