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Follow UsIn an effort to provide a comprehensive
post-sales support to its customers,
has enhanced its customer
support program, and earlier this month introduced Consumer Notebook
Care Pack Service. The new feature intends to reduce downtime and IT
support costs. This service is already available for HP desktops.
Vinay Awasthi, senior director, product
category, HP PSG India said, “We are now offering extended warranty
through on-site care packs. Standard warranty is a 1-year package
which one can extend to a 3-year warranty.” He further added, “We
offer a comprehensive world class after-sales experience to our
customers. We have the largest service network in India, about 175
odd networks, which is absolutely unparalleled, according to our
estimates. We would be at least 50% more than anybody closest to us
and that allows us to give the best possible service to our
customers. This enables us to enhance service and support factors
like turn-around-time, etc.”
Under the new offering, the company
promises to provide unlimited parts and labour support for all HP
notebooks across India. Also, the customers can upgrade or extend the
standard warranty on notebooks and also chose service packs to suit
specific needs and budget. Earlier in July, HP had introduced the
HP Accidental Damage Protection (ADP) as an additional feature in all
its Pavilion G and Pavilion DV class notebooks which is available
only in India. This offers coverage from physical damage to a
notebook, caused due to unintentional liquid spillson the unit,
accidental drops or falls, and electrical surge. This package also
includes liquid crystal displays (LCDs), or parts damaged or broken
in such incidents.
Awasthi added, “In above mentioned
notebook range, we offer ADP absolutely free of cost. In some of the
more competitive lower end range, ADP is offered as a paid service,
which is close to about Rs 900.” ADP is available at customer
location (on-site) during standard business days and hours in India
wherein service features and availability vary by location.
Elucidating on this, Awasthi stated, “We also have a very flexible
support model wherein there are multiple facilities like HP service
centers, telephonic call centers, chat, email, etc. The latest
addition was int
almost
an year back, where we were offering door step support to
customers.” He further added, “This completes the warranty
portfolio to an extent, that I don't believe anybody can come close
to. HP's support division is the only one amongst all competition to
be certified by TSIA, which is a renowned service authorization
agency.”