I bought the laptop in July 2010 in a bulk deal from my institute. After the first few days some of us found that a few keys were not working. Atleast 5 of them got the keypad replace within the first week. Initially the battery life was around 2 hrs and 40 mins but the life started reducing considerably after a few months (well, I did take proper care of the laptop) and I had problems with the RAM.
Then it came to a point where the battery did not last more than 30 mins. There was an indication that the battery needs to be changed. Before giving it for service, I tried my friend’s battery on my laptop to make sure it is not a OS problem; and it worked just fine. Then my experience with HP service centre started. To put it simple HP service sucks (if you bother to read my experience, then go ahead).
I called up the HP service and they registered my complaint and said that the HP service personnel will be sent the next day. I informed them that I would rather prefer to take it to their service centre and so they gave me a service centre number. I contacted the service centre in Chennai on the same day and the person said that I cannot take the laptop to their service centre and that they will send the service personnel to my home. The next day I was expecting the personnel, but no one turned up till noon.
So to make sure that the person would be coming, I called up the service centre, but now the service centre person said that I will have to take the laptop to their service centre. So I took the laptop to the service centre and the service centre personnel said that they have to format my hard disk and reinstall the OS (how predictable!!!!!). I explained to him that I had already tried that, but the problem persists. After an hour and half of deliberation, the service person accepted that there was a problem with the battery. But said that it will take 4 days to deliver the replacement battery as they do not keep stock (WTH???).They did not have have one spare battery in Chennai. I asked them to get it from the distributor and replace the battery when it arrived, but the service centre guy declared that it can not be done as it is not according to their protocol. I had to leave to Mumbai on the evening of the third day. So I asked the service centre person and the HP Customer care to deliver the battery to the Mumbai address. They agreed that it will be delivered on the 5th day to my Mumbai address. They ran the diagnostics and took some screenshots and report. However, they did not give me a copy of service record even after insisting for it.
The next day I got a call from the service centre that they had not taken the right screenshots and told that they will send someone to my house to take the screenshots that they wanted. As I had to go somewhere, I offered to bring the laptop to their service centre and they agreed. Then after they had taken the necessary screenshots, I left the service centre after some 2 hours. A few hours after I left the service centre, I got a call from them saying that the case has been closed and that I will have to book a new case when I go to Mumbai. I could not do anything about it and then agreed. After reaching Mumbai I tried booking a complaint but somehow the number did not work. After trying for a few days I managed to lodge a complaint on the 3rd day after reaching Mumbai but the service centre guy said that this complaint will be processed as a new one and it will take 4 more days to deliver the battery. When I protested and asked him for the exact date on which the battery would be delivered, the Service Centre guys was rude and said that "Even if I take your complaint, I am going to put it aside and not going to process it". Then I had to call the Chennai service centre guys who again said that I had to go throught the entire procedure again. Then the next day I managed to lodge the complaint again. Then after 3 days, the Mumbai service centre person called and said that they will send someone to my address. I requested them to come at 1 o’ clock (as I had to leave the office on some work in the morning) and they agreed. But the same day when I called the person said they had come at 10 o’ clock and had already left. Then I asked them when they can deliver again. They gave me the number of courier person and when I called him he said he can come on the same day and that he will give me a call half an hour before he arrives at my office. I went to my office 15 mins after he had called and I had to wait for almost 2 hours before the courier handed over the replacement battery.
So effectively, the battery was delivered 14 days after I had registered my first complaint.
- WHAT A PATHETIC SERVICE!!!!!!!!!!!!!!!
- I WILL NEVER EVER BUY A HP PRODUCT IN MY LIFE!!!!!
- AND THOSE WHO WANT TO BUY HP LAPTOPS, THINK A LOT BEFORE YOU GO AHEAD, NOT THAT THE QUALITY IS BAD, BUT IF AT ALL SOMETHING GOES WRONG, YOU WILL SUFFER A LOT!!!!!!
- AND, WHAT THE HELL!!!! I DON’T HAVE ANY PROOF FOR GETTING MY LAPTOP SERVICED OR THAT THE REPLACEMENT BATTERY HAD BEEN DELIVERED!!!!!