HP Australia is currently engaging in a pattern of behavior that directly mirrors the systemic failures of 2013 where they were fined $3 million, choosing 'procedural stalling' over its legal obligations to Australian consumers (NCAT Case: 2026/00113715).
The 160+ Day Failure Chain:
▪︎ Systemic Warranty Collapse: HP retained my brand-new device for 75 days for a HP factory screen fault, only to return it unrepaired. Claiming 'no parts available' for a current production model is a disturbing reflection of the very conduct the ACCC has previously penalized. Throughout this period, Dinesh B K and the HP ANZ Customer Relations Team effectively abandoned the consumer, leaving a paid asset idle for months. Under Australian Consumer Law (ACL) this non-repair over an extended period of time is a ‘Major Failure’. The Law states that the Consumer (myself) is immediately entitled to a Replacement or Full Refund for this damaged unit, which HP arrogantly declined.
▪︎ Amateurish Logistical Chaos: The repair window was marked by gross professional negligence. Dinesh B K and his team caused delays and misdirected the device to an incorrect address, displaying a staggering lack of basic oversight. The package eventually reached me.
▪︎ Forensic Evidence of Negligence: When finally 'returned' on 21st Jan 2026, my $1,553.25 asset was structurally destroyed.
This was no accident; HP failed to apply mandatory internal bracing, leaving protective end-caps loose in the box. This is a documented failure of HP’s own packing standards.
▪︎ A Systemic Repeat of 2013: This conduct bears a striking resemblance to the failures that led to the $3 Million Federal Court fine against HP (ACCC v HP Australia Pty Ltd [2013] FCA 653).
My report (REF4716968) has been submitted to the ACCC to highlight what appears to be a repeat of these historical compliance issues, under current laws where penalties now reach $50 Million.
Conclusion: HP Senior Management and Dinesh B K are choosing to risk massive regulatory exposure and waste Tribunal resources rather than authorize a single warehouse replacement—costing HP approximately $795 — to resolve the destruction of my $1,553.25 laptop.
DEADLINE EXPIRED: 160-DAY WARRANTY FAILURE
HP Australia has ignored the final 5 PM settlement deadline (Tuesday, 24 March) to resolve this 160-day negligence claim. Their refusal to provide a replacement for the significant chassis damage caused while the unit was in their custody has forced an escalation to a full refund claim plus legal costs through formal adjudication.
Dinesh B K and HP ANZ Management (under the leadership of MD Brad Pulford) have to date chosen to ignore a documented negligence claim, exposing the company to a potential $50 Million regulatory penalty per breach rather than resolve a $1,553.25 case.
Forensic evidence provided to the ACCC and the Tribunal is now public to protect other consumers. This behavior mirrors the systemic misconduct that led to HP’s $3M Federal Court penalty in ACCC v HP Australia [2013] FCA 653.
Nicos Nicolaou
Applicant
ACCC Report: REF4716968
NCAT Case: 2026/00113715
Claim your business profile now and gain access to all features and respond to customer reviews.
