HP Pavilion Gaming Laptop Repair Issue - Delayed Service and Poor Customer Support

Güven · 2024-08-06T08:44:42+03:00

On July 26, 2024, I left my HP Pavilion Gaming laptop at BDH Bilişim in Şişli Metrocity AVM for repair. When I contact HP customer service, they say the device has not yet been assigned to a technician. They claim they will notify the technician, but it has been 11 days and the device is still waiting for assignment. When I call BDH Bilişim, they refer me back to HP customer service, who are unable to provide any assistance. I sent a complaint email to tük****************@hpdestek.com, but there has been no response. I have called 5 or 6 times, and the customer service representatives always give the same unhelpful responses. When I asked the last representative, a woman, to provide a supervisor or team leader, she refused, saying she could not do that. I told her to help me, but she was unable to do even that. She even had the audacity to ask if there was anything she could help with. It's a joke. I did not know that HP's service and communication would be this poor. There are more issues, but I don't want to write more and get upset.

Dear Sir/Madam, We would like to provide you with some information regarding the complaint our customer, Güven Y., has posted on your site. Following the post published on your site, our Customer Relations representative has contacted Güven Y. and provided information on the matter. We present the issue for your information and wish you good work. Sincerely, HP Turkey Corporate Products Customer Relations

Güven

The customer representative called me and said the following: I have to return the product because the part could not be supplied and the product warranty has expired. The invoice for the device was issued to the company, and the warranty for devices with a company invoice is 2 years. Both the standard warranty and the parts warranty. Once the warranty expires, we have no obligations for this device. If the part is supplied, a paid service can be performed, but if the part is not available, it can be returned without service. The legal period for part supply is normally 5 years. He said that there was a change in the law in 2014. However, for devices with a company invoice, if the warranty period expires, the 5-year part supply period is not valid. Your customer representative did not say these exact words, but this is what their words imply. You are not able to help me in any way, so how can you expect customer satisfaction?