I've had a few monitors repaired by them under warranty and they have always been good and got the job done quickly and products returned quickly as well. Only ever had a contractor fix HP notebooks for me up here in Whangarei and he has always been good.
Hit and miss (more miss) the few times Ive dealt with them. Had to fix everything they stuffed up on a clients laptop AND remove the virus that appeared during its visit to VG few years ago - it only went in for a minor hardware repair under warranty.
The first time they sent a tech to my office and try to fix the screen. Turn out they broke my wifi switch. The Second time they replaced a faulty motherboard for me. The laptop came back with broke wifi switch or maybe not connect. I just tired of the excellent service.
if you're after laptop repairs on HP laptops, the guys at Service Plus can always help you out. They can do HP warranty too if you call them first - but if you ring HP you'll get a visual group rep out i think.
I found the girl on the front desk to be a witch, she didint give too craps about your problem. I wanted to walk out after 5 mins with her. I got a laptop screen case replaced by them and the job was crap, I had tape holding it together that left a bit of stickyness on when it was removed before they fixed it, they didn't even clean it up and charged $800 for the job.
I wish I knew of the other companies!!!
As an ex employee who was quite senior in the company I should probably keep my trap shut :-P
Visual had a lot of teething problems when they took over the HP Contract, they seem to have got better of late, but staffing was a huge issue back in my day, in saying that, it can be difficult to retain top I.T Staff in the Hardware Repair industry.
As far as I know if you call H.P then for most (consumer) models your call will actually be answered by VG group staff in Mt Wellington.
My only experience with them over the past two months has been slowness. After my daughters Compaq Laptop HD died we replaced it and ordered a recovery disk from them. After 3 weeks nothing turned up so that said to bring it in which I did. After a week still no contact to say it had be done so after another fone call they said soon. Two days later it was ready. No cost..
Ask for it to be escalated, or call the retailer and ask for them to complain to VG. I know when stores complained we tended to do a bit more (fear of losing HP contract / stores sending more work to ServicePlus).
Here was my experience with an out of warranty DV2000:
Me : My Out of Warranty Laptop has a manufacturer fault (documented nvidia/hp fault) Harvey Norman Assistant : Let me get the manager HN Manager : All our service is done by visual. We can send it to them or you can take it to [address] Me : Thanks
Me : Here is my faulty Laptop Visual Group (VG) Receptionist : [Takes laptop out back to technician], This model is not covered by HP special plan Me : Quotes consumer guarantees act VG Receptionist : [Takes laptop out back to technician], ok fill in this [forms] and we will talk to HP about it. Me : OK, [Fills in forms and leaves]
VG Receptionist : [Phone] HP have said not under warranty, we can quote (for a charge) to fix. Me : No thanks I'll come and get it.
Me : [Calls HP 0800] Indian HP Tech Support : What is your laptop model Me : XXXX In HP Tech : Sorry Sir, not covered Me : CGA! In HP Tech : Sorry Sir, not covered Me : Can I speak to supervisor In HP Tech : My supervisor says not covered Me : OK goodbye.
Me : [Email to HN Hanager] Explained my frustration, quoted CGA, said I wanted repair/replacement within 2 weeks. HN Hanager : [Email back] I have escalated this to HP support and will get back to you shortly
NZ HP Support : [Phone] I have looked at your claim, your laptop is not covered Me : CGA!!!! NZ HP Support : In your case we will make a special exception and repair free of charge
[4 Days later] VG Receptionist : [Phone] Your laptop is ready for collection Me : [Picks up Laptop]
I got the feeling Visual Group just wanted to get rid of me and if I hadn't pushed the matter I would have been left with an unusable laptop. I have the same opinion of HP tech support.
I would however like to say I was overall happy with the service from Harvey Norman. Although they didn't actually to much I felt they were willing to help and at no point tried to send me away unhappy.