Feb 28, 2021 01:02 PM
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I strongly recommend not to even accept this laptop even as a gift.
I will share my experience.
After much contemplations between Lenovo Flexi and HP X360, I purchased this product through Amazon, based on the notion that HP has superior Service Standards.
On the fourth day of purchase ie, the laptop stopped working. I lodged the complaint on the same day and after multiple follow up calls and an objection on the SMS received from the local service center that due to COVID they are finding it difficult to mobilise the manpower and it will be attended at the earliest possible time, contrary to a stated TAT of 48 working hours. They attended it on 8th February and recommended motherboard replacement and also suggested checking with Amazon whether it can be replaced, stating that HP cannot replace it since it is purchased from Amazon. While I checked it on amazon since it had passed 14 days after delivery they declined.
Since my wife was using it for taking online classes there was no other option but to buy an alternate writable device and I ended up buying iPad air and pencil shelling out another 60K.
After a week after attending the compliant, they came and replaced it with a new motherboard.
It started working and again, but after 14 days of the mother replacement it stopped working.
Though the laptop turned on, the display was black striped as in the picture. The same day we lodged a complaint with HP and after 60 mins of online troubleshooting, they have suggested sharing pictures of the display through WhatsApp. The next day while I did my follow-up call I was told that the image shared through WhatsApp needs to be attached and send through email and reiterated that it developed a complaint on the fourth day and hence it needs replacement. But to my utter shock, contrary to what the technician told me during the first service call, they have informed me that if it was within 14 days of purchase HP could have replaced but since it is around a month it cannot be replaced. They promised me that they will immediately go through the images and do the needful.
Incidentally expecting a quick resolution I carried the laptop to Bangalore Jayanagar 3rd Block authorized service center and waited for 30 minutes, during the course of waiting while they physically checked it and informed me that by all probability both display and motherboard needs replacement and suggested to leave it with them and check the status after 4 days. While this exercise was going on I noticed 2 similar models were dumped there for similar repair and 3 people came with HP convertible laptops and 2 of them were x360 and another one HP envy, either annoyed or disappointed due to the issue of similar nature. One of the customers who was a doctor threw the laptop there and stated that they can take it did not bother to collect the receipt and was expressing that he would buy another brand and suggested that they can take it back for free and left the place. The service guys were looking at each other and smiling seemingly due to a free laptop which they have received.
To me, it was suggested that it can be left there but due to the previous experience that I had I preferred to take it back with me so that I can look for legal options. I asked them to go by the onsite warranty policy and attend it.
So while I was having the routine next day follow up with customer care, after a day of a futile wait after few minutes of routine blabbering it was again directed to the technical team for troubleshooting and I explained that this futile attempt had happened 3 times before without any result. Then I shared my case ref no and he asked whether the image was mailed which I explained that it was done a day before, he checked and informed me that as per HP policy it cannot be covered under warranty. The reason according to him is that from the picture he realized that it is a display complaint and HP does not cover display complaints under warranty. I explained to him that he is probably wrong in understanding the policy, it, by all means, refers to display complaints due to physical damage and in this case, it is not physical damage and it was also checked by the service center. He was reiterating it cannot be covered under warranty. I stopped the conversation stating that I am eligible for an onsite technician visit and get that done and come up with a conclusion. He told that also he may not be able to commit and will escalate the case and if he gets permission to get it attended after escalation, he will call back and update.
I specified that the call back should happen to my number and not the second number given to them.
I came to know that the same day my wife received a call(secondary number) stating that someone will attend it on 1st March ie 5th day of lodging the complaint and after 8 follow up calls and arguments and after a physical visit to the Service Centre and a couple of WhatsApp images and two sets of emails with images and a clear decline that it cannot be attended due to policy. Now I am waiting with my fingers crossed to see what happens on Monday. I have also contacted my advocate to take it up further for consumer redressal and in course of contemplating the same.
Even if HP intend to investigate their stated Customer Care and Service Standards I will share with them the date and time of the Service Centre visit and to review the cc camera to see what happened with their customers and to check the call recordings of my call with their service helpline I will be glad to do that. But I reiterate that do not even accept this product even as a gift.
