Hewlett-Packard (HP)
Worst Customer Service - HP Pavillion dv5-1221tx

Dear Sir / Madam,

I had purchased an HP notebook (HP DV-5 1221 TX) in this year, on Nov 14 I had a problem, with the laptop not getting started its hardly 5 months from the purchase & I was facing such an issue with an HP product was disappointing. But, I went to an authorized service center - Simtech Computronics Pvt Ltd in Sakinaka Mumbai, where they have inspected the laptop & informed me that the issue seems to be with Motherboard. Case ID registered with them - 4606595633.

Since, the Laptop is covered with Warranty they said that I have to submit my laptop to them & they would do a detailed examination & would replace the faulty motherboard if it is the issue. They promised that I would be getting the Laptop back in 2 or 3 days time & now today as of 3 Dec. 2009 it’s more than 3 week & I haven’t received any clear confirmation from them regarding when they can return my laptop. Even when I am trying to call on the Contact number given on the receipt either no one is answering the call or sometimes when they do take the call they give the same status that they are giving me from past 3 weeks – “Sir, your part has been ordered & we will update you as soon as we receive it”, if I ask them to provide me with a time frame in which they return my laptop, they say that they cannot commit to that.

I just wanted to know few things –

First, how can a Laptop so new & advanced face a Motherboard problem so early – within 5 months of purchase? This means it was a faulty product from factory itself or HP has downgraded their quality standards.

Second, If HP is facing so many problems to find & replace the part of such a new Laptop in their series, what people can expect who had bought the HP laptop a year back or so? Is it that all their warranty comes with the condition that they will harass the customer till customer says that fine I am ready to pay for it?

Third, when I can find the motherboard of my Laptop quite easily on e-Bay & they can deliver it to me in 3 to 4 days time, how come HP is unable to get the same from their own stock?

Lastly, the Complaint form available on-line is done such that customer can fill all the details but that form can never be submitted, how smart is that?

Can HP please explain me the reason for this unprofessional service, are all the faith & on HP product & services are false?

I would take every possible measure to convince people around me to not to go for an HP product as they simply know how to sell not to provide after sale services to customer.

One of my friend has a Dell Laptop that too a 2 year old model, even he had faced the issue with motherboard & Dell was able to replace it in 2 days of time, that too onsite service.

And I am very sure HP can never match that level of service, that’s why they have never won any awards for that.

Company: Hewlett-Packard (HP)
Country: USA

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