Complaint Details

Status	:	Closed
Complaint No	:	0108071/2019
Category	:	Computers & Accessories
Date	:	31-01-2019
Subject Line	:	VERY POOR PRODUCT QUALITY -- NEED FULL 100% REFUND AND PRODUCT RETURN
Complainant	:	RISHI MATHUR
Address	:	H-1008, STELLAR JEEVAN, SECTOR 1, GREATER NOIDA
Complainee	:	HP INDIA
Address	:

Complaint Details
Complaint Against: HP Laptop
Reason: Very Poor Product Quality. Poor Response from
People Concerned: HP Company Top Management
Veera Raghava, Nirmala _nirmala.veera-raghava@hp.com_, Sumeer _sumeer.chandra@hp.com_, Dion Weisler _dion@weislers.com_, Dion _dion.weisler@hp.com_, Narendra (APJ CS India) _narendra.raykar@hp.com_,
"T.G (PPS CSS APJ)" _t-g_sureshbabu@hp.com_, Consumer APJ _hpservicesupport_apj@hp.com_, HP Service Support _hpservicesupport@hp.com_,
tgs@hpe.com.
Date: January 31, 2018
Place: Greater Noida. Dist.: Gautam Budhh Nagar


The Issue:
I purchased a new HP laptop (Model: 15BS658TX, Serial Number: CND8071JYD) on July 25, 2018 at Rs. 36500. I am freelancer designer by profession and make my living very rigorously. I keep my laptop with utmost care and carefulness which every customer like me is supposed to do. Last month, I noticed a manufacturing defect with my display and logged a complaint with the HP Telephonic Support Team. After a lot of documentation and communications, the display was replaced successfully. However, I strongly noticed that the quality of display output was severely low as compared to the factory assembled display.

I communicated about this matter to Mr. Pankaj Thakur, the Service Engineer who was assigned the above service task and he was so kind to assure me that he will look into the matter and get it rectified. I highly appreciate Mr. Pankaj Thakur for his dedication and service quality.

Another complaint was logged in the next few days and the display was replaced 2nd time with a new one. This time the display output quality was very good just like the factory assembled piece. However, again, there was a pixel issue with this 2nd display which Mr. Pankaj Thakur also acknowledged and suggested me to lodge another complaint.

The 3rd replacement of the display has been made by Mr. Pankaj on December 18, 2018, but unfortunately, this time too the display quality output is severely low as compared to the factory assembled display.

I wrote to HP Management / HP Leadership Team explaining the whole issue and requesting a quick and final resolution. Post this, Mr. Girish from HP company contacted me to offer me a Full Refund OR Replacement of the laptop. I opted for a Full Replacement of my existing laptop with a new, well tested and proprly functing laptop.Since I had been using this new laptop unit, I had been noticing a 'tuk' sound from the area near left speaker whenever I lift the laptop from the bottom.

On December 29, I collected the new laptop (replacement, Model: 15BS658TX, Serial Number: CND8251YKC) from Noida Service Center of HP and surrendered my faulty laptop with original bill.

However, SINCE I HAD BEEN USING THIS NEW LAPTOP UNIT, I HAD BEEN NOTICING A 'TUK' SOUND FROM THE AREA NEAR LEFT SPEAKER WHENEVER I LIFT THE LAPTOP FROM THE BOTTOM.

I had been consulting with the HP support on this, and they advised me to keep using it. As per them, the sound is coming because it's a very new laptop and it will go away with gradual use with time. However, I wasn't much convinced on this and investigated by myself at my own level, and tried to observe/figure out the source of this sound. I found that the plastic panel near the keyboard is loose fitted/ ill-fitted/ bulged which raises whenever I lift the system from the bottom and produces a 'tuk' sound. The sound is loud enough to be heard in a normal room environment. I never heard such sound from the plastic body from my previous machine that was replaced.

Today early morning, while I was enquiring about an invoice/documentation regarding my current HP laptop, I also inquired about any update on the above issue for which my communication with HP office is going on, and thus explained them about the same.

Engineers Visit:
The service engineer from HP, Mr. Kamal visited my place on Jan 22, 2019. I appreciate he gave proper time and checked it thoroughly. However, he did not at all acknowledged the issue remains is as it is. Rather he politely advised me not to think much about it and keep on using it. I am a small time designer, and I want my machine to have a long life with best product quality. Therefore such issues are of big concerns to me. I trust you can understand.

Current Communication with HP:
Sometime after the Engineer's visit, I got a call from Ms. Veera Raghava, Nirmala, from HP. She patiently listened to my above feedback/observation about the issue and engineer's visit and was so-kind to understand my situation. She advised me to keep using the laptop for a week hoping the issue should get resolved on it's on with regular usage, which I also felt reasonable. I am still using it, but since the issue is with the plastic body, it doesn't become correct on its own. The sound is still there whenever I lift the laptop from the bottom.

The response from HP office / Ms. Veera Nirmala is very slow and in frequent. Days passes and there is no revert from her/HP office on my mail communication. They never share an official phone number of the HP Office. The toll-free support never have a concrete solution.

Ms. Veera Nirmala again and again asks to validate the issue by arranging service engineer’s visit, and by arranging the same engineer (Mr. Kamal) who obviously is not ready to acknowledge the issue. They are just buying time and lingering on the final resolution.

Communications with National Consumer Helpline/Forum:
They have registered my grievance and after the engineer's visit and continuing the issue, they have been thoroughly advising me to move ahead to NCDRC / Consumer Forum. However considering my pleasant and great service experience with HP and its entire support team, I want the resolution of my issue amicably and peacefully.

After my bad experience with my previous laptop unit, I wanted and hoped that the new/ replacement unit would be perfect like every customer rightfully deserve. But still, there are quality issues in this new unit, which is not appreciable.

It is a very new laptop and not even a month has passed since I picked up and using it, and won't like it to be dissected.

As i mentioned above, I have great respect, trust and gratitude towards everyone at HP since they have been so kind and supportive in every manner. However, as a small time designer, I work very rigorously to make my living, and thus I want and obviously expect my computer to be perfect in all senses and manner. Small issues in these machines (computers, laptops) become big with passage of time, and worse, which I being a small time designer can not afford.

I've already shared the evidences (video recording and image) with HP management and Support Team in my discussions. Please feel free to let me know for anything else.

MY Expectations for Final Resolution
100% FULL REFUND OF MY PAID AMOUNT RS. 36500 AND PRODUCT RETURN WITHOUT ANY FURTHER DELAY.

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