This is Devaraj, Chennai, India. I bought HP notebook in US in Nov 2007 and I am back to my motherland(India). After some months, My notebook is not functioning. I have given to HP Service centre chennai India. But even after 50 days no proper action was taken. HP USA also not supporting me in this issue the way I need, Please suggest me what to do.
I need help from any US agency to get my notebook and compensation. Kindly suggest me what can I do from here on.
Note: following is the copy of complaint launched to CEO of HP.
Received laptop serial number is CNF7245WL7
PRODUCT NUMBER : GA361UA#ABA
Case no :2604176378
---------- Forwarded message ----------
From: External ceo-communication
Date: Thu, Dec 18, 2008 at 2:28 AM
Subject: RE: Feedback to CEO and President Mark Hurd from Devaraj Radhakrishnan
Cc: EMAIL ECR
Thank you for writing to HP. We apologize for the recent frustrations. What you've been told is true, but I feel they should have taken it further. You'll need to designate a US contact and have them call technical support on your behalf. Your message has been forwarded to the appropriate group within HP, and they will respond to you with more details. The group is our HP Executive Customer Relations team at email@example.com.
CEO Customer Relations
From: firstname.lastname@example.org [mailto:email@example.com]
Sent: Wednesday, December 17, 2008 3:29 AM
To: Feedback to the HP CEO
Subject: Feedback to CEO and President Mark Hurd from Devaraj Radhakrishnan
This message has been rerouted to you by the HP.COM email Router.
If this message has been sent to you in error, please send it to the mailbox at HP.COM ROUTER per the HP email directory. (R.C.ID 2691464-3675259-1217:1131)
Original message follows:
This is a message to HP's CEO, from a valued customer: Devaraj Radhakrishnan.
Customer's Phone: 91-9941458784
Customer's E-Mail: firstname.lastname@example.org
- Service or support experience
I bought HP Pavilion Notebook DV9429, which I did in US Dec '07 and Came back to India same month.
Due to some technical fault, my notebook is not working no display. So I went to HP local service centre(chennai,India) on 15th Nov '08. Initially they said :
* They wont take out of country purchase notebook for service.
After talking to US HP customer care then they agreed to take after few days.
* When they decided to take it for service, they started saying ur notebook has warranty expired. I said how come its brand new laptop and not even one year old. Then I showed purchase copy. Thier representative said we wont deal with Notebook which are bought online. I really got shocked then where can I get service for online purchase. He didnt answer anything. Finally somehow they managed to accept my notebook for service.
* I was asked to take back up of data's as a normal procedure, so i took my laptop and promised them to handover for service same day evening, Mean while few hours later I got call saying that you dont have serial no sticker at the back side of the notebook. So we cant take your notebook.
Its really made me annoying. Then could nt even think how to find the serial no in laptop if its not there at the back of the notebook. I showed in the bias. They agreed. Thank god finally war got over !!
HP customer service manger (chennai) and regional manager apologised me for inconvience. They promised your notebook will be ready within 3 days if parts are available in india or 10 days if its from overseas. I said ok.
It took a week to accept my call.
3 Days later I got call from HP service centre chennai saying your notebook system board have fault, so we have ordered for new part. Infact I was happy for the quick diagonisis, but I could nt stay long.
Now its been 30 days but no proper response. Everytime I call them they send SMS after that saying we are awaiting part arrival confirmation date HP GSO.
Whats this .. Is this the way to treat customer.
After spending lots of lots money in this machine if no proper service means, This is no good.
Each time I talk to service centre, they are blaming logistics dept, If I call US customer care they say you need to talk to Customer care India. Whats really going on, Do HP think that customers are fool to run behind them.
I have certainly made up my mind not to recommend anyone HP products anymore. I had enough for the past one month. Will HP pay the losses and mental torchure happened to me for the past one month ??
This might be the final mail about this issue, I would like to take this issue very seriouly as being responsible guys(HP) for offending customers.
Received laptop serial number is CNF7245WL7 PRODUCT NUMBER : GA361UA#ABA Case no :2604176378
Dear Mr.Mark I mailing you this issue expecting some action would be taken at the earliest. This is my last hope from HP.
Also I have seen many complaints in Web about notebooks not returned in proper condition after service. I wish I dont want the same happening to me.
Please consider this as my personnel request and dont disappoint the consumer.
Thanks and regards
This message was sent on: 12/17/2008 at 11:29:26 GMT
Devaraj Radhakrishnan also added this personal information: