This is a discussion on Laptop service warranty within the Laptop forums, part of the Computer Hardware category; I bought a new HP Pavilion Laptop in Sept. 2006 (last year). It came with 1 year of service warranty ...
I bought a new HP Pavilion Laptop in Sept. 2006 (last year).
It came with 1 year of service warranty which covered replacement and
of damaged/malfunctioning part.
HP has appointed some third party service centers.
Few months back optical drive (CD reader/writer) stopped functioning.
So I went to one the service centers located in Andheri on 9th July
diagnosis. It was found that the part's not functioning and hence to
The service center generated a case for ordering a new part from HP
and said that it'll be sorted out in 3 days and they'll call me
whenever the new part arrives.
After waiting for a week when I didn't receive their call, I called
up the service center to which they said that the part had not
arrived and it'll come soon and they'll call me. This sequence of
calling and not getting proper reply went on for a month till 8th
Aug. 2007. Every time they told me that they'll call me but in vain.
I had to call them every time and ask about the status.
At last when I threatened them of complaining consumer court, I
received a call to which they said that they received the part that
day itself (8th Aug 2007) and I can collect it any time.
I went to the service center on 9th Aug 2007 and I was again made to
wait for nearly 3 hours. They replaced old optical drive of my laptop
with the new one. I asked them to check whether it's working properly
They rudely answered me that it's my job to do so. They also told me
that HP is sending the new parts hence it's not their responsibility
to check whether a part is working or not. If it's not working
they'll order a new part (which can take around a week to come) then
again I have to collect it and check. And this can continue untill I
get a proper working part. I purchased a new CD and DVD on my own and
checked whether it performs properly. To my astonishment the replaced
drive was also not functioning properly. This was checked by the
service center engineer also.
Now they have relogged my case and ordered a new part and asked me to
wait for 10 days after which they'll call me.
I live and study at IIT Bombay, Powai which is approximately 1 hour
by bus from Andheri where this center is located. Everytime I have to
go there and collect, check the working of part. This has resulted in
missing many of my classes.
Please guide me what should I do?