How can I ask HP re out-of-warranty product? (547 Views)
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Occasional Contributor
Daniel A. Sharp
Posts: 2
Registered: ‎09-24-2002
Message 1 of 11 (547 Views)
Accepted Solution

How can I ask HP re out-of-warranty product?

It's good to learn from Mr. Eames that he uses HP software to back up to non-HP devices, but his suggestion that I ask HP if my devices are supported raises two other questions: 1) How can I get info.from HP re. my out-of-warranty product w/o incurring charges? I looked for an email way, but that's how I arrived here.
2) How to set my software to be able to direct it to my devices, on of which is a QPS external HD? (Actually that was the question I tried to ask in the first place. I apparently wasn't clear enough).
Thanks for any answers,
Dan
Honored Contributor
meloni
Posts: 817
Registered: ‎07-02-2001
Message 2 of 11 (547 Views)

Re: How can I ask HP re out-of-warranty product?

Hi
First, you can call HP with your out of warranty tape device at any time with no charge for informations and troubleshooting infos, only repair or replacement have to bee payd. so do not esitate to contacts HP for help.
second, it depend of your software, read the manual first on how to select "target or Device", if you use NTBackup, select destination of backup, it will show you all tape devices and also floppy disk or file system.
Bye

marino
---------------X-------------------X--------------------X----------------X--------------
If everything is under control, you are going too slow (Mario Andretti)
Frequent Advisor
bollen
Posts: 50
Registered: ‎04-14-2002
Message 3 of 11 (547 Views)

Re: How can I ask HP re out-of-warranty product?

Hi Marino,

You may be able to call HP free-of-charge for information about an out-of-warranty product at your country but that does not apply for all coutries. In the Netherlands -I am sorry to say- I've learned that the first question asked is about the warranty period. If the device it no longer under warranty you first have to pay ??? 27.50 before you can ask any further questions.

L8r, Henk
Honored Contributor
CA756694
Posts: 339
Registered: ‎02-27-2002
Message 4 of 11 (547 Views)

Re: How can I ask HP re out-of-warranty product?



Hi,

You should NOT have to pay for phone support on out of warranty products. I just checked the documentation and also spoke to my colleagues in europe.

If someone does attampt to charge you then it's wrong.
I know it's asking a bit much, but if it happens to you and you can be bothered then post the case and the person's name you spoke to and I will sort it out.

cheers

John
Eagles may soar in the clouds but weasels don't get sucked into jet engines
Honored Contributor
meloni
Posts: 817
Registered: ‎07-02-2001
Message 5 of 11 (547 Views)

Re: How can I ask HP re out-of-warranty product?

Hi
I get some information from Netherlands, and can confirm that actualy, also for this country the Out Of Waranty support calls are free
Bye

Marino
---------------X-------------------X--------------------X----------------X--------------
If everything is under control, you are going too slow (Mario Andretti)
Occasional Visitor
Wendy Woody
Posts: 2
Registered: ‎04-17-2003
Message 6 of 11 (547 Views)

Re: How can I ask HP re out-of-warranty product?

I called HP Tech support to order a recovery CD for my Pavillion 780n. The warranty had expired 2 weeks prior. I was charged $30 just for making the phone call to order the CD. Was that a legitimate charge?

I've tried to find information on out-of-warranty charges with no luck. I'm scared to call again or e-mail to ask for fear of getting another $30 charge. Is there anywhere that I might find a listing of out-of-warranty charges?
Regular Advisor
BR659932
Posts: 70
Registered: ‎10-24-2001
Message 7 of 11 (547 Views)

Re: How can I ask HP re out-of-warranty product?

Hi.

The current warranty info for backup units:

http://h18004.www1.hp.com/products/storageworks/warranty.html

Note that the warranty statement provided with the device applies, not the one in the web.

For the other devices, go to www.hp.com and search with term +warranty.

I do agree with John and meloni, even if the device is OOW AFAIK the phone support is free for all products.

As for the Pavilion recovery CD charge, are you quite sure that the charge was for the phone call? I think you must pay for the CD itself.

HTH,
Arimo
Regular Advisor
BR659932
Posts: 70
Registered: ‎10-24-2001
Message 8 of 11 (547 Views)

Re: How can I ask HP re out-of-warranty product?

Always forgetting something...

At any case HP has Instant Support, http://instantsupport.hp.com/euserv/jsp/hpinstantsupport.jsp which is free of charge.

Arimo
Occasional Visitor
Wendy Woody
Posts: 2
Registered: ‎04-17-2003
Message 9 of 11 (547 Views)

Re: How can I ask HP re out-of-warranty product?

Yep, I first talked to a guy at HP who quoted the recovery CD charge at $10. But he needed my serial numbers so I had to call the PC repair place for my numbers and call HP back. That's when I talked to a woman who already had my serial numbers on file and told me it was $30 for the service phone call plus $10 for the recovery CDs. I asked specifically if the $30 was just for making the phone call and she said yes.

Frequent Advisor
Joey Jackson
Posts: 44
Registered: ‎12-09-2002
Message 10 of 11 (547 Views)

Re: How can I ask HP re out-of-warranty product?

Most Pavillion products do carry an out of warranty support fee. Tape drives which is the forum that you are in now, are a little different because they are commercial business products and fall into another category, if you want more clarification call HP support (1-800-HP-INVENT) (474-6836) and ask to speak to a customer satisfaction representative. Make sure you have your case number.

Good luck
Every Day is a Good Day
Occasional Advisor
kumardsm
Posts: 7
Registered: ‎02-19-2012
Message 11 of 11 (412 Views)

Re: How can I ask HP re out-of-warranty product?

Hi,

 

I am having a EVA4000 storage and 2 HSV200-A controllers but this setup is out of warranty. Now we have some problem in one of the Controller and we approched HP for on-call bassis support. They have replied that, you have to go for an AMC, after that only we will take this call. Is it the policy of HP? In warranty FAQ they are telling that, they will support for out-of-warranty products by charge. Please update me on this, I am from India. As HP is charging more for AMC, I want to go per-call -basis, please guide me.

 

Thanks & Regards,

Kumar

 

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