Very unsatisfied support from H India call center and ASP -Laptop Main Board issue within one month

[ShinojDubai]

Dear HP Team,

Ref : HP laptop purchased on 21st Aug 2020 SL : [Personal Information Removed], CASE ID: [Personal Information Removed]

The shop given this unit in asp in the name of Baiju who is the shop staff.

We are very unsatisfied with Hp support india call center and ASP ( kozhikode kerala, India ) whois handling this case.we have asked asp to provide diagnostic report  for this unit but they are denying to give and says that is against hp service policy,  so please check whether asp is telling false statement ? I have worked in hp asp many years and we have provided all the reports to customers if needed. 

We have made 100s of calls now still Hp is not provided prompt support as we are using the laptop for online classes so now we have lost our faith and trust in hp. 

I am working in Dubai and I am writing to you on the behalf of my sister Sheeja who bought a HP laptop on 21st Aug from Guru infosys Kozhikode , Kerala which has been got major main board issue as the unit is not giving display and hanging, not going to even BIOS as per the shop team. 

The product has been submitted at shop Guru on 25th or 26th Sep, as per the shop the unit has been submitted to WIPRO LTD C / O Petra infoserv Pvt Ltd ,Kozhikode on 28th Sep 2020.

When I was contacting you through chat you asked for an HP case ID but as per this shop there is no case ID till this time.

When we search the HP website we have seen the contact details of Petra but they are also not answering the call to get the HP case ID.

So ultimately we have found no proper support for the product which has failed in a short duration and the same laptop is used for online classes everyday as she is a teacher.

Today we got a call from the shop and said the repair will take another one week.

Kindly note we are very unsatisfied with this product and not expecting a major failure of the product within a short period which shows the quality of the product is not tested. 

So we are not ready to accept any type of repair activity on this particular unit instead we are requesting you to replace the new full box as this symptom is showing a main board issue and the same is a manufacturing fault. 

Expecting a positive and efficient support for these issues urgently as we need the laptop very urgently. 

In general this kind of issue will be affecting the overall customer satisfaction and kindly investigate why ASP is not picking calls? 

Also requesting you to find our system from the serial number as I believe all ASP following the guidelines of HP so the job should register in the HP system to follow up when customer complain and the same is not done by ASP I believe as your online chat assistant was asking the HP case ID even after I have provided the unit serial number.

Phone numbers as below

Sheeja : [Personal Information Removed]

Shinoj - Dubai : [Personal Information Removed]

Regards

Shinoj

[ShinojDubai]

Dear Hp support,

Thank you very much for your feedback. As HP asked to call service manager mobile [Personal Information Removed], we have called this number who said his name is Mr.Nikhil, and it seems he is not willing or not able to handle genuine frustrated customers. He was just talking about a 14 days policy for Doa but it is nothing to do with our concern. Instead he has to logically think and find a solution instead of speaking rudely to a customer that shows the bad quality of a hp support center who represents the name of the brand.We hope that we have got a refurbished hp unit which repacked somewhere otherwise within a short time the laptop like a world top branded will never fail a major part like the main board and we can't try again second time for the another issue which will definitely would come in a faulty unit.

Moreover please note the asp said they will never share any service report to customer which is against hp policy, kindly verify how an asp says this kind of wrong information which is not customer supportive and I believe hp policy will be never hidden instead it is transparent but asp making hp name bad.

We have reached the final conclusion that HP does not value customers and their money as asp behavior is very bad.

Regards

Shinoj

[Riddle_Decipher]

@ShinojDubai I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

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