HPI Support Experiences (UK)

phillupson2 · 2018-11-07T15:30:06.000Z

Hi all,

I’m currently trying to deal with yet another HPI support failure with a client, this one has had a broken laptop for 9 days on his next day carepack support package. In fairness to HPI we don’t have many failures across the machines out there, but, when we do they’ve failed in every support case in the last year. Due to the current one, which I’m being ignored by complaints on as well, I was just curious as to other’s experience with HPI support of late? If your country isn’t in your profile, I’d be interested if you could list the country.

Reason for asking? 1) I’m pretty upset that a client has had 9 days down when they paid HP for next day service, 2) I’m being asked why we sell carepacks if they aren’t ever honoured?

Perhaps we’re just unlucky, but right now I’m feeling pretty unloved by our preferred vendor, haven’t bothered ranting about each case, but happy to if others are unhappy and want to compare notes.

Note: this post doesn’t reflect HPE who have been mostly excellent.

Repairatrooper · 2018-11-07T18:22:36.000Z

As an HP Partner in Canada, we have had issues in the past, but over the past year HP has been stellar in listening to our concerns and working to address our issues in record time. As well, they are taking more ownership of issues and not leaving us to sink/swim. If you are an authorized partner or dealer the best thing you can do is work closely with your HP Sales Rep. It is in their interests to make sure that Partners are happy and taken care of. If you do not know who your Rep is, find out, get them into your office for a meeting and get to know all the ins and outs. I doubt if it is different in other areas as sales is sales and targets are targets.

tim7139 · 2018-11-07T18:56:16.000Z

Last notebook failure in the UK we had we gave up after a few weeks and had another team member bring it back to Canada for us to look at. No parts needed, lose cable.

Failure before that in August was out of warranty by a week, but we were willing to pay for repair. After a new attempts we used a non authorized cell phone.laptop repair shop to diagnose. They could not get parts to correct the failure, but got it running until it came back to Canada. Where we spend a few more weeks trying to get the mother board replaced as the video card drive stopped working after a Window 10 update.

So I’d summarize as UK poor to non existent, Canada poor, US spotty at best.

priscilla-hp · 2018-11-08T04:54:21.000Z

Hello @Phill7895, as shared behind the scene I regret your customer’s delayed service. If a part is unavailable, service may not be available on a next business day carepack. However, nine days is a long wait and hopefully some other options are available. Your issue has been escalated and was brought to the attention of management today. Hopefully, we can provide you and your customer with a positive update later today.

@phillupson2

phillupson2 · 2018-11-08T09:19:11.000Z

Thank you for your efforts Priscilla, you’re always really on the ball here on Spiceworks! Hopefully if management can review and improve UK support the rest of HP will be up to your standard

phillupson2 · 2018-11-08T09:28:02.000Z

Hi Priscilla, can you check case ref 5022537873 and confirm if an engineer is booked? This client has been told the part was cancelled and has had two engineer appointments supposedly booked Monday and Wednesday and no engineer has turned up or contacted the client to explain the lack of visit.

Thanks.

phillupson2 · 2018-11-09T15:33:39.000Z

Hi Priscilla,

No engineer today, no call about an engineer to me or the end user. Also I have raised this with my HPI UK account manager who has told me everyone has gone home by now (4:30 UK time). He also says he doesn’t deal with this type of issue but I can send an email if I want.

After attempting to raise a complaint via yet another web form, here is the response I got back:

Thank you for contacting HP while providing your feedback.

We are sorry to hear of the problems your client is experiencing with their HP product.

Unfortunately we do not provide email support. They can call our technical helpdesk Mon - Fri 08.30-18.00 on 0207 660 0596, and they will be happy to assist them where possible with their computer issue.

Alternatively, they can contact our chat support through http://support.hp.com/gb-en/contact-hp/

If they would like to contact our sales Team regarding a purchase they can call our customer service on 0207 660 3859 or click on the link below for further and relevant information

My Orders & My Account HP Store UK !

Please be advised that provided the warranty status paid options may apply.

Best regards,

HP Customer Relations Team UK/Ireland

From this I gather nobody really cares. I’ll speak to the call centre again but after this, I don’t really see how I can sell HPI any more.

Update: I’m now told Monday. Thanks for your help Priscilla, you have been genuinely helpful and trying, why HPI UK are so bad, I’ve no idea.

priscilla-hp · 2018-11-10T19:25:16.000Z

Hello Phill,

Thank you for your update and apologies for your continued frustration. I have received feedback with details about the scheduled service which I have emailed to you. Let’s hope this service will be completed as scheduled the computer issue resolved. I will continue to track your customer’s case.

@phillupson2

phillupson2 · 2018-11-12T11:24:26.000Z

Quick update, an engineer has attended and it appears, repaired the laptop! Only 2 weeks after the original call was logged, once again, a genuine thanks to you for helping with this case Priscilla, lets hope we all have a quiet week!

priscilla-hp · 2018-11-14T19:02:42.000Z

Phill, you’re welcome. Thanks also goes to the case owner who, after receiving the escalation, was very responsive and provided accurate updates. Once again I deeply regret the delay. If there are any post service issues please do contact me. Your client is so fortunate to have your strong advocacy.

dave8259 · 2018-11-16T11:58:09.000Z

I’ve been with my current employer for over 4 years now and we primarily sell HP products. I have always rated their products and support, but this year we have had numerous issues with HP desktops in particular and the support has been a bit “hit & miss” shall we say. We have had motherboards, power supplies and hard drives fail.

Usually they are fixed with little questioning but recently I had a ticket declined due to the way I had tested a failing hard drive. Basically, the drive wasn’t being seen by the HP diagnostic tool so I used Ultimate Boot CD which showed bad sectors. I waited 4 days for a new drive and in the end rang HP to be told it had been declined, no phone call, no email, and yet our customer had been sat waiting without a PC. I was then sent a new drive which turned out to be a box containing 4 screws so I had to call back again to get it resolved.

Today I have had a HP engineer visit site to fit a new motherboard to a HP 290 G2 which was 3 months old. He’s emailed me back saying it’s fixed but the graphics card is only outputting to VGA and not DVI so the dual screens aren’t working. Great. Oh, and the OS isn’t activated either because of the new motherboard being fitted! I opened this ticket with HP on the 21st September.

I am also concerned at the quality of the parts used by HP, specifically the power supplies which are a measly 180 watts.

All in all I’m pretty fed up with HP and I’ve asked our sales team to look at other manufacturers. Would be great to hear from others regarding their experiences just lately, I can’t be the only one surely?