对“惠普服务”微信端客户服务的投诉/ A complaint against a staff member of “HP service”

[Damang]

您好！

Hi.

我是来自吉林省，长春市的一名用户。我于2月26日向“惠普服务”的微信端发起人工服务请求。原因是我新购的笔记本电脑即使在待机状态下，电量也会以非常高的速度快速下降，影响了正常使用。负责接待的是技术工程师“小惠260”。但是其处理问题的方式令我感到惊诧。

I'm a user from Changchun, Jilin Province. I requested a manual service through “HP Service” WeChat client on February 26th. The reason is that my newly purchased laptop's battery drains at a very high rate even when in standby mode, which has adversely affected the normal use. "Xiaohui 260" was the technical engineer who received me but I was amazed by how he handled the issue.

他表示没必要查看我提供的、反映电量下降情况的视频，同时在没有得到"HP Support Assistant"的电池检测结果情况下，即告知我电脑不存在任何问题，无需继续咨询维修。我无法想象惠普的售后服务是以这样一种方式进行的——既不核实问题原因，也不需要任何检测结果，而是直接告知用户不存在任何故障，而后置之不理。

He said that the video I provided showing the draining battery doesn't need to be evaluated. Even without seeing the battery test result from "HP Support Assistant", he told me there was nothing wrong with the laptop and no need for further consulting. It is impossible to believe HP's after-sales service being conducted in such a way that it doesn't look into the cause of the problem, doesn't request any test results, but instead arbitrarily informs the user that the problem doesn't exist and then ignores it.

更令我感到惊讶的是，对于我反映的情况，他直接表示“在几分钟内，在不运行额外应用程序的情况下，电量就会直接减少3% 很正常”。我不能理解这种荒谬解释是否能代表惠普对产品质量的官方立场。

Even more surprising was the fact that he said "it is normal that the battery is reduced by 3% in just several minutes without running any additional applications''. I wonder whether this absurd explanation represents HP's official policy on product quality.

我对惠普人员以这种不负责任的方式拒绝提供售后服务深感失望，因此发起投诉，希望能得到帮助。

It is disappointing that HP personnel refuse to provide after-sales service in such a irresponsible manner. I am writing this letter so I can bring this complaint to your attention.

******

附件：相关微信截图。 如果需要，可以提供额外的信息。

Enclosed is the corresponding screenshot from WeChat. Additional information could be provided if needed.

产品信息：相关产品是HP ProBook 450 G8，序列号是：**********，于2022年2月22日第一次激活使用。产品主要问题：尚未安装任何系统自带以外的应用程序，运行温/湿度约20℃/20%，在待机状态下不运行任何额外应用程序，电量即迅速下降。这导致其无法支持正常的移动使用。典型情况为：在待机状态下不运行任何额外应用程序时，在7分钟内，电量即下降了3%。

Details: The related product is HP ProBook 450 G8, serial number **********, which was activated for the first time on February 22, 2022. The main problem: No application other than the system built-in has been installed, and the operating temperature/humidity is about 20°C/20%. In standby mode without any extra apps running, the battery drains rapidly. It prevents normal mobile usage. Typical example: 3% battery drain in 7 minutes in standby without running any additional applications.

[y2kim]

当时使用环境温度有没有到10摄氏度以下