I had purchased a HP Laptop from Croma at R city Mall Ghatkopar on 19/09/2012. I then left for Delhi for my Post Graduation studies. My first visit to the service centre was in Jan when my system crashed, and the people at the service centre replaced my hard disk after a week of waiting. They also did not give me back my original operating system. They replaced it with a trial version of Windows 7. I had to then buy an Original Windows Package (Rs 3000). The next month I started facing heating issues with the laptop. I made another trip to the service centre and they just cleans the fan and gave me back my laptop. After a month the heating issues started again to which I called home a HP technician to come and check my laptop. He agreed to the heating issue and changed the heatsink. All this while I was in contact with Mr. Prashant who was the Customer Relations Manager. He tried to brush off this heating issue by saying that heat is a by-product of any electronic appliance. (The laptop used to get heated to 82 degrees Celsius with just normal use for 10 minutes)All this happened within the first 5 months of buying the laptop. I requested for a replacement of the laptop to which they refused. I faced the issue again in March and contacted Prashant to which he replied “I am on personal leave on 13th March 2013. please expect a delay in response.” I again faced the heating issues again in June 2013, when I contacted Prashant regarding this I did not get any response. On my return to Mumbai I still faced the heating issue and went to go to Croma (on 11/12/2013) from where I purchased the Laptop as it was under extended warranty. They (Ms Beena) accepted the heating issue and asked me to submit my laptop for repair and said it would take a weeks’ time. In 2 days I received a call from Ms Beena asking if there was any physical damage on my laptop to which I replied in the negative. The next day she asked me to come and submit the charger and battery which I did. Subsequently I made numerous trips to Croma on the 14th, 22nd, 27th Dec 2013. During these trips Mr Mohsin, Ms Karuna Mr Bijay promised that they would call and let me know the status of the laptop which they never did. They also did not answer my calls. On 3rd Dec they called me to collect my laptop and I was Shocked to see my laptop damaged on the bottom right hand side and also the one screw and rubber bushing that hold the back panel were missing. I refused to collect the laptop in that condition. They promised to get back to me which they never did. On the 8th I again made a trip and they still did not give me a solution for the problem. Mr.Mohsin said that the laptop was damaged when I submitted it initially to which I asked him to confirm with Ms Beena who had initially taken the laptop and she agreed there wasn’t any damage. I made another trip on the 10th of Dec and it was then that Mr. Bijay told me that I would have to pay Rs 3500 for the repair and again

Replace the present laptop with a new one as it has undergone so much repair. Provide adequate compensation for all my monetary expenses incurred during this whole episode.

Complainant Information
name- rufusking