1.
Do you experience frustration with the warranty process that HP currently use?
| Yes |
   25.0% |
(1) |
| No |
75.0% |
(3) |
| TOTAL |
100.0% |
4 |
|
2.
Please rate the following warranty processes from your perspective.
1 = Very dis-satisfied.
2 = there are problems with this process which have wasted my time.
3 = there are no problems with the process.
4 = I have found that the process works OK.
5 = I am delighted with the process.
|
Average rank |
|
1 |
2 |
3 |
4 |
5 |
|
|
| The process of determining if my product is covered by warranty. |
|
(2.8) |
| The initial contact with HP to sort out if I have a warranty claim. |
|
(3.2) |
| The quality of the technical support process. |
|
(4.0) |
| The process of returning product to a depot. |
|
(2.2) |
| The process of finding out how long the warranty repair will take. |
|
(2.0) |
| The process of returning the product. |
|
(2.5) |
| The process of paying for non covered labour or materials. |
|
(2.2) |
| The process of dealing with HP if the repair does not fix the problem. |
|
(2.2) |
|
3.
If you wish, describe any warranty process problems you have had and their resolution. As this response may be seen by others do not include any identifing or confidential information.
| # | Response |
|---|
| 1 | Very frustrated with the time taken to effect a warranty claim. Could only pay by credit card with details goven over the phone or by deposit into 3rd party account number. This was a real hassle. Perhaps the repair company should set up a secure web page for recieving credit card payments. This would also generate the invoice. |
|---|
| 1 | We always buy computers with a three-year onsite warranty. That is the only way to avoid problems with users wanting quick turnaround. Hp is generally pretty good (at least they were excellent when they were Digital, and Compaq has kept the Digital standard (much better than the previous Compaq support); let's hope HP keep to the Digital standards: we never bought HP PCs or servers or laptops |
|---|
|
4.
Please select the description that best describes the company you represent.
| A New Zealand locally focused company that has significant internal IT capability |
75.0% |
(3) |
| An overseas company with branches in New Zealand |
25.0% |
(1) |
| TOTAL |
100.0% |
4 |
|
5.
Please select from the drop down box the size of the company that you work for or represent.
| 1 to 9 employees |
25.0% |
(1) |
| 10 to 49 employees |
50.0% |
(2) |
| 1000 and over employees |
25.0% |
(1) |
| TOTAL |
100.0% |
4 |
|
6.
Please select a Job Title that best fits you.
| Chief Executive Officer |
25.0% |
(1) |
| IT Consultant |
25.0% |
(1) |
| Software Development engineer |
50.0% |
(2) |
| TOTAL |
100.0% |
4 |
|