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