HP Spectre X360 Notebook Battery Issue, and Unresolved Warranty Claim
Hello, I purchased an HP Spectre X360 notebook on April 30, 2019. Due to a primary battery issue, I encountered the attached error, so I left it at BSD Maltepe, their own service, on February 2nd. Today, Z****** Ö******* from HP called me, stating that they don't have batteries in stock, offering either an exchange or a refund. Firstly, my device hasn't completed its 5-year warranty period, so you're obligated to provide a new battery. Secondly, this product is available in the market, and purchasers have a 5-year warranty; stating there's no stock of batteries is unacceptable. I firmly believe there's stock available. The alternative product suggested is completely irrelevant to my needs; my device is brand new and in perfect condition. Now, regarding the refund, the amount I paid back then, which was around ₺8,000, is insufficient to purchase a new cellphone at today's prices. If you're offering a refund based on today's sales price, that's acceptable. Please urgently source the battery from overseas stocks. I await your prompt response. The replacement product they suggested is copper brown, while my device is black.
Ms. Zülfiye suggested many models in the attached email, but none of them can be found on Google. Then she calls me and says she couldn't find the visuals and information for these products, "they haven't been released yet, they haven't come to us either, I can't share visuals with you, I can only provide hardware information over the phone." So, it's like a blind date for a substitute change... Then she says she's doing me a favor by suggesting a substitute. I urgently request that you send me the visuals and technical information of the codes you provided via email.
Dear Sir/Madam, We would like to provide you with some information regarding the complaint our customer, Yonca G., has posted on your website. Following the post published on your site, our Customer Relations representative has contacted Yonca G. and provided information on the matter. We present the issue for your information and wish you good work. Best regards, HP Turkey Corporate Products Customer Relations
Hello, As of today, I have not received any response. During my conversation with Ms. Zülfiye on Friday, I requested that the images and technical specifications of the notebook models she suggested be sent to my email on Monday. I still have not received them. This morning, I spoke with Mr. Furkan from HP Customer Service again and informed him that I am urgently awaiting a response. Therefore, the issue is still ongoing and no solution has been provided.
They closed my previously opened record as if the issue had been resolved. They said the battery for the Spectre x360 series notebook was out of stock and suggested an alternative, which was selected and accepted. The latest update today: Ms. Zülfiye said an alternative product was selected, and at the last minute, a repair fee was imposed. She said she would direct me to the relevant department and send a form for the alternative replacement after I made the payment, which I should print, sign, and send back to her so she could place the order abroad. The relevant department called me, and they charged 2,200 TL. The payment includes the cost of the battery and power cable for the notebook I left for service. I am expected to pay for a product that is out of stock. HP's customer satisfaction policy is zero within five years. What does this mean? Not only do they fail to supply stock for my product within five years, but they also charge for products that are out of stock. Ms. Zülfiye said that an order for an alternative product could not be placed without payment. If you want to experience a mental breakdown, buy HP products!
Here is the translated text from Turkish to English: "The current situation is as follows: Ms. Zülfiye stated that a repair fee was charged to you at the last minute because an equivalent product was chosen. She mentioned that she would direct me to the relevant department and, after making the payment, she would send me a form for the equivalent replacement, which I should print, sign with a wet signature, and send back to her so she could place the order abroad. The relevant department called me and informed me that a payment of 2,200 TL was required. The payment covers the battery and power cable fees for the notebook I left at the service. I am expected to pay for a product that is not in stock. What does it mean for HP's customer satisfaction policy to be zero before five years have passed? This means that they neither provide stock for my product within five years nor take payment for products that are not in stock. Ms. Zülfiye also mentioned that an order for an equivalent product could not be placed without payment. If you want to experience a mental breakdown, buy an HP product!"
The email I just received from Ms. Zülfiye, the HP representative, and the one I sent to her.
