Hi,

I am Deepak Singh from Pune; I had purchased a HCL made Laptop (Serial No: 4094AX366660) on 02/09/2010 from House Of Laptops, Chinchwad. The problem started within a month of purchase; I had some remote support from House of Laptops and later on was referred to HCL Service Centre in Viman Nagar, Pune.

Firstly I called the customer service and they booked an engineer for SITE visit; the engineer (Prakash) who turned up stated that he was a desktop engineer and could not do further but he assured me that the LCD & other comonents would be changed and he returned. Later on when I called him, he said that there is not onshore support for the Laptop and I have to visit the Service Centre.

I visted the place on (10/02/2010) but had to wait for more than 2 hours even though there was no transaction done from the service desk. After a long wait an investigation was done and there was a common agreement to replace the LCD and make some changes within the system for battery issues; there was nothing done towards the heating problem. The provided me with a review of 10 working days which required for a LCD demand.

I chased the issue several times but there was no assitance offered; either there was no response from the contact number or the person responded had no courtesy to address my problem. They always responded bluntly about the delay and when asked for a manager they said either there is no manager or they themseleves attending the call are mangers. Meanwhile many chargeable calls poured in the centre with the similar responses.

To check the progress of my complaint registered, I called up Customer Care on 05/04/2010 but to my surprise the complaint was closed stating being logged in the different section instead of a Laptop. I re-opened the complaint and was promised a call back which had no bounds and I am still waiting.

I called in the Service Centre again on 11//502010 and spoke to Nisha referred to as a manager (I personally do not think by the telephony etiquites) and I asking her to look into the issue. She assured me that the issue would be looked after or else we can look forward for the exchnage. The call back promised is yet to come.

The problem doesn't ends here; I called the Customer Service and spoke to one of the agents who doesn't even know to pronounce his name as a Technical support. He asked me to repeat my name, contact number and place calling from for atleast 10-15 times. Then I asked for a manager then it was transferred to someone called Deepesh Dubey (referred as Team Leader); he sounded sleepy on the call and crossed the bounds of irritation by no offering any help. The call was not transferred to any other manager stating no one available and neither there were any approach to get this escalated to the higher officials. I had to contented with the Service Desk number which was root of all the problems.

Finally I am writing to the Consumer Court to get this addressed and compensation of all the damages so far on the issue.

Thanks you for taking time time to read this.

I can be contacted on +91 9922993356 for any discussion on these lines; my email ID : deepak_singh@infosys.com

Regards,

Deepak Singh