Jul 02, 2008 04:55 PM
8624 Views
(Updated Jul 09, 2008 07:41 PM)
I purchased a DV6000 Pavillion while traveling through the U.K. this gave me software and hardware problems, after calling the helpline I was assured I could get back to India where I was heading.
When I reached India I called up the help line and asked them how to connect my desktop to the laptop they asked me to first switch off the Norton antivirus and then try.
However this led to both pc's getting infected instantaneously including the System restore disk on the laptop as the desktop was connected to the internet.
When I called them back they were least concerned and asked me to go to an institute, pay money and learn how to first use a pc. I have formatted the machine SIX times and still the machine gives me various errors.
In december 2007 when I took the laptop to the service centre they kept me waiting for an hour instead of a few mins because they were deciding whether they could service my machine or not.
Finally they realized they could after I called a representative for the manager out at the Kalina, Mumbai, India service centre.
Three weeks later and after asking me to come three time to another service centre where it was transferred the machine was still not serviced as per my complaints.
No one was taking any calls at the service centre for some reason so I had to go there personally.
Not only that, my mother and me were made to wait in a service centre at Dadar, Mumbai, India which was under construction and men were throwing cans of paint thinner on the newly installed glass walls and we were forced to wait outside to avoid the fumes.
For about an hour we stood outside while the employees at the service centre snickered and laughed at us for reasons they know best.
I was cal led inside to check my laptop finally and it still had glitches in it.
On my way out thinner that was being thrown on the glass walls fell splashed on me and burnt my hand but no medical first aid was offered instead the employees started laughing at me.
A few days later when I called them up they told me they have finished servicing the machine and would send it to my place.
When I checked my machine I found they had reinstalled windows over the existing one using the corrupt recovery drive and so the machine gave me errors again.
When I called the service centre a woman claiming to be the manager called Pooja told me I was frustrated in life and hung up on me.
As of now my machine lies in my home in a mess.
None of the complaint escalation phone numbers work here in India and I have incurred a loss of $1500 or Rs 60, 000 and have been humiliated repeatedly by HP employees who offer no apology infact they told me they would be at my house in ten minutes to straighten me out.
As of today my laptop doesn't even power up. It remains in a blackout condition and HP asked me to buy a new laptop or spend $500 or Rs 20, 000 to repair it.
HP also denies that any paint thinner was being used at that time. I claims it was only water!!!!!
The head of HP Customer service confirmed over the phone that the people at the Helpline could only help me out with troubleshooting if it was mentioned in the Laptop Help menu. They had no technical know how nor were they allowed to give more information than was given in the Windows Help section. When I told him that any child could use the help menu and nobody needed to call the helpline he was silent and said that’s just the way things at HP are.
He said if I needed more in depth assistance I would have to pay Microsoft a large sum of money and then they would help me.
Basically he said HP only makes the hardware and sells it. What happens after that is the customers’ problem.
An HP laptop in the USA costs Rs30, 000 but a lower config HP laptop in India it costs Rs80, 000.
This year 8 of my colleagues bought laptops in the USA and not one of them bought an HP laptop.
If you visit the HP service centre it is packed with people with laptops and all of them don’t work at all. It takes you upto four hours to get service. The technicians don’t know too much there and you are left struggling again.
I WOULD LIKE TO CONCLUDE BY INFORMING YOU THAT HEWLETT PACKARD HAS APOLOGISED FOR EVERYTHING I HAVE BEEN THROUGH AND HAVE AGREED TO REPAIR MY LAPTOP FREE OF COST. THANK YOU HEWLETT PACKARD FOR YOUR DECENCY AND HONESTY.
