COMPLAINT ABOUT HP DUBAI CUSTOMER SERVICE DELIVERY
On Wednesday 10th September 2008, I called HP Dubai (0097143916000) to complain about my HP Pavilion note book model dv6700 with serial no. CNF81841DM. I was instructed to call 3662020 where I spoke with Mr. Alaa Premean who took down my personal details and established that my note book was under warranty, and promised to dispatch someone to pick it up. On Thursday 11th September 2008, a courier service company DHL was sent to pick up the note book. On arrival at my office he checked the notebook and then gave me an HP PUR (Pickup and Return) - Physical Damage/Scratch checklist with Customer acknowledgement form. He filled the form stating that the notebook was okay and ticked for the accessories I was giving him along with the notebook.

On Sunday 14th September 2008, I called phone number 0436623 and spoke with a lady by name Azira and she informed me of the receipt of my note book by the Technical department and that they said the motherboard of the computer was faulty, that it would be repaired and I was going to get the notebook back by Monday 15 September or Tuesday 16 September 2008, at the latest.

On Monday 15th September 2008, I received a call from the Technical department and I was told that the notebook would not be repaired under warranty and that I will have to pay about 1, 000 + dirham to get it repaired because according to them, the computer had been opened and tampered with at some parts were missing. I called back Azira and she told me nothing of such was said to her when she called them to enquire about the status of the notebook before I called and she said I would receive the notebook repaired by the Monday 15 September 2008.

From that day onwards, the HP customer service center and the technical department have been acting dodgy and passing accusations at me that the motherboard of the computer had been tampered with and they have refused to repair the notebook though it is under warranty. They do not call me to give any update even when they promised they would, I have been the one calling and chasing after them. I have spoken with a certain Ubaida who claimed to be senior technical Support Officer; I have also spoken with Bassam of the complaints section.

Azira who had assured me of getting my notebook back repaired and was in support at the initial that she was not told about any tampering of the motherboard, called me back and changed her tone now supporting the technical department and insisting I have to pay for the service I should be getting under my warranty. On my insistence that I had not tampered with the notebook, Azira then told me they were going to inform the top management and carry out an investigation as to what happened to the notebook.
When I spoke with Azira on Tuesday 16th September 2008 which happened to be the day I was promised I will get the notebook back at the latest, she said DHL confirmed that the notebook was untampered with and had no physical alterations whatsoever but that the top management still went ahead to decide that I should bear the cost of repairing the notebook.
Is this supposed to be some grand scheme whereby unsuspecting customers are reaped off and made to pay for services they ought to be getting for free under their warranty? Or is it a policy of the company to refuse taking responsibility by accusing and passing the bulk of their staff’s errors to customers?
I have been highly traumatized and embarrassed by this turn of event with HP, which is supposed to be a world class highly respected and supposedly professional company.
I hope someone in the management will review this situation clearly. I also stress once again that whilst the notebook was in my possession “IT HAD NOT BEEN TAMPERED WITH OR OPENED UP”.

Yours sincerely,

Damilola Alade