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34 posts

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  #1555250 18-May-2016 22:45
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I have to admit, HP used to be really good on warranty jobs in the past, not sure what happened....




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  #1555287 19-May-2016 07:06
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yinian:

 

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.

 

 

 

 

this was a folio 1020 also. when power connected the led flashed wite/orange/white then went out. laptop would start then part post and then shutdown. got it going by disconnecting the battery and running directly from power, replacing the system board made no difference - didn't get a chance to see test a new battery.


 
 
 
 




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  #1555288 19-May-2016 07:10
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Dynamic:

 

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.

 

 

 

 

I've exclusively sold HP for over a dozen years and Compaq prior to that purely for the quality/responsiveness of their NBD on-site service. Hopefully this is just a small hiccup.


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  #1555292 19-May-2016 07:43
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networkn: 

 

Hi There!

 

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

 

 

 

 

What makes you think they were HP staff? When I was doing HP repairs I had HP shirts and ID cards, but was only a contractor for them. Last I knew VG did still have the contract, but sub contract this in some areas.


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  #1555310 19-May-2016 08:44
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dimsim:

 

yinian:

 

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.

 

 

 

 

this was a folio 1020 also. when power connected the led flashed wite/orange/white then went out. laptop would start then part post and then shutdown. got it going by disconnecting the battery and running directly from power, replacing the system board made no difference - didn't get a chance to see test a new battery.

 

 

 

 

exactly same issue here. lol.


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  #1555332 19-May-2016 09:16
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dimsim:

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.

 

Are you sure. When I was doing contract repair work for 2 different IT Brands, it was the 'helpdesk' that was supposed to contact the customer.
In fact, for 1 of those brands we were told to NEVER contact the owner/client directly .
The 'helpdesk' would then sometimes lie to the client about what was going on (yes that actually happened)

 

There is no excuse for a 2 week parts wait. For major international brands, these could be airfreighted & be there the next day.
Plenty of other companies can do that, just not major PC brands it seems. Previous employer would do that every other day to source
aftermarket printer parts....so its easily doable .
Some companies CHOOSE not to.

 

 

 

 


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  #1555334 19-May-2016 09:21
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Dynamic:

 

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.

 

 

 

 

Yeah I agree, but I expect that would be rare. We log about 5 cases a week and it would be rare to see 3 days. By comparison, customers who buy from PBtech or even Computer Lounge are often seeing 5+ days frequently. Our last PBtech case was 10 days for a customer for a HDD replacement! In the end they picked up the machine and brought it to us, and paid us to replace it. 

 

 


 
 
 
 




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  #1555336 19-May-2016 09:26
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1101:

 

dimsim:

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.

 

Are you sure. When I was doing contract repair work for 2 different IT Brands, it was the 'helpdesk' that was supposed to contact the customer.
In fact, for 1 of those brands we were told to NEVER contact the owner/client directly .

 

The 'helpdesk' would then sometimes lie to the client about what was going on (yes that actually happened)

 

 

 

 

Spooky... 666 posts.. :)

 

 

 

Yes - well at least for the ones that VG handle. I spoke at length to someone from Visual that manages the onsite tech and the process is

 

  • Cust call HP
  • HP Logs job
  • Job get sent to VG/tech with parts
  • Parts get sent overnight if instock
  • Tech does job with parts (if avail) NBD
  • If part N/A tech contacts cust to re-arrange onsite.

Kind of makes sense as tech needs to arrange onsite directly with cust.

 

Im left wondering though with these two cases where the part has no ETA how exactly the onsite tech explains this to the Cust. Seems like passing the buck for pooor parts availability.

 

 


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  #1555341 19-May-2016 09:36
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in my case, HP came up with 5-10 minutes explanation about because my laptop is bought in Australia so parts are different, they have to source it which is not easy, blah, blah.... I found it hard to believe, it is just a battery for folio 1020, i don't see how australia/US would use different battery from NZ ones..even they do, you would expect a company like HP can source one reasonably easily and fast. but logged the case at 10/04 and now delayed to 30/05, it is just rediculous.


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  #1555374 19-May-2016 09:57
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yinian:

 

in my case, HP came up with 5-10 minutes explanation about because my laptop is bought in Australia so parts are different, they have to source it which is not easy, blah, blah.... I found it hard to believe, it is just a battery for folio 1020, i don't see how australia/US would use different battery from NZ ones..even they do, you would expect a company like HP can source one reasonably easily and fast. but logged the case at 10/04 and now delayed to 30/05, it is just rediculous.

 

 

 

 

If you haven't worked in large companies, then I can understand why you think that would make it easier, but in fact, without systems, that just creates more hands, and more things that can go wrong. 

 

Batteries are a challenge for all vendors right now.

 

HP work off part codes, and the people who order parts are not technical per se. If the part code doesn't match they will need the matching code. If they don't have stock of that code, they will need to source it, which involves logistics out of their hands. 

 

I understand your frustration and I am not really making excuses, just explaining that it's not as simple as you giving an HP person a part code and then going out the back to the warehouse to get parts. 

 

Also it's possible that parts on Australian devices can differ from NZ devices. 

 

 


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