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


Projekt Neptun 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 customer receives a shipping label to send the device to the repair center for free or it is picked up and returned by a courier.
  • Bring-In: The device has to be sent/brought to an HP service center. 

Since fall 2023, most Projekt Neptun HP laptops have additional accidental damage protection (ADP). You can find more information about this below.

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.

 

In case of a hardware failure an HP certified technician will repair the device.

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

For devices with Onsite warranty, a service technician will come by with the appropriate spare parts and perform the 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. (Onsite Service is only available in urban areas in countries with an HP support & service organization or partner.)

If the SSD of the laptop is replaced, the newly installed SSD is empty.

Since the customer is responsible for maintaining the software on the laptop and the onsite technician does not have the time for a reinstallation, you will be instructed to reinstall Windows yourself using HP recovery media.

Here you find the instructions for creating and using an HP USB stick to reinstall Windows: HP Recovery Media

After the recovery, the first thing to do is to install the Windows updates and the HP updates for your laptop. (These updates are important for the laptop to work properly).

We can also help you with the installation of Windows at our Helppoint if you need help. Contact us by email and we will make an appointment.

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 an HP certified repair center. In Switzerland, we recommend using the following online form: 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, pen, etc.) can be sent to you directly by HP/Computacenter. In case of a warranty repair, Computacenter needs the whole device: Prepare laptop for service

  • 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).

Further information on the Computacenter AG Service Center can be found here

In order to submit a request for support when abroad, HP requires the serial number of the device: 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, pen, etc.) 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 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)

 

  • 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 Pickup & Return warranty and the problem cannot be resolved by the customer, the customer will receive instructions on how to send in the device as well as a label for postage and addressing of the package. 

  • Prepare laptop for service

  • After the repair, the device is returned to the customer.
  • 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 kindly requested 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 Computacenter 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

If, contrary to expectations, several attempts are necessary to solve a problem, please mention this when submitting a new repair request. 

If you are not satisfied with the repair job, please report it via e-mail to kontakt@projektneptun.ch. Briefly describe the problem, which service center you have contacted and, if possible, also give us the serial number of the affected laptop, any case/reference numbers and the names of people involved.

General Support


If there are 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 Information

You can track the order status of your laptop in our distribution partner's customer account. You can find information on this in the FAQ.

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.

Order Information

You can track the order status of your laptop in our distribution partner's customer account. You can find information on this in the FAQ.

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.

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