In view of my residence being in West Mambalam, Chennai, India, I had approached the sales and service shop of HP at COMCARE, a division of AN Marketing Services Pvt. Ltd, situate at Shop no. 7, Door No.110, T.N.H.B. Complex, 4th Avenue Main Road, Ashok Nagar, Chennai 83, for the purchase of a couple of computers for my advocate office. I had purchased a HP Pavilion in the name my husband, R.Sampath, and a Compaq Presario 2060, in my name on 16th December, 2006.
I was informed by the sale personnel that the warranty is inbuilt in the sale of the product. Right from the date of installation I was unable to use the lower end computer namely, Compaq Presario 2060, your HP product, as it was always hanging the moment I began using it. On several complaints being given to the dealer, he assured that he would take care of the problems, which he said was due to software installed in the same. I had been repeatedly requesting him to attend to it. Each time he would claim to have rectified it, which he would do so only after incessant reminders and squatting in his shop. But the moment the service mechanic leaves the premises the problem persisted.
The dealer thereupon had advised his service personnel to change the antivirus installed in the computer. But in vain. Later his service personnel reinstalled the windows several times to rectify the defect. But of no use. The last attempt was made by them in the month of January, 08 when they reinstalled the antivirus once again. It did not work. The problem of hanging while working persisted.
When a problem arose with one of my HP Pavilion, which was purchased on the same day the dealer advised us to log on to the HP service number and got a complaint registered and the same was rectified immediately as it was well within the warranty period. However if the same procedure had been followed with the low end model I would not have lost the precious time of my warranty period. Only now the dealer had directed me to register the complaint with yourself. But I am now informed that the warranty period for the low end product had expired even before the product functioned properly as it was only for one year.
Sir, I am very much pained and anguished with the way the dealer had advised us on the issue of rectification. He had been attempting to solve the problem from the software side without advising me to approach you for any other possibility. I am not proficient in the handling of computers and I am not aware of its nuances and technicalities. I had trusted the dealer who had cheated me and had caused loss to me.
The very thought that I had bought a scrap as a computer from my hard earned money is clearly appalling. Moreover, I had opted to buy the renowned computers from your esteemed company inspite of its higher value than the locally assembled products only in the fond hope that I will not have any complaint with your computers at all. And even if it occurs it would be rectified in no time. I hope you would understand my problem and ensure that it is attended to at the earliest possible time and give peace to me.
The fact that the computer would have a hardware problem was informed to me only now by the dealer and the fact that I had not approached you in time within the warranty period may be condoned/waived and I sincerely request you to do the needful and oblige.
Thanking you in anticipation of your early services,
Mrs. CHITRA SAMPATH