Neptun HP laptops are covered by a 2 to 5 year warranty (duration of battery warranty is model dependent). 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 devices serial number and the warranty type and duration can be checked online.
Easily replaceable parts that fall into the Customer Self Repair (CSR) category are dispatched directly to the customer. The customer replaces the part and the defective part must then be returned to HP using the enclosed prepaid postage box. Examples of CSR parts are (depending on the model):
For any other hardware problems, a service technician will repair the laptop. For repairs under a bring-in or pickup & return warranty, HP will need your device including all equipment to be sent to a HP Service Center.
If the laptop is covered by onsite warranty a service technician will bring the required replacement parts and perform the repairs onsite, making it unnecessary to send the laptop to the manufacturer. However, it still is possible to send it in should the customer prefer to do so. If the service technician is not able to fix the problem on-site, the laptop may have to be sent to the service center..
Neptun HP laptops can also be brought to the Projekt Neptun Helppoint ETH-Zentrum (Zurich) for evaluation and warranty repairs.
If your device is defective upon delivery - Dead-on-Arrival (DoA) - this has to be reported to the HP within 30 days. The procedure for a DoA is described in this document.
To register a defective device it has to be reported to HP or an HP service partner. The warranty status and duration can be check online by entering the serial number of your device (if the online warranty check is not available, please call HP): HP warranty check
To open a support request with HP they need a detailed description of the problem as well as the serial and model number of your device: How to identify the serial and model number
If a hardware problem is identified, Customer Self Repair (CSR) parts may be delivered by mail for installation by the customer. All other repairs have to be carried out by a HP service technician and HP needs the entire device: Prepare your laptop for service
If the unit is covered by a bring-in warranty, then the device must be shipped to a HP repair center at your own expenses. For a pickup & return warranty HP will send you a shipping box with return label or the defective device will be picked up by a courier.
For onsite warranty repairs a HP service Technician visit you and perform the repairs at your location. It is not necessary to send in the device, but if preferred by the customer, it can be requested. (On-site warranty service cannot always be guaranteed in remote areas.)
Neptun HP laptops can also be handed over to the Projekt Neptun Help Point ETH Zentrum (Zurich) for warranty repairs.
Customers should contact the HP CRT for escalation if:
We recommend mentioning that you are reporting a problem with a "Projekt Neptun laptop".
The CRT can be reached via
Tel.: 044 511 83 48