To Whom It May Concern,**I wish to make a formal complaint in regard to case number...

GetHuman1375166's customer service issue with HP from October 2018

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The issue in GetHuman1375166's own words
To Whom It May Concern,**I wish to make a formal complaint in regard to case number: ************On ********** I have reported a problem with my HP laptop by calling the HP team on *** **** ****. Following the report I called the Flex Repair Centre located in Warrington and was given a permission to drop off the laptop in order to have the unit diagnosed.**On ********** the Pavilion laptop has been left at the Flex Repair Centre.**Between **-********** I have tried to contact HP customer team to discuss the issue and having the repair authorised. Much to my disappointment I found that the repair has not been authorised and in fact the HP team failed to notify me of the outcome.**Following the diagnosis the HP team failed to provide a written confirmation in regard to the problem outlining my options and explaining why the repair cannot be carried out as part of the HP Care pack that was purchased with the laptop. In fact, the HP team failed to email me a quotation for the parts that need changing.**When the HP Care Pack has been purchased the terms and conditions of the pack were not indicating that certain repairs will be excluded. However, the official HP website indicates that with this coverage the customer receives protection against accidental damage. Some examples are as follows:***https:**support.hp.com*gb-en*document*bpr********* Liquid spills** Drops** Falls** Collisions** Electrical surges** Damaged or broken LCD** Any accidental breakage***Much to my disappointment I found that the HP team without any explanation given failed to honour the HP Care Pack. I believe that I was sold unsuitable product that hasn't been fairly and clearly advertised. In fact I was not given the information needed and therefore ended up with a product that's isn't right for me. I believe that the HP Care Pack has been mis-sold to me. According to the FCA regulations product must be sold in a manner that is fair, clear and not misleading like in my case. **HP team has failed to support the FCA Sourcebook's principle that a firm must pay due regard to the interests of its customers and treat them fairly. Within the last **hours HP failed to provide clear information in regards to the repair and in fact failed to keep me appropriately informed during and after the point of sale of the HP Care Pack.**Much to my disappointment I have not been provided with product that performs as HP has led me to expect, in fact the associated service has not been of an acceptable standard as I have been led to expect.**In fact over the past **h I have been faced with unreasonable post-sale barriers imposed by HP team, and despite expressing my concerns and believes I wasn't in a position to make a formal complaint due to lack of contact information on the website and staff failure to provide the correct complaint details.**During conversation with Rose at HP I believe that I was not provided with clear information and in fact I have not been kept appropriately informed. It become obvious that the fair treatment of customers is not central to HP corporate culture and in fact products and services marketed and sold are not designed to meet the needs of identified customers.**I believed that a firm that regulated by the FCA should comply with the TCF instead of breaching the * core consumer outcomes like in my case. **As such I would ask you to authorise the repair under the HP Care Pack an no cost.**I expect the matters to be drown to a conclusion as soon as possible and have satisfactory outcome for both parties.**Yours sincerely,**Sandra*****- * *
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HP

Customer service issue
Reported by GetHuman1375166
Oct 19th, 2018 - 25d ago
I have an issue with HP too
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Seen by 2 customers so far
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Timeline
GetHuman1375166 started working on this issue
Oct 19th 1:20pm
GetHuman1375166 shared this issue with others over email
Oct 19th 1:22pm
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Oct 19th 1:44pm