I had purchased an HP laptop (15-b004TU) on EMI on 19 February, 2013. Intially it was fine but after few days (may be after 20-30days), I realised that my laptop was getting stuck sometimes and getting hanged. I thought that it is happening due to my mistake as I am used to open many windows.

After a couple of months the situation became unbearable and I noticed carefully that this was not happening because of my fault as mentioned in point number 1 but system was hanging again and again with may be 1-2 windows also.

By the time I could react, finally one day system stopped and was not even getting switched. I got really worried and called up the customer care of HP. They helped me to start the system and also advised to clean up the system in order to ensure that my system does not hang again.

Despite of cleaning up the system, I was facing the same problem and therefore, I called up the customer care and raised the complaint. They had sent one of their engineers for checking my system who informed that the Hard Disk of this laptop was corrupt, due to which I was facing this problem and he advised me to get the hard disk replaced as my system was in warranty.

I did not accept it this as I wanted to get the system replaced. HP customer care team refused for it and my case was referred to Ms. Swati Das (India Customer Relations Team, APJ Quality & Customer Assurance, PPS CSS Hewlett-Packard India). She contacted me on 09 May (on the same day or after a day) and informed me that she is looking into the matter and will get back to me. She mailed me on 10 May (at 01:39 pm) that her call went unanswered. I mailed her back (at 01:56pm) to call me as her number was engaged. I did not receive any call from her, despite of my reminder mails, till I called her on 14 May. She wanted the copy of my invoice and I sent it to her on the same day.

After this she informed me that the laptop cannot be replaced as the HP policy does not permit this. This could have been done within 15 days of purchasing only and not after that. Now, only the system can be repaired and not replaced. Ofcourse I did not accept this as a resolution. I requested her to again look into it. On 03 June, I again mailed her to know if things have been sorted out and informed her about the problems I was facing but she refused. She said that because it is an electronic and therefore, it can go faulty and it is not a fault of HP and therefore, they will only replace the hard drive. I replied to her mail by asking for her supervisor’s details to escalate the matter. On this she called me on 12 Jun and informed me that even the supervisor will give the same answer and therefore, it would be of no use.

After this I kept on mailing to her and the HP team but no one responded to me till 05th Sep when Ms Girija contacted me and after all the discussion she informed me exactly the same same as Ms. Swati that HP will not replace the system with a new one. I finally thought that I have no other option but to bend down in front of HP and therefore, I agreed to get the system repaired.

Their engineer came after several reminders to M/s Sysnet global technology (HP’s associates). Engineer asked me to get a 32 gb pen drive and take the recovery of the windows, etc in that. I had again no choice and therefore, I purchased a pen drive worth approx. Rs.1200/- for doing this. Today when I tried to do the recovery nothing was happening. I called up the engineer to find out the reason. After asking few questions, he apologised and informed me that according to him the recovery drive is also corrupt and therefore, purchasing the pen drive was of no use. He also informed that as the recovery drive is also not working, therefore, I will need to purchase the new Windows which will further cost me around Rs.1200/- more.

Finally I called Ms.Girija at +080-33838568 at 04:40 pm but the number was temporarily out of service, therefore, I mailed the issue to her but till the writing of this mail to you, I did not get any response from you.

You are requested to please intervene and get this issue resolved and get this laptop replaced with a new one. Day by day some or the other issue is coming up with this unit. I am sure you will understand that when I have purchased this laptop on an EMI, I cannot accept such a pathetic piece. Moreover, please take some action against HP for their unacceptable behaviour and after sales services to the customers. It should be a lesson to them.

Thanking you in anticipation. Please let me know if I have to take any action.

Regards,
Abhishek Verma