1. Whether the vendor is providing O/S support after installation. The preloaded O/S though good it seems have at some locations crashed during work of installation/ work progress of deptl software. Whether HP is comprehensively supporting the O/S may be informed. The same is not true with M/s Wipro and M/s HCL Ltd as they are supporting the O/S also.
HP is Providing O/S support remotely as well as onsite case to case basis.
2. What is the time lag for getting spare parts, if required upon to be supplied in case of damage. It took more than 3 days to get one HDD replaced.
All required spares which need to be replaced are provided within three working days, Physical damage cases will be replaced on chargeable basis.
3. What extent we are supposed to open up the Cabin of CPU or other hardwares as the HP customer support over phone, is extensively requiring us to do so each time the log is made for a complaint.
End user is not suppose to open the cabin of CPU incase the technical person supporting insist on the same pls ask the technical person to take me in con-call on 09818278064.
3 a. Is it required to actually open the cabins each time, since the system is in warranty, the Phone-in customer support usually asks to open up, refix the RAM, refix the Cables joining the Mother Board to the HDD, CD-RW and even other fixtures. They are not accepting to log the complaint even without these exercises. This is totally unhealthy as it may otherwise lead to some other faults/complaints, while opening the cabins.
End user is not suppose to open the cabin of CPU incase the technical person supporting insist on the same pls ask the technical person to take me in con-call on 09818278064.or mail me the refrence case id at Sharavan.singhal@hp.com
Pls feel free to contact me for any further query.
Attaching call logging process and escalation matrix.
> 1800 11 2267 (Toll Free) or 3030 6363 (prefix STD code of your city)
> For Priority Logging ( Support-1)
> Once Connected to HP Globoal Support Center
> Dial->1 Then> Dial->6 Then> Dial Pass code-> 9705> Then Select the choice of product as per IVR> Then Speak to HP Rep to log the case.
> Note Down the case id for tracking.
> Thanks & Regards
> Sharavan Singhal
> 09818278064
HP is Providing O/S support remotely as well as onsite case to case basis.
2. What is the time lag for getting spare parts, if required upon to be supplied in case of damage. It took more than 3 days to get one HDD replaced.
All required spares which need to be replaced are provided within three working days, Physical damage cases will be replaced on chargeable basis.
3. What extent we are supposed to open up the Cabin of CPU or other hardwares as the HP customer support over phone, is extensively requiring us to do so each time the log is made for a complaint.
End user is not suppose to open the cabin of CPU incase the technical person supporting insist on the same pls ask the technical person to take me in con-call on 09818278064.
3 a. Is it required to actually open the cabins each time, since the system is in warranty, the Phone-in customer support usually asks to open up, refix the RAM, refix the Cables joining the Mother Board to the HDD, CD-RW and even other fixtures. They are not accepting to log the complaint even without these exercises. This is totally unhealthy as it may otherwise lead to some other faults/complaints, while opening the cabins.
End user is not suppose to open the cabin of CPU incase the technical person supporting insist on the same pls ask the technical person to take me in con-call on 09818278064.or mail me the refrence case id at Sharavan.singhal@hp.com
Pls feel free to contact me for any further query.
Attaching call logging process and escalation matrix.
> 1800 11 2267 (Toll Free) or 3030 6363 (prefix STD code of your city)
> For Priority Logging ( Support-1)
> Once Connected to HP Globoal Support Center
> Dial->1 Then> Dial->6 Then> Dial Pass code-> 9705> Then Select the choice of product as per IVR> Then Speak to HP Rep to log the case.
> Note Down the case id for tracking.
> Thanks & Regards
> Sharavan Singhal
> 09818278064
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