No touchscreen support for HP ENVY Laptop - 15-ep0142tx

[Amar45354236]

Hi,

I had placed an order for HP ENVY Laptop - 15-ep0142tx on 1st Sep through HP e-store website and I received the order on 5th Sep. With an extraordinary delivery service, the delivery boy was carrying my laptop worth Rs 1.70 lac on a very old bicycle with loads of other parcels on it, which gave the very first impression to me how HP is delivering their so called high end products these days without giving any importance to product safety and customer experience.

Now, coming back to the main point, as advertised for this particular model on HP India e-store website, it’s having a touch-screen display. But when I unboxed the laptop and powered it ON I found there is no touch-screen support for this particular model.

So, within an hour I called the HP Customer Support, and here was waiting my third surprise : As per the discussion with the support representative, he was trying his best and hence insisted me multiple times to re-verify that this particular model is having touch-screen display or not as even he is having doubt on this. After arguing with him for almost half-an hour and providing him reference to HP e-store websites, somehow he got convinced and created a ticket but that also mentioning that its having some hardware issue with touch-screen which needs to be fixed and hence some engineer needs be assigned for this without connecting/updating this issue to the sales team.

So, I directly called on 1-(800)-108-4747 regarding this issue and as suggested by the representative, this needs to be resolved by "opsmanager@hp.com". So, then I dropped mail to this team but there is no reply so far from this team also.

I have few queries related to this which I would like the HP India to answer on this :

i.) As a wrong delivery has been made by HP, and I have already updated the concerned team and requested for a full refund as per HP refund policy, by when can I expect a reply from "opsmanager@hp.com" as 3 days are already passed and I am in urgent need of a new laptop?

ii.) If this particular model is really not having a support for touch-screen display, why it’s being advertised like so on HP e-store? Isn't this a clear case of disguise and fraud?

iii.) If this particular model is really having a support for touch-screen display and if it’s some kind of hardware/configuration issue, how it’s getting shipped without any proper testing? Because its ultimately me as a customer who is suffering even after investing 1.70 lac of money and my time?

[TEJ1602 · Accepted solution]

@Amar45354236, Welcome to HP Support Community!

We shall escalate this issue to the concerned team.

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