Complaint Review: Hewlett-Packard - HP

I have lodged a complaint (Case ID 2603240764) with HP customer care for my HP Pavilion notebook dv6265us; the CS executive had instructed me to take the laptop to the Andheri Service center.

The service center has quoted an amount of Rs.15850 /-as the charges for the mother board replacement. The laptop is 1.4 years old, which clearly indicates that the warranty period is over. But I am in question about the quality of the HP products specially the Notebooks, as this is not the first time I have come across this kind of issues with HP.

I have a Second laptop model: Compaq 6320, in which I have faced frequent issues and almost all parts from motherboard / DVD writer / screen etc. have been replaced in this unit. I have all the Call proofs. (Thank god this product is in warranty). This is giving a bad picture of the world class image of HP Quality.

And I had been a big fan of HP customer care, but recently while speaking to customer care for these issues, even this image got deteriorated. I spoke to a Customer care executive named VIKAS (date: 06th Oct 2008 / Time: 11; 30 am) and asked him for help, but the attitude displayed by this executive was hurting to this image and name of HP. He refused to give me customer care email ID and said he dint know the ID and banged the phone on my face. He even told me to go ahead and report to consumer court, for this issue. I assume the calls are not recorded for quality monitoring that is why the executives can behave in such manner with the customers. (I have called from 9223289834 to HP customer care number 02230306363 and navigated to Hp pavilion notebook menu on the IVR)

The product quality of HP products seems to have gone down and sorry to say but this products seem to be nothing better than the cheap imitation Chinese products available in the market which also work for a warranty period of one year and then have to be thrown away. As for this case, I won't be able to bear the cost of 16K for repairing this laptop. It's like a use and throw product for me now. This issue needs to be highlighted, and will take it to the necessary authorities for justice.

We are eagerly waiting for any kind of resolution, possible from your end. As still I have some trust left in HP. Remember Customer who complains, has still some trust left in the organization, the day we lose it we will turn to some other brand without any further complaining.

I would like to know if there is any kind of a SLA (Service Level Agreement) of responding to customers for any Case ID generated.

I have been waiting for more than a month now for my HP Laptop 6265us case. The Laptop is still lying in the service center. I would like to bring to your notice that the HP customer care is not at all responding on my case, and this is very irritating. Even after a continuous follow up with Customer care on phone (022-30306363) and generating case ID's (Case ID 2603240764 and Case ID 2603259657), On email ( sent email to in.ced@hp.com ) and generating a Case ID on the HP site (CCHSAP169428), I have got absolute no response from anywhere. Is this a Kind of service assurance given to a customer by HP. Let me know what other mediums I should try to get in touch with HP customer care, I will gladly try those too. I am seeking a resolution for this case, as I cannot afford to put Rs. 15850 to recover my 6265us laptop.

For my other laptop nx6320 from the commercial series, the following case ID's were generated and subsequently the mentioned parts were replaced. It can be observed that the motherboard had to be replaced two times in a time span of less than six months. This seriously indicates some concern in the quality of the parts installed by HP which could be termed as substandard.

I am fighting for the case of my pavilion series laptop 6265us, it's very easy for HP to raise their hands and say that the laptop is out of warranty. But now the quality of the HP products is questionable. Are the Laptops supposed to work for the warranty period of one year only. Are these some cheap chinese products that we are suppose to use and throw. NO atleast i cannot afford this , Not in India.


First Case
Issue Reported Date: 28th February 2008
Issue Reported: DVD not functioning
Case ID: 2215660465
Resolution: DVD replaced

Second Case
Issue Reported Date: 2nd march 2008
Issue Reported: No Display / Finger print sensor problem / DVD ejects automatically
Case ID: 2215003959
Resolution: Motherboard / DVD / Biometric sensor replaced

Third Case
Issue reported Date: 9th April 2008
Issue Reported: Blue screen, Display issue
Case ID: 2216190555
Resolution: Display panel LCD Screen replaced

Fourth Case
Issue Reported Date: 4th August 2008
Issue reported: MMC card not working
Case ID: 2602326720
Resolution: Mother board replaced...

Fifth Case
Issue Reported date: 18th Oct 2008
Issue Reported: MMC card not working
Case ID: 2603575627
Resolution: Was informed that I would need to format my Operating system to solve this issue.


Remeber " There is only one Boss, the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.

Francis menezes
Mumbai
India

Click here to read other Rip Off Reports on Hewlett-Packard - HP