Johannesburg, 19 Sep 2001
Hewlett-Packard distributor Tarsus Technologies (a member of the JSE-listed MB Technologies group) has announced amendments to HP`s Dead on Arrival (DOA) policy, which hold significant benefits for end-users.
"A product that fails to work through hardware failure only after receipt or installation at the end-user site within 30 days of purchase is deemed to be DOA," explains Mark Gibb, HP general manager at Tarsus Technologies.
"Previously, the DOA was based on 60 days from time of HP shipment to end-user installation. This often left little time for an end-user to enforce a DOA Warranty."
"As with any change, there is a lack of understanding or willingness to follow new procedures, especially when existing procedures have been in place for so long," he adds.
The key factors in ensuring minimal delays in swopping out the faulty unit at HP are:
a. Copy of end-user invoice;
b. Hardware failure acknowledgement by HP;
c. Packaging and components to be intact; and
d. DOA claim document. "With carry-in warranty products such as notebooks and entry-level printers, the reseller or end-user must take the faulty item directly to the local HP Service Centre and no longer to the distributor," Gibb continues.
"Once HP has qualified the DOA, a unique reference number will be handed to the reseller or end-user. This reference number entitles the distributor who supplied the original goods to swop out the faulty unit. It must be noted that the faulty goods become the property of HP once the reference number has been issued."
On-site warranty products such as servers, business printers and PCs are handled in a similar manner.
"Once Sykes, the incumbent HP Call Centre, has acknowledged either telephonically or via an on-site visit that the goods are faulty and fall within the 30-day time limit, a unique number will be issued to the reseller," Gibb explains. "This number authorises the original distributor to swop out the faulty DOA unit. In the event that there is no stock available to swop out the unit, the end-user has the option to wait for the replacement, or allow HP to repair the faulty unit."
Gibb points out that the new amendments are not applicable to supplies, consumables and PC components such as keyboard or mouse. "For these products the usual PDR (Product Defective Replacement) policy applies, whereupon HP will provide a new replacement of the defective component only."
"HP is committed to providing top-quality products and services to its customers. These amendments are clearly proof of this commitment, and are a significant improvement on the existing HP DOA policy, providing end-users with ample opportunity to check that their new HP purchases are in good working order," Gibb says.
In both carry-in and on-site DOA Warranty Claims the faulty equipment must be taken directly to one of the following HP Service centres for testing and official approval of a DOA claim:
Bloemfontein, fax: (051) 448-6571, Erica Coetsee
Cape Town, fax: (021) 555-6582, Cuthbert Grootboom
Durban, fax: (031) 204-1209, Yogan Naidoo
Johannesburg, fax: (011) 258-9335/6, ATT: SA-CCC, Tel: 086 000 1030
Port Elizabeth, fax: (041) 581-4698, Margaret Bennette
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