Deficiency in services by ENSURE, Kolkata/ hp/india

14 March, 2016
My Pavillion dv6 - 1352dx/ Sr. No CNF9384B86, laptop was purchased from Best Bazar 11800 chenal pkwy Little Rock, AR 72211 USA on 18/11/2009.
While coming back to Windows7 from Windows 10 on 31/01/'16, system did not start automatically. System advised technical assistance. Visited Authorised service center ENSURE, at Kolkata on 02/02/2016(memo no.25919. sr.no 21). The Service Engineer, who attended first, commented that the laptop was NOT purchased in India. My 'recovery disc' did not work. Installed Demo version, (after completely formatting my HD) pending import of Disc from Singapore. I was told that I am to bear the cost of transport of the disc. The hp/india(Help line 1800 11 2267) gave a case no.( 4767735167). Ensure help line advised that the engineer visit for uploading the disc at home, would be Rs 1525/-. As the fee paid would be only once, I was encouraged to check the loading of recovery disc at home so that I may not have to place order for the disc. The engineer came for loading the recovery disc and the result was negative. I paid Rs 1431/-(Receipt no. CHP/MR/840 dt.09/02/2016).
Since, there was delay in receiving the disc, I went to ENSURE office(helpline no.(03330306363) to deppsite the money required for importing the disc. There, Ensure and myself talked to hp/india help line on 11th Feb.'16, who, after several times, confirmed that hp/india would NOT provide disc to products purchased outside India. ( Then, why did Ensure not mention this at the time of receiving the product and why did hp/india help line register my case and gave a case No.?)
Now, ENSURE says that I have to get disc from HP-USA. Ensure had completely formatted my HD. I am unable to do banking trans. due to the deletion of 'Anti-virus'(better not to talk about 'loss of data.). The browser in the ' Demo version' is not able to open all sites and pop-up windows.
My relative in CANADA tried to contact hp-usa thru' a msg., but to no avail.
I drafted a letter to send to hp/usa that I am willing to pay the transport charges, if they are pleased to send a disk. I requested to tell me, how can they help me then.
In case, they cannot help, I requested them to ensure that ENSURE, KOLKATA returns the fee of Rs 1431/ paid by me.
This message could not be sent to hp/usa and was returned to my inbox.
On 1st March2016, I received a message from hp w.r.t case no 4767735167, to write to at-servicehead@hp.com. My reply in SMS form and later in email form were returned to inbox.
ENSURE, the authorized Service Agent of hp/india (Mr. Kausik) has refused to return my fees paid. My laptop remains idle, as I cannot upload an antivirus due to 'demo version ' OS(The Co. has to upload it, again and again).
Before submitting this complaint, on 9th Mar. '16, I rang up hp/india help line to know the present position. They gave me a tel no. 18004746836, when called BSNL voiced, the no. is non-existent. Again, I called help line, who gave another no. 1800 334 5144. This too, was non-existent.
I request you to look into the mater.
Today, I sent my draft to at-service@hp.com, which was returned.
Thanking you.
(Durga Madhab Padhy)
dm_padhy@yahoo.com
dm padhy