Warranty Information

Neptun HP laptops are covered by a 2 to 5 year warranty (battery warranty depends on the model). For most laptops sold since autumn 2016 an onsite warranty is included, older models are covered by a bring-in or pickup & return warranty service. The warranty is linked to the product (serial) number of the device: How do I find the model- and product number of my laptop? Warranty type and duration can be checked online.

Hardware Defect

Report a Dead-on-Arrival (DoA - new device defective upon delivery)

If your device is defective upon delivery - DoA - the case must be reported within 30 days to the HP Support Center. The procedure for a DoA is described in this document.

Report Hardware Malfunction (not DoA - see above)

Please report the hardware defect to HP in order to claim your warranty. HP will need a detailed description of the problem as well as the model and product number of your device. 

Contact HP Support Center

After the problem is identified, HP will decide whether the customer can perform the repair himself or if the repair has to be carried out by a service technician. 

Customer Replacement Units (CRU) 

In case of a Customer Replacement Unit (CRU) warranty claim, HP will ship the replacement parts (battery, charger, RAM...) directly to the customer. The defective part must then be returned in the enclosed prepaid postage box. CRU examples are (may vary according to model):

  • hard disk
  • battery
  • RAM
  • optical drive
  • keyboard

For any other problems, a service technician will repair the laptop. For a common warranty repair, HP will need your device including all equipment. Please follow these instructions in order to prepare your laptop for service.

Devices covered by a Bring-in Warranty

If the unit is covered by a bring-in warranty service, you must return the unit to the HP repair center at your own expense.

Devices covered by a Pickup & Return Warranty

With a pickup & return warranty service, HP will mail you a pre-paid shipping label and box that you can use to send in your defective device.

Devices covered by an Onsite Warranty

An onsite warranty service will require a HP service technician to perform the repair at your location. It is not necessary to send in the device, but can, of course, be done at the customer's request. In the case of poorly developed or remote areas, the onsite warranty service may not always be guaranteed. If the fault can not be repaired onsite, the technician may have to take the device with him in order to fix it. Neptun HP laptops can also be handed over at the Projekt Neptun Help Point ETH Zentrum for repair.

Complaints

Customers with a pickup & return or onsite warranty service are requested to contact the HP CRT support if:

  • Up to 3 days after opening the support case no contact has been made with the customer
  • The repair is not completed within 5 days and the customer has not received any status update information from HP (eg. spare parts not available)
  • The unit was repaired and returned to the customer, but the result is not satisfactory (eg. defect still exists).

Please mention in the e-mail subject and in the problem description or inform the callcenter agent that you are reporting a problem with a "Projekt Neptun laptop". 

The CRT can be reached via

Tel.: 044 511 83 48

E-Mail: crt.ch@hp.com

HP Support Links