HP Onsite Warranty Repairs

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dimsim

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#195415 19-Apr-2016 17:22

I have experienced many of these previously but the last couple have me frustrated. Usually if parts are available then they are shipped overnight and the tech arrives the same day he receive the part - all good.

The last couple the a parts haven't been available and nobody has bother to call/email whatever and let me know there is going to be a delay.

Wondering what the process is here if anyone is familiar with it... should HP email me about the parts delay (they have my email/phone etc associated with the case number) or should the onsite tech call (Im guessing HP would book a job with them immediately and notify them if parts are available or not)

Anyone here experienced any HP onsite warranty repair delays that were notified of the delay?

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#1536075 19-Apr-2016 21:53

Hmmm... normally the calls are assigned to a local rep who calls to confirm the parts are available and gives an approx ETA for the tech who will come and replace the parts.

We have had 2 laptop wireless cards replaced in the last 12 months that took over a week to arrive, but put this down to a dodgy batch resulting in warranty stock being depleted. IIRC in one of those cases we were not called and had to chase them which was annoying.

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networkn

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#1536115 19-Apr-2016 22:59

I'd suggest a follow up by phone. HP Warranty support has improved out of sight in the past 12 months, and it's rare for them to stuff up, but it does happen. Phone call will fix it.

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#1536296 20-Apr-2016 09:58

Dynamic:

Hmmm... normally the calls are assigned to a local rep who calls to confirm the parts are available and gives an approx ETA for the tech who will come and replace the parts.

We have had 2 laptop wireless cards replaced in the last 12 months that took over a week to arrive, but put this down to a dodgy batch resulting in warranty stock being depleted. IIRC in one of those cases we were not called and had to chase them which was annoying.

The local people (NZ Based) that handle the onsite repairs are Visual Group, and I've not had any calls/emails etc from them. I assume they deal directly with the local onsite tech who also has not been in touch when the part has been not supplied. After speaking to the onsite tech he calls the HP call centre who then deal directly with Visual so maybe this is where the process is breaking down or being delayed/confused.

networkn

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#1536298 20-Apr-2016 09:59

dimsim:

Dynamic:

Hmmm... normally the calls are assigned to a local rep who calls to confirm the parts are available and gives an approx ETA for the tech who will come and replace the parts.

We have had 2 laptop wireless cards replaced in the last 12 months that took over a week to arrive, but put this down to a dodgy batch resulting in warranty stock being depleted. IIRC in one of those cases we were not called and had to chase them which was annoying.

The local people (NZ Based) that handle the onsite repairs are Visual Group, and I've not had any calls/emails etc from them. I assume they deal directly with the local onsite tech who also has not been in touch when the part has been not supplied. After speaking to the onsite tech he calls the HP call centre who then deal directly with Visual so maybe this is where the process is breaking down or being delayed/confused.

Hi There!

Are you sure about that ? The past few dozen repairs that have been done for us have been HP Staff.

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#1536301 20-Apr-2016 10:06

Out of curiosity, what part are they waiting on?

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dimsim

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#1536302 20-Apr-2016 10:07

networkn:

I'd suggest a follow up by phone. HP Warranty support has improved out of sight in the past 12 months, and it's rare for them to stuff up, but it does happen. Phone call will fix it.

Like I said in my original post - usually they are very good when the part is in stock. I've been dealing with HP commercial gear for over 12years and with Compaq prior to that for over 5years and cant say that I can recall a lack of parts for any jobs. I guess when it matters most is usually when things unfortunately don't go to plan.

I would have thought this should be pretty straightforward. Customer has Next Business Day onsite warranty - if that expectation cant be met, then someone should contact the customer and notify them of the lack or parts or tech or whatever.

The lack of communication is either HP, the local agent (Visual) or the onsite tech not following procedure or there is no procedure in place - all of which pretty are poor outcomes for the end user.

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#1536317 20-Apr-2016 10:12

networkn:

dimsim:

Dynamic:

Hmmm... normally the calls are assigned to a local rep who calls to confirm the parts are available and gives an approx ETA for the tech who will come and replace the parts.

We have had 2 laptop wireless cards replaced in the last 12 months that took over a week to arrive, but put this down to a dodgy batch resulting in warranty stock being depleted. IIRC in one of those cases we were not called and had to chase them which was annoying.

The local people (NZ Based) that handle the onsite repairs are Visual Group, and I've not had any calls/emails etc from them. I assume they deal directly with the local onsite tech who also has not been in touch when the part has been not supplied. After speaking to the onsite tech he calls the HP call centre who then deal directly with Visual so maybe this is where the process is breaking down or being delayed/confused.

Hi There!

Are you sure about that ? The past few dozen repairs that have been done for us have been HP Staff.

I think HP have a local presence in the main centres but I'm in the provinces :) I know previously when in Hamilton our server stuff was handled locally by HP as they had a presence there, but the desktop/laptop stuff was contracted out to an local authorised repairer. This is certainly the case here.

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#1536326 20-Apr-2016 10:16

pbgben:

Out of curiosity, what part are they waiting on?

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pbgben

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#1537047 20-Apr-2016 21:53

dimsim:
pbgben:

Out of curiosity, what part are they waiting on?

760605-005, battery for an elitebook.

Ahh, that would explain a bit, many air freight company's have strict rules against battery's. Had a Dell battery replaced in Jan and it took 2 weeks to arrive.

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#1537158 21-Apr-2016 08:06

pbgben:
dimsim:

pbgben:

Out of curiosity, what part are they waiting on?

760605-005, battery for an elitebook.

Ahh, that would explain a bit, many air freight company's have strict rules against battery's. Had a Dell battery replaced in Jan and it took 2 weeks to arrive.

Its looks to me like a knee jerk reaction to the dodgy bulk packs of lithium cells form china etc and large ebike batteries from the same. Having a quick read through the iata website there are packing guidelines and regular shippers can be approved for shipping these via air cargo. Surely HP and their suppliers (who mainly ship laptop batteries, individually packed and in antistatic bags and good cardboard cartons) should have their act together to meet these new regs?

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#1537163 21-Apr-2016 08:27

I know of a couple of people who have an HP with a battery that puffed up and are waiting on spares. Hmm,

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#1555157 18-May-2016 20:18

I have been waiting on a battery replacement since 10 April, I thought would be a matter of 3-5 days, but waited for 2 weeks, no call or email, rang HP, told me ETA is 12 May, then delayed again to 30 May now, this time, they did call me about the delay and apologized, still waiting. not sure why is it so difficult to find a battery, 6 weeks is enough time to send battery to moon.

dimsim

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#1555219 18-May-2016 21:45

Yep - pretty hopeless.

Had another new Eliteone machine they wouldn't boot when it had an external display port monitor connected. HP diagnosed and recommended a system board replacement and guess what? They couldn't supply that either (more than likely a bios issue IMO) Been waiting close to three weeks so far for that, and again wasn't notified of this parts delay.

Supposedly it is the onsite engineers job to contact the end user when parts aren't supplied so possibly a contractors problem in my case but still ultimately a reflection on the brand.

Disillusioned.

yinian

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#1555247 18-May-2016 22:36

dimsim: Yep - pretty hopeless.

Had another new Eliteone machine they wouldn't boot when it had an external display port monitor connected. HP diagnosed and recommended a system board replacement and guess what? They couldn't supply that either (more than likely a bios issue IMO) Been waiting close to three weeks so far for that, and again wasn't notified of this parts delay.

Supposedly it is the onsite engineers job to contact the end user when parts aren't supplied so possibly a contractors problem in my case but still ultimately a reflection on the brand.

Disillusioned.

mine is a folio 1020.

Dynamic

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#1555248 18-May-2016 22:43

HP have dropped the ball with a current desktop support case for us on a client machine. Call logged around 11am Monday for a NBD on site repair in Auckland. Chased them 2pm Tues and (I hear) were advised a Wednesday visit, but chasing them at 2pm today revealed an apology and a commitment to it being the engineer's first job tomorrow (Thursday) morning. A disappointing result from a brand that I am entheusiastic about when speaking with clients.

If I wanted to sell our clients hardware with a 3 day turnaround on warranty issues I can get that from a local computer assembler or just build machines ourselves.

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