If only all warranty calls were like this…

A couple of years ago, I had the misfortune to require warranty support from Dell (a frustrating experience). Then, problems with my IBM ThinkPad left me stuck between a 3-year hardware warranty and a 90-day software warranty. Well, thankfully my recent experiences with HP have been considerably better.

Last year I had some warranty repairs carried out on a couple of my notebook PCs – the warranty cover was for a back-to-base repair: a courier arrived from DHL and packaged the computers, then a few days later they were returned with the faulty components replaced.

Then, yesterday, one of my hard disks failed. I checked the warranty status on the Seagate website (one of the reasons that I use Seagate drives is the 5-year warranty) but it wasn’t valid as the component was originally supplied by HP. So, I called HP, who were happy to take my word that a few whirrs and clunks from the disk, then nothing (except a system that was stuck attempting to boot from drive C: ) meant that this device was broken and needed to be replaced (even if I did have to explain to an overseas call centre operator that I work for a company with 20,000 employees and I couldn’t check every address they had on their system for that company name, but that my home address certainly wouldn’t be there). Half an hour later, HP (or one of their agents) called me to check the part number and promised me a replacement within 24 hours.

By 9:00 this morning, I had a package containing a new drive in my hand (even if the courier didn’t know anything about collecting the faulty component) and a few minutes later I had installed it in my system. By lunchtime, everything was up and running again. Then, I found the instructions that told me to package the failed drive in the box used to ship the new replacement and peel off the label, underneath which was a pre-paid returns label. All that was needed then was a call to UPS to arrange collection and a few minutes ago, the same UPS driver returned to collect the package.

Overall, it was a positive experience (as positive as a wrecked hard drive can be) – less than a day of downtime on a standard parts-only warranty. Thank you HP.

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