I have recently joined the family of HP India customers. The entire experience of buying an HP Notebook Computer through the Direct Sales channel of HP India was horribly disturbing.
Could you please respond to some of my questions below, related to the functioning of your company in India:
- Your India-specific website is so out-of-date. The prices and the availability of models is out-of-sync with the ground reality. Why?
- Why is not possible to buy a lot of models directly from your India-specific website, when the same functionality exists in the US website?
- World over all companies (including HP in the USA) strive to sell their products online at the cheapest possible price to the customers directly through the website. Why is it then that HP in India is unwilling to benefit the customers in the same way? Why is that in India your dealers are still able to offer the customers a price less than what your company is willing us to offer through the direct sales channel?
- On your USA website you let customers do a great deal of customization of the configuration of the laptops. In India your website does not offer similar functionality. Why?
- In USA, you are selling notebook models with much better configuration at a much lower price than the models you are selling in India. Why?
- Why is it that your direct sales people never respond to phone calls, e-mail messages or voice-mail messages? Why does it take anywhere between 4 to 6 hours to get in touch with the direct sales people?
- Why is it that out of 46 New-Delhi based resellers listed on your website, the contact information of 40+ resellers is incorrect / outdated?
- Why does your toll-free number offering advice to prospective customers avoid publicizing the direct-sales channel and instead are more willing to redirect potential customers to the resellers?
- And lastly, how could have things gone so horribly wrong with your company operations in India?
Amit Batra
(The author lives in New Delhi and works as a Computer Scientist with Adobe Systems India)
18 comments:
I second the opinion presented here. I also tried buying a hp laptop few months ago, but ended up buying a thinkpad instead. Looks like they are just not willing to sell to individual customers.
The HP company logo now reads "HP invent". Looks like they are trying to invent new ways to dump individual customers :-)
I cannot agree more. The HP India site is not at all user friendly. Iam a big fan of HP and already have 3 notebooks purchased in the US. I wanted to purchase another but this time in India. Lo and behold! The website sucks for starters. The models are outdated. And the overall experience is more than enough to make an avid HP fan to look elsewhere.
HP SUCKS. Everyone knows that by now I think. HP has cost me 3 HDD, 3 DVD-RW drives, 1 motherboard, 1 BT module in less than 1.5 years of purchasing.
batty son of a bitch like you will always have a problem with anything. go and ask your mother what problem she had giving you birth asshole
Yeah! The HP India website sux. I respect HP and i luv their products. But I think that they are not concentrating much on the Indian market. I have no idea why! The American site is kick ass. Proll'y thats the best place for comp and hardware online. But the Indian site sux man. They need to give us more choice. And treat us equal.
Hey @Dude, I have another piece of news for everybody -- The DVD writer in my brand new HP laptop (one of the costliest models they have) does not work from day 1. And on top of that, to my utter horror I found that they do not offer on site warranty (to home users) either. Tch tch... My advice to everybody: Dell is the way to go.
Friend,
Its not just HP. The whole customer care thing sucks in India!
I TOTALLY AGREE WITH YOU I WANT HPTX2500Z THE REPLACEMENT MODEL FOR HPTX2009AU BUT THE SAME HP ATTITUDE EVEN THOUGH I WANTED TO BUY IN BULK STILL SAME LETHRGIC ATTITUDE AND THE CO BETTER SHUT SHOP IN INDIA GOOD ATLEAST THEYT WOULD SAVE ON SALARY COST TO THESE BUGGERS AND AMKE GOOD TO SHAREHOLDERS.DAVEEN DHINGRA CEO CAPITALONE daveen.capitalone@gmail.com
I want to add that even their customer care and service back is as bad. Different people from HP give contradictory information and no senior person is ever available on hte phone. I have tried making at least 20 calls to speak to a senior person at HP about this issue, and have drawn a blank.
@Ashwin, I am sorry to see that even after more than one year of my reporting these problems to the senior management in HP India, the state of affairs continues to be as bad as it was.
Let's hope that the recent economic slowdown will force companies like HP to get rid of carry their huge baggage of worthless workers (who are responsible for the sorry state of affairs).
Meanwhile, you may try reporting your problem to Doraisamy Balu doraisamy.balu@hp.com, Sonia Mathur smathur@hp.com, Ravi Swaminathan ravi.swaminathan@hp.com, Buxy Abraham buxy.abraham@hp.com, Kaveri Datta kaveri.datta@hp.com, Tapoti T. Tipnis tapoti-t.tipnis@hp.com and Shuchi Sarkar shuchi.sarkar@hp.com. One of them might be able to help you.
Hello,
I have Hp Notebook whose model is TX2009AU, which is a touch screen tablet. I purchased this laptop on july 2009, from that moment to now i have replaced my mother 3 times.
1st time after 7 months when i have warranty and after that i have to buy that cost a huge amount for me. Now at this moment its stop working one more time.
If you think I am joking than plz check this link
http://h30434.www3.hp.com/t5/TX-TM-Series-Notebooks/TX2009AU-Booting-Problem/m-p/202773/highlight/true#M1916
Many people who have this laptop having the same problem.
Please tell me how can you help me?
Or else at least suggest me where can i get a good motherboard?
please reply as soon as possible.
Thanks
Sarang Jiwane
09960033519
Hello,
I have Hp Notebook whose model is TX2009AU, which is a touch screen tablet. I purchased this laptop on july 2008, from that moment to now i have replaced motherboard for 3 times.
1st time after 7 months when i have warranty and after that i have to buy that cost a huge amount for me. Now at this moment its stop working one more time.
If you think I am joking than plz check this link
http://h30434.www3.hp.com/t5/TX-TM-Series-Notebooks/TX2009AU-Booting-Problem/m-p/202773/highlight/true#M1916
Many people who have this laptop having the same problem.
Please tell me how can you help me?
Or else at least suggest me where can i get a good motherboard?
please reply as soon as possible.
Thanks
Sarang Jiwane
09960033519
Sarang, you may try reporting the issue to the following people directly through e-mail:
Nalini.Anand@hp.com
soni.asthana@hp.com
Bharti.Vig@hp.com
buxy.abraham@hp.com
doraisamy.balu@hp.com
eStore.India@hp.com
kalra@hp.com
kaveri.datta@hp.com
ravi.swaminathan@hp.com
scd.admin@hp.com
scd.sales@hp.com
shuchi.sarkar@hp.com
smathur@hp.com
tapoti-t.tipnis@hp.com
Dear Sir,
I have purchased a Compaq 610 Notebook Laptop on 24/08/2009 from your authorized dealers in Jaipur TEENU COMPUTERS/SURESH INFOTECH and before completion of warranty period I brought 2 years extended warranty after paying rs.5515/- and during this period I have taken services of your authorized service center RT OUTSOURCING SERVICES LTD./ INTARVO TECHNOLOGIES LTD. 2 times, first was due to problem in screen on dated 07/08/2010(case id no.4618123832) and now 2nd has occurred due to error in keypad on dated 31/05/2011(case id no.4630338812). Next day I was informed by your representatives that serial code of my laptop is not matching with the ct number of my keypad, due to this they are unable to provide warranty services.
As per my telephonic and mail conversation with your branch manager (Mr.Narpat singh rathor) also customer care manager(Mr.Prashanth) about my problem that Ct number does not match, I would still stay with my words that I haven't taken any outside services for errors occurred in laptop. Therefore as per my understanding this error of mismatching has taken place either at your manufacturing dept. or at your Service center.
So please look into this matter as I am an Architect this is taking my valuable time, money and patience.
Going forward I would also request to please collect details so that we can trace the actual culprit as I’m sure at my part there is no fault and contrary you are also genuine.
I wish you will consider it as an important issue and will provide a favorable action. Please reply me as soon as possible. and meanwhile please favour me by providing stand by laptop.
please sir see this matter otherwise i have forcely move to consumer cort and take a legal action.
My laptop details are:-
Serial no.:- CNU9225ND6
Product no.:- VF647PA
Sincer Regards,
Kapil Gupta
Contact no.:09887467299
E-mail:-kapil.arch@rediffmail.com
ME ALSO SUFFERING WITH MY HP PRINTER, GIVING ELECTRIC SHOCK AND NO ONE IS LISTING FOR THIS FROM LAST 15 DAYS. AND EVEN HP HA SSINGAL COMMUNICATION CHANNEL i.e customer can not get update for his case when it has been reached to higher authority, and even he will not contact you.
YOU JUST STUCK IN BETWEEN MIDDLE, WITH NO ANSWER.
My HP printer OJ 7500 Even after being inspected. By engineer/technician for plain paper printing problem have not found any solution.
Would like to know the contact details of MD
A.S.Chandna
Nice Blog ,Thanks for Sharing the information.Customer Satisfaction is very important to grow up the business.
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