Neptun Wave Spring 2022

14 February - 14 March

Neptun Wave Spring 2022

14 February - 14 March

HP Support

Here you can find our first aid page for problems with Lenovo laptops: 

First Aid HP

Most HP laptops from Projekt Neptun have a 3-year base warranty.

Information on how to open a warranty case with HP can be found below.

Warranty Information


Project Neptune laptops from HP have a warranty of between 2 and 5 years, depending on the model and time of purchase.

The warranty types regarding the handling of repairs are Onsite (on-site repair at the customer), Pickup & Return (the device is picked up and returned by a courier) or Bring-In (the device has to be sent/brought to an HP service center). 

The warranty is linked to the serial number of the device. Warranty type and duration can be checked online: Check Warranty 

Here you can find the HP Warranty Conditions.

 

Customer Self Repair (CSR) spare parts are sent directly to the customer. The defective part must be returned in the return box.

CSR parts for example are (depending on the model):

  • Power supply unit
  • Battery (external)
  • HDD / SSD
  • Memory
  • Keyboard

 

For all other hardware failures, an HP certified technician will repair the device.

Devices with Bring-In or Pickup & Return warranty must be delivered to an HP repair center.

For devices with onsite warranty, a service technician will come by with the appropriate spare parts and repair on site. It is not necessary to send in the device, but it can of course be done on request. If the error cannot be fixed on site, the device might have to be sent to the HP repair center.

Hardware Defect

Defect upon Delivery - DoA (Dead-on-Arrival)


Dead on Arrival: Device is damaged upon receipt or has a hardware defect - DoA cases must be reported to HP within 30 days of delivery.

The procedure for a DoA is described in this document.

Transport damage and cosmetic defects such as scratches, stains or dents must be reported to the sales partner Computacenter TS GmbH (ch.sales.ts@computacenter.ch / 041 318 40 00).

 

Report Hardware Malfunction (not DoA)


To register a defective device, it must be reported to a certified HP repair center. In Switzerland, we recommend using the following online form for HP devices: Computacenter - Repair Registration

 

In order to submit a request for support, the serial number of the device is required: Where can I find the serial number?

The warranty status can be checked using the serial number of the device (if the online warranty check is not available, Computacenter AG must be contacted by phone or e-mail): Warranty check

Computacenter needs an exact description of the problem as well as the type and serial number of the device. In case of a warranty exchange small material (charger, RAM...) can be sent to you directly by HP/Computacenter. In case of a warranty repair Computacenter needs the whole device: Prepare laptop for service

Further information of the HP Service Center Computacenter AG can be found here. 

  • E-mailmb.ch.neptun.repair@computacenter.com
  • Phone: 0840 870 870 (Computacenter repair center)
  • Opening hours: Monday to Friday 08.00 - 12.00 and 13.00 - 17.00
  • Bring-in at Computacenter in Dietikon
  • Computacenter AG
    Repair Center 2. OG
    Riedstrasse 14
    8953 Dietikon

Please mention to the Computacenter hotline agent that it is a "Projekt Neptun Laptop" if you report the case by phone.

After the hardware problem has been identified, a decision is made on how to proceed:

  • If the device has a bring-in warranty, the device must be shipped to Computacenter at the customer's own expense.
  • In case of a pickup&return warranty, the shipping of the defective device is covered by HP. 
  • In case of an Onsite Warranty, a certified HP technician will come on site to perform the repair (in poorly accessible or remote areas, Onsite Service cannot always be provided).

In order to submit a request for support, the serial number of the device is required: Where can I find the serial number?

To register a defective device as a warranty case, it must be reported to HP. The warranty status can be checked using the serial number of the device (if the online warranty check is not available, HP must be contacted by phone): Warranty check

Contact options HP Support Center

HP requires a detailed description of the problem as well as the product and serial number of the device. In case of a warranty replacement, small material (charger, SSD, RAM...) can be sent directly to you by HP.
In case of a warranty repair HP needs the whole device: Prepare laptop for service

  • If the device has a bring-in warranty, the device must be sent to the HP repair center at your own expense.
  • In case of a pickup&return warranty, the shipping of the defective device is covered by HP. 
  • In case of an onsite warranty, an HP technician will visit the customers location to perform the repair (in poorly developed or remote areas, onsite service cannot always be provided).
  • If HP or the HP Service Partner determines that the hardware problem is covered by the Pickup&Return warranty and the problem cannot be resolved by the customer, the device will be picked up by a courier or the customer will receive instructions on how to send in the device and a label for postage and addressing the package. (In Switzerland, we recommend the HP service partner Computacenter AG in Dietikon).

  • Prepare laptop for service

  • After the repair, the device is returned to the customer.
  • If HP or the HP Service Partner determines that your product problem is covered by an on-site warranty and it cannot be resolved over the telephone, a technician will be sent to the customer's location (your office or home). (If the problem cannot be fixed onsite, the unit may need to be sent to the service center)

  • Easily replaceable parts (CRU) are sent by mail and must be replaced by the customer. Instructions are provided or can be found in the service manual. (The defective part must normally be returned to HP).

  • Onsite service is only available in metropolitan areas; in lightly populated or peripheral locations the device must be sent in for repair.

  • 24 h reaction time does not mean that a repair is done within 24 h, but that a technician will try to contact you within this time frame to communicate the further procedure. Usually, repairs are performed within two to four business days, as soon as all spare parts are in stock.
  • If HP or the HP service partner determines that the hardware problem is covered by the bring-in warranty and it cannot be solved by the customer himself, the device must be sent at his own expense to the service address specified by HP or it can be delivered to an HP service center (in Switzerland we recommend the HP service partner Computacenter AG in Dietikon).

  • Prepare laptop for service

  • After the repair, the device is returned to the customer.

Complaints


Customers are asked to contact HP CRT Switzerland if:

  • No contact has been made with the customer within 3 days after the support case was opened.
  • The repair has not been carried out within the period agreed with HP and the customer has not received any status information (e.g. spare part not available) from HP.
  • If the suggested repair date is very far in the future (because the spare parts not available).
  • The device was repaired and returned to the customer, but the result is not satisfactory (e.g. defect still exists).

We recommend to copy kontakt@projektneptun.ch to your message and mention that it is a device purchased through Projekt Neptun.

You can reach the HP CRT via e-mail: crt.ch@hp.com 

Customers are asked to contact the Computacenter Service Center if:

  • No contact has been made with the customer within 3 days after the support case was opened.
  • The repair has not been carried out within the period agreed with Comptacenter and the customer has not received any status information (e.g. spare part not available) from Computacenter.
  • The device was repaired and returned to the customer, but the result is not satisfactory (e.g. defect still exists).

We recommend to copy kontakt@projektneptun.ch to your message.

You can reach the Computacenter via e-mail: mb.ch.neptun.repair@computacenter.com

General Support


If there is a problems with your Projekt Neptun laptop, you can email us a problem description, we will get back to you on weekdays within 24h: kontakt@projektneptun.ch.

Projekt Neptun Support 

If we can't solve the problem via email, you will get a personal appointment at one of our Help Points during the respective opening hours.

 

Order, Delivery Time

You can track the order status of your laptop in our distribution partner's customer account. For HP, Lenovo and peripherals you can access your customer account here. Apple orders can be tracked here. More information about delivery time can be found in the latest blog article

24. 9. 2021

Help Point : Please book an appointment

Our support staff at the Help Points ETHZ, Bern vonRoll, UNIBAS and UNILU are there for you. If you need technical support, contact us via email to make an appointment.

30. 9. 2020
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