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HP Warranty Cover Info Needed
Hi
Looking for some advise, how long do companies like HP have to fix issues with a down machine. I had a problem Friday with my 310 and got a call to say part would be here Mon (Today) but not sending engineer cause they are waiting on a second part that currently has a 7 week delivery on it. They said don’t worry we will escalate this and if we don’t get any joy can escalate it again to our bosses.
I have to admit I nearly choked when she said 7 weeks, I’m still in 12 month warranty but I also took out an HP Extended 2 year with the printer paying a lot more than a non HP just because of the way they keep stock for their own warranties before allowing resellers to get at stock.
Anyone know where I stand on this or can give me some advise in case it does tun into a headache. When your told its a next day service anywhere in the country for an engineer to attend that sounds pretty reasonable but its not a lot of cop when they diagnose over the phone and you get a deadline for parts.
Kev
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5 Replies
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Is this an Artsystems warranty? Doesn’t sound like it possible could be as we’ve never experienced a wait more than a day when any of our HP kits has gone down no matter what the part needed was.
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As James says, doesn’t sound like it can be art systems as they are pretty much on the ball.
I would complain and quickly too. it is not your problem that someone is out of stock of a machine part that they sell and take money for a warranty that is clearly not there when needed. I am sure whatever source you use can get a part of a donor machine at worst till the part comes in? -
Hi Guys
Thanks very much for the advice and sadly yes it is an Artsystems problem, whilst it has extended HP warranty direct its still under 12 months old so gone to Art for sorting. Don’t get me wrong they have been their normal brilliant self with advice from engineer and almost daily contact but its HP that cant give them the part.
They have promised me it wont be 7 weeks but that was two days ago now and Friday will be a week down, Art have escalated it but Im certainly not impressed with HP its not like its an old machine and whats the point of a next day service if they cannot get the parts for weeks.
I did suggest they just send me a new machine since they obviously have stock of them, or rob the part of one, I don’t honestly care how they get it so long as they get it sorted.
Kev
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Few years back our 2 month old Z6200 developed a fault (machine had only been out a few weeks), a new OMAS sensor was required, HP engineers had one sent from German next day to ensure we were up and running quickly (3 days down only). The engineers from HP I found to be excellent, very helpful, and on the final day we had 3 of them here to make sure it was fixed.
Agree with the others – complain very quickly, a 7 week wait in my book would be a replacement machine! Something sounds very wrong. -
Hi Guys
Just wanted to say thanks for all your help and a big thanks to Art Systems (HP’s default Repair Company) for all their efforts. After chasing HP and raising it to the highest level they can, I’ve just had a call to say the part will be hitting the UK tomorrow and Engineer will be collecting it on his way up on Monday which will make it a little over a week, pretty good when compared to the starting figure.
Honestly Im not sure they were meant to have told me the expected date and probably should have only told me its out of stock and due in soon like normal but its great that it felt like they were always on my side which is very rare.
Thanks again guys and Art, fingers crossed DHL get it across the water on time :0
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