At initial purchase of the product HP didnt provided original CDs of Windows 7, Drivers, Installation CDs, Service& Repairs and BIOS driver CDs or etc. While purchasing of the product from Croma Pune Outlet they have clearly mentioned that you are not going to recieve CDs from HP or Croma side, but you can take backup of the file through Recovery Manager Application where you need 4DVDs to write and you can use those CDs/DVDs in future for format purpose or Factory Reset Mode. So if this is working, customer will not have any issue.
But HP and other Laptop Providers are following strategies in terms of giving services, charge high amount, charge very very high for warranty renewal in continuation and heavy charges in expired condition. By not providing DVDs is one of the reason where customer will get error like this https://h30434.www3.hp.com/t5/Notebook-Operating-Systems-and-Software/Recovery-DVDs-show-error-0xe0ef000e/td-p/489555 if in warranty condition, they will just few required changes but when you are not in warranty condition, they had a very high package plan at every point of time. Eg. 1500 Rs.
If they resolve your issue, and if you disagree due to your personal reason for their resolution and offers made, you need to pay 300Rs as inspection charges. I was a Dell Customer previously, I got a set of CDs, DVDs where I was using it for repairs and format purpose by following the simple instructions. So my system was always being into healthy condition, as I was having all set of licensed software and OS CDs. So now after purchasing HP Laptop, if any small things happen I need to contact them and pay 1500rs. So as Dell customer I was having CDs/DVDs and I used to format my laptop without any cost and now for formatting or other small issues which user can itself resolve has to pay HP 1500rs everytime. So equation is when you have CDs/DVDs you need not bear a single cost, if you dont know how to format local agent charges 300 to 500, but when you dont have CDs/DVDs you are suppose to pay 1500 for that or may be 2nd, 3rd time and so on in future.
So this is how strategies works, now to support this strategy agents/representatives plays an important role.
When you call on a toll free number, you are being entertained when your laptop is in warranty period or else who? Link would be given, so that one of representatives can make a plan to behead the goat and you will get response through emails and phone calls. O My God, they will entertain like a joker by offering high valued services and charges. They will regret for the inconvenience and let you down to the level that no pay no gain. I dont see chat options or there is no chat options for the customer whose laptop is out of warranty.
I would like to make it clear, I am happy with the product, even though it is not in warranty condition, everything is working fine. So I dont need any any killing warranty schemes and not interested at all. The issue is simple, getting an error(major of the customers are victim of this strategy, in the link it is clearly reflecting) and not allowing to factory reset settings of the laptop and I or any customer would not feel to pay for that issue.
So when you a out of warranty customer, you will be going to be treated as worst and best, best to purchase their 7000-10000 warranty programs and worst because you are out of warranty. So instantly you will not get support on toll free numbers or chat options, you need to submit your details in their form or drop an email.
See the conversation below
me
Today at 4:19 PM
To Surana, Nehal
CC
To whomsoever is not concerned
I know HP is a fraud company and now please don’t follow up on e-mails or to my cell phone number strictly. And you took 4 days to say no that we cannot provide you free discs and replying such useless email. So in previous email it was full of buttering to the customer pleasing in a good manner. Now again, showing stupidity that you have to buy discs and call on toll free number, so you only ask on behalf of me and quote the price to me. If I will find it suitable, I will ask you to place an order. As I have clearly mentioned that my product is out of warranty and Toll free number representatives are not entertaining at all. Height of making shuteye to the customer.
Let’s come to the point:
You people only knows how to direct the customer to various communication option but while replying none of them is ready to address the concern. While approaching to toll free number they are redirecting to https://hp.com/contacthp as my product is out of warranty. And when I reply to this e-mail, I am always getting various links which is no use for me.
As you spoke earlier and said that you have gone through the case, if yes then why you haven’t has address the issue of an error 0xe0ef000e. Why this error is showing in newly created disc and what is the resolution for this error. Ok. I never felt till the time to format my laptop from those backup files recovery DVDs which were created, as since December 2010 I didn’t have felt issue regarding my laptop working condition. So whenever required, I have contacted HP and I have got resolved every issue from centre. I agree that I have committed crime for not checking DVDs working in proper condition or not and even I haven’t tried to format my laptop within warranty period or after warranty period. So, the issue is relating to the initial purchase of the system or say warranty period, now a blind follower of HP asks regarding this issue, you people are just treating like a hell and showing me so called company’s policy. Keep the policy with you, I don’t need it.
Now, I will tell you the reason for out of warranty or not subscribing warranty. I felt that laptop is working in good condition, then why require renewing warranty, so I haven’t renewed it. I also inquired about cost of renewal before out of warranty period, amount was quoted 4000 for a year, I wondered and asked to quote for 3 years warranty, but they have said no. So I didn’t opt for warranty. After few months of being out of warranty, my laptop had faced an issue. I went to the centre and asked to them to check all the things whether they are proper condition or not apart from main issue so that I don’t have to come to the centre again, centre has resolved issue. They ask for renewing the warranty, I asked tell me the quotation, they said that 7000+ a year. So I wondered about high quotation and asked why this is so much, they said your product is out of warranty, so I had contradicted that I know it is out of warranty, but the product is repaired at your centre and you are well aware of the condition of my laptop so decrease the price, they didn’t have agreed. This is the same centre; I have made complaint against it in trail e-mail. Again the same case happened when I was about to leave Pune, I got repaired my laptop at Shreenath Plaza centre in Rs. 750, although my laptop was working in a good condition I once again submitted my laptop and asked to any issues or something require to replace the part, they have said that your laptop has no issues except battery replacement. Once again I asked what would be the cost of renewal, they have quoted 11000+. So I didn’t argue or spoke on that and I left the place. At this moment I felt that instead of adding expense to current laptop of Rs. 11000 to 17000, why I should not sell it and add money to purchase the new laptop. So due to high quotation for warranty renewal, I didn’t opted for it. So it clearly seems that, apart from purchasing high cost for the purchase of laptop, you people are than try to suck money in the name of service and warranty renewals.
HP Website is useless and complicated, continuously referring the instructions and clicking on the links, various email ids and toll free numbers, product buying, check your product warranty status, etc. etc. etc. etc. Although clicking as country India in new tab it comes again as US.
I am tired to write. Bye Bye HP. Please duck off.
Regards,
Divyesh
Don’t follow up on emails or phone. Aapka abhaari. I will consider it that case is resolved. Mala maaf kara.
From: "Surana, Nehal"
To: divyesh singh
Sent: Monday, 9 February 2015 12:57 PM
Subject: RE: CNF0*QB5
Dear Mr. Singh,
Greetings!
This as per our telephonic conversation, I appreciate you taking the time and giving us a detailed summary of your experience.
As discussed, any electronic product has chances of failure. Thus all electronic products have warranty policy which clarifies that against technical failure during the warranty period will get rectified without any additional charge. Under trade(out of warranty paid support) call all HP spare parts that are used to replace defective parts in a HP product are entitled for 90 days parts replacement warranty and all component parts or hardware products removed as spare becomes the property of HP.
The current reported issue in the machine will be handled as per the warranty obligation of the machine and we will not be able to extend free of cost RCD or diagnosis for the same.
Please get in touch with our support team on #1800112267 for ordering RCD on trade basis.
We request you to refer HP Warranty Terms& Conditions for more information. Should you need any further information please feel free write back, we would be more than glad to assist you.
We deeply regret any inconvenience that we might have caused you.
Thank you for the understanding.
Regards
Nehal Surana
Customer Relations Case Manager
_
From: Surana, Nehal
Sent: Friday, February 6, 2015 10:58 AM
To:’divyesh singh’
Subject: RE: CNF0356QB5 Dear Mr. Singh,
Greetings!
It was nice talking to you this morning.
I appreciate you taking the time and giving us a detailed summary of your experience. I am sorry to learn that you have been dissatisfied with the service we have provided which did not meet your expectations.
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Once again, we appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to retain you as a satisfied customer and we hope to serve you again in the future.
We highly value your relationship with us and we have already forwarded the concern to our respective team for further training and coaching purpose. As discussed understand that the unit was bought in December 2010 from Chroma where they suggested you to create the RCD as HP warranty policy and the same was created by you however the same is not getting installed now.
Understand that you are looking for free of cost RCD support on the said issue.
As discussed we will check for the best possible resolution and revert to you shortly.
However, we would like to assure you that our intent is not only to introspect and reflect on the occurred incident but we would also ensure to improve our service. We hope that this Incident will not make you think too unkindly of us.
Please feel free to get in touch with me in case of any concerns.
Regards
Nehal Surana
Dear Mr. Singh,
Thank you for your email.
We apologise for any inconvenience caused.
Shall review the same and revert back to you on priority.
Please feel free to revert for further clarifications and assuring you the best possible support at all times.
Thanks and regards,
Pratheesh C R
Customer Relations Case Manager
On 04-Feb-2015, at 6:11 pm, divyesh singh wrote:
Dear HP,
This is not funny at all by copy pasting the template. I have replied on this e-mail, because I didnt received any support. Your webchat link is not working, it is asking to go support.hp and there options are not showing for your product(no product found). In addition, I also have filled up my details on web based form. There is no response from their end. Also filling the details on web chat service, redirecting to drivers download section. On toll free number agent redirected to hp contacthp website, as I doesn’t fulfill eligibility criteria(out of warranty) to get useless and ridiculous service of HP towards its customers. And big thing is that why I have trusted on this brand. My third purchase will be Dell again.
I have specifically asked to provide me recovery DVDs. As the fraudulent strategy of not providing all CDs is working here. That I should step to HP and pay them freely 1500 bucks. I am not here to run your company, I have my own right to format my laptop as per my wish with the help of CDs. So if I would face any issue, I will go to service center and straightaway ask to give me service. Formating of laptop is not an issue or problem of customer, if a customer wish can give his/her laptop. A company cannot enforce their customer to pay for formating
of laptop. And it was intentionally done by company by not providing CDs, so that customer will take backup of files on 4 DVDs which is anyways not going to work, if they wish to bring back their laptop to factory setting mode. Earlier I had shared the link as an example that customers are being cheated.
In simple words, I have requested you to give me DVDs which were supposed to be given at the initial purchase.
Thanks& Regards,
Divyesh Singh
Dear Mr. Singh,
Thank you for your email. Request you to contact our technical team on the contact details for your reference.
Toll free numbers 1800112267(BSNL/MTNL) or 30306363(Mobiles: prefix with local STD code when calling from mobile - Monday to Friday from 9:00 AM to 6:00 PM).
Alternately you can also log cases using the below options:
Assuring you the best support at all times.
Thanks and regards,
Pratheesh C R
Customer Relations Case Manager
Dear HP,
Please send the Recovery DVDs at address home.
Why HP didn’t provided original CDs of Windows 7, Drivers, Installation CDs, etc. at the initial purchase of the product?
Recovery Manager Application is not working although backup of files has been taken on 4 Recovery CDs. It’s a wastage of 4 DVDs.
There is no HP Support on toll free.
Regards,
Divyesh Singh