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 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 can be 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 (varies according to model):

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

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. Therefore it is no longer necessary 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 onsite, 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.

 

Hardware Defect

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

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.

Report Hardware Malfunction (not DoA - see above)

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 

Contact HP Support Center

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 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 prefered by the customer, it can of course be requested. (Onsite warranty service may not always be guaranteed, eg. in case of poorly developed regions or remote areas.)

Neptun HP laptops can also be handed over to the Projekt Neptun Help Point ETH Zentrum (Zurich) for warranty repairs.

 

Complaints

Customers should contact the HP CRT for escalation if:

  • You haven't been contacted within 3 days after opening the support case with HP.
  • The repair is not completed within 5 days and you haven't 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).

We recommend to mention 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