Recently in March 2020 I purchased a HP Pavilion X360 laptop for personal use. When I wanted to buy one, I did look no further than HP since I was an ex-Employee.
ISSUE: The laptop screen started to flicker all of a sudden on 2nd Aug while I was checking my personal mails. When I rebooted the laptop the following day, a black spot appeared on the screen and the flickering continued. all my calls to the service desk went totally unheard and to add to my agony, I was told that this is out of warranty and was blamed for inapproriate use (Despite explaining & assuring over call that there was no mis-handling or damage done! I had to encounter a very Rude and Bossy support personnel. Apparently the laptop needs to be repaired at my cost (almost 80% of the price I paid for the new laptop a few months ago) and for no fault of mine!
I had not seen such behavior / attitude of lack of trust from someone at the service desk, be alone human and courteous! Why would someone not own up their mistake? To err is to human! Is that basic quality not being addressed any longer at HP? My days in the company were among the most cherished ones but never this attitude that I had to encounter. Being honest and practising integrity does not pay at HP. Contrary the customer gets blamed! This is deeply saddening.
Via this community, would I have someone who can lead me to an escalation path or should I consider taking a legal route? Suggestions welcome.
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