Stephanie’s Blog

January 22, 2010

HP Service Center, US vs. India

Filed under: HP, HP Manufacturer Warranty, HP Service Center, Kolkata, computer, ranting — steph @ 9:46 pm

Well…after almost a year of pretty good treatment from my HP Pavilion Dv4 1145-go, something finally went wrong. Last Friday my computer stopped charging, and no amount of wiggling, pushing, and swear words would get the charger to connect. *sigh* Saturday, Indra and I went off to Loudon Street (off of Park Street) to the HP Service Center. We were lucky to make it in time, because the Prime Minister Manmohan Singh, had come for the 150-year anniversary of St. Xavier’s College, and the whole convoy was getting ready to pull out soon. Thank goodness the police officer graciously let us cross the street saying, “Yes, go, but go fast.” So, we went across to the HP SC. Here I filled out a few lines of information about the problem I was having, and sat down. After about 5 minutes wait my number was called, and so we went back to the tech’s office and they tested my computer with their charger, and vice versa. After confirming that it was indeed the adapter that had gone bad, they looked up my warranty information, where upon searching it was found that my warranty had expired in October. Knowing this was incorrect information, I gave them the original purchase receipt, which they then promptly scanned. They told us, “tin char din” (3 - 4 days.) Upon further clarification, it was specified that it would be business days. After this we ran our few errands while we were out, and then went home.

Monday morning I woke up to a phone call from the HP SC wanting to know the specific name of the business I had purchased my laptop at, after unsuccessfully telling the lady on the other end the line, Indra was given the phone, and the call was completed.

Tuesday morning, was the same thing. Only this time they wanted a copy of the “original” invoice. When they said this, they were promptly told that the copy was already in their possession and that there was nothing else to be given. They were insisting they needed a “stamped” copy of the “original” invoice. Again, stating that this was all that I was given, they said, “okay.”

Wednesday They called later in the afternoon, and said that their warranty counterparts in India would not be able to use the warranty as my original purchase receipt did not have the serial number of my laptop on it. Outraged at this I said good-bye and proceeded to rant about the sometimes idiotic bureaucracy of India. I went to class with all intents of calling HP & Best Buy when I got home. I called them, and after 30 minutes of international calls, I had managed to get my solution. I gave the HP in the US the Serial Number and the date I purchased my laptop, and they verified that the warranty should be valid 1 year from the date I purchased the computer. I scanned my receipt and sent it on the way to HP with the promise of the warranty being corrected in 24-72 hours. The email was received promptly.

Thursday, I called the HP SC in Kolkata and told them that I had called to the US myself and that the warranty should be updated. Nobody would listen to me, so I asked to speak to the supervisor when I also explained the situation, and that *I* had taken it upon myself to fix the problem. Nobody would listen and insisted that the warranty wouldn’t work. I many times asked for them to just input the SN into their system and they would find that the warranty information had been updated from the US side. After being thoroughly dismissed and ignored. I then called Indra and asked him to call. He instead called Suresh Gopinath, a work contact, and then he proceeded to call an upper level HP manager in Bangalore. By 430pm I had heard from Suresh-da that it was fixed. The HP SC had also called and informed me that the order placement was in and that it should be here by Friday, end of business.

Today…(being Friday) I answered the phone from HP, and was promptly told that the part had been ordered today, and would again be here in “3-4 business days.” Outraged, I had Indra call to the upper level manager, and who, despite it being his day off, said he would see what happened. Then, today at about 130pm, I received another phone call from the HP SC saying that my part had come in, and what was my address, so they could deliver it. By 4pm today the adapter was here, and now my computer is working.

It outrages me how the HP SC couldn’t even call the US side and fix the warranty themselves, I had to do that legwork myself. So, pretty much I had done their work, and they thought they would be able to get off easily, because of their ignorance in how the other countries work regarding receipts. The company needs to train their employees to listen, and not ignore their customers, as well as learn about how the rest of the world works and work with the customers, not against them.

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