koshyjohn
Developer
Source: *koshyjohn.com/hp
UPDATE: I won the case. *www.koshyjohn.com/hp/docs/ccjudgement.doc - judgment copy.
** QUOTING FROM A LETTER TO MARK HURD, CEO & PRESIDENT, HP:
Sir,
A high-end 17" laptop was purchased from HP at Dubai in April 2007. Unfortunately, over the last 14 months, it has been functional for only 5! It has been useless for close to 70% of its life!
HP India refused to service it from September 2007 to February 2008 (6 months). Finally in February, HP allowed us to bring it in for repairs.
Almost every part of the laptop was replaced including the display, keyboard and the motherboard (5 times!). After 3 months of keeping the laptop with them, they finally return the laptop with the wrong motherboard configuration.
Given the extreme nature of the inconvenience caused, a fresh replacement was requested in the beginning of May 2008. It was agreed to in principle but even after 27 calls to customer care over a period of 1 month, all that was achieved was a series of escalations with a huge number of broken promises for a call back (even by the case manager assigned).
All the details of this case are put up at *www.koshyjohn.com/hp including details pointing to FRAUD which may also be detrimental to HP.
Even a mail to HP India's President Mr. Balu Doraisamy didn't yield any result.
Being a loyal HP customer for over 9 years, this is a very shocking and disappointing experience. We are at a loss of what to do -- short of initiating legal action against HP and publicizing this ordeal. Being provided with a constructive solution would be greatly appreciated.
Thank you for your valuable time.
** TIMELINE:
1. Purchase and Configuration (April 07)
- Purchase details
- Configuration details
2. Service History (Sept 07 - May 08) - parts replaced
- Sept, 07 - Feb 19, 08
- Feb 19, 08 - Mar 20, 08
- Mar 20, 08 - Apr 17, 08
- Apr 18, 08 - May 07, 08
- FRAUD by HP / Service Center
3. Telephone Support History (May 08 - June 08)
- Re-registering Case
- Escalation
- Case Manager
- Escalation to Singapore
- Mails to HP Executives
- HP India President
- HP CEO & President Mark Hurd
4. Legal History (National Consumer Forum) (June 08 +)
- Contacting NCF
- Contacting HP
- Nortech Executive
- My Settlement Demands
- Legal notice and court case
** Current status
Registered a complaint with the National Consumer Forum in India. I was asked to give HP 10 days to respond to my satisfaction before initiating a court case.
Source: *koshyjohn.com/hp
Is there anyone here who's been in a similar situation with HP or any other manufacturer? Have you been to consumer court? What are your experiences like?
UPDATE: I won the case. *www.koshyjohn.com/hp/docs/ccjudgement.doc - judgment copy.
** QUOTING FROM A LETTER TO MARK HURD, CEO & PRESIDENT, HP:
Sir,
A high-end 17" laptop was purchased from HP at Dubai in April 2007. Unfortunately, over the last 14 months, it has been functional for only 5! It has been useless for close to 70% of its life!
HP India refused to service it from September 2007 to February 2008 (6 months). Finally in February, HP allowed us to bring it in for repairs.
Almost every part of the laptop was replaced including the display, keyboard and the motherboard (5 times!). After 3 months of keeping the laptop with them, they finally return the laptop with the wrong motherboard configuration.
Given the extreme nature of the inconvenience caused, a fresh replacement was requested in the beginning of May 2008. It was agreed to in principle but even after 27 calls to customer care over a period of 1 month, all that was achieved was a series of escalations with a huge number of broken promises for a call back (even by the case manager assigned).
All the details of this case are put up at *www.koshyjohn.com/hp including details pointing to FRAUD which may also be detrimental to HP.
Even a mail to HP India's President Mr. Balu Doraisamy didn't yield any result.
Being a loyal HP customer for over 9 years, this is a very shocking and disappointing experience. We are at a loss of what to do -- short of initiating legal action against HP and publicizing this ordeal. Being provided with a constructive solution would be greatly appreciated.
Thank you for your valuable time.
** TIMELINE:
1. Purchase and Configuration (April 07)
- Purchase details
- Configuration details
2. Service History (Sept 07 - May 08) - parts replaced
- Sept, 07 - Feb 19, 08
- Feb 19, 08 - Mar 20, 08
- Mar 20, 08 - Apr 17, 08
- Apr 18, 08 - May 07, 08
- FRAUD by HP / Service Center
3. Telephone Support History (May 08 - June 08)
- Re-registering Case
- Escalation
- Case Manager
- Escalation to Singapore
- Mails to HP Executives
- HP India President
- HP CEO & President Mark Hurd
4. Legal History (National Consumer Forum) (June 08 +)
- Contacting NCF
- Contacting HP
- Nortech Executive
- My Settlement Demands
- Legal notice and court case
** Current status
Registered a complaint with the National Consumer Forum in India. I was asked to give HP 10 days to respond to my satisfaction before initiating a court case.
Source: *koshyjohn.com/hp
Is there anyone here who's been in a similar situation with HP or any other manufacturer? Have you been to consumer court? What are your experiences like?
Last edited: