Whats the point of the Care Pack?

[fdart]

A few years ago we refreshed with EliteDesk 800 G3's along with 5yrs of support. 

Nearly 2 months ago a dvd drive died on one and I have yet to receive a replacement.

I was initially sent the wrong part, had to send pictures to prove to support it was incorrect.

Next I was told I could swap the bezel of the incorrect part.  I told the support person that I wasn't going to do that, because if I cracked the bezel that would be on me, so they could dispatch a tech to do it.

Instead of a tech being dispatched, I began receiving emails that my part was on backorder.

A search of the parts store also shows that nearly every part for this model is no longer available or "backordered".

So I have to wonder what the point of an extended care pack is when it is not actually being supported even though they have a year left of coverage?

Also, please don't use covid or 'supply chain' issues as an excuse, this was a business level model produced well before covid or any other supply shortages.

[Prométhée]

hi

Hello
sorry, but you are here on the antraide Hp community
it is not, the support, or a direct link with HP ...
all i can do is flag, wire, and maybe an HP agent, to help you out ..
"I was initially sent the wrong part, had to send pictures to prove to support it was incorrect.

Next I was told I could swap the bezel of the incorrect part. "

What exactly was the part problem?
"A search of the parts store also shows that nearly every part for this model is no longer available or" backordered "."
Possible, but if it is a DVD player, it should be possible to install practically any other model, even if it does not come from the product list, as of the moment, that they are identical characteristics, this shouldn't be a problem
Finally, there must be a solution to this problem ...

[fdart]

I am well aware that this is community based and not 'official' HP support...

I was not asking for support for the drive issue... that itself is a basic issue (though apparently not for HP).

What I am questioning is the point of care packs when HP cant fulfill their end of the bargain.

Also, is the level of support that is provided.

When a customer is required to send pictures to prove that they were sent the wrong part is bad enough, but to then suggest that I should swap the bezels (risking damaging the clips at my expense if they break) is ridiculous.

The icing on the cake is the lack of just about any parts available for a widely sold model.

Why should anyone be buying in to care packs if HP is going to provide the support?

[DGroves]

just about every reseller and "manufacturer " is having supply chain issues that result in parts or products on backorder 

and since this has been in the news almost daily, i'm wondering how you missed this or think that HP is somehow immune to this?

as for HP not sending a tech at over 100.00 cost instead of shipping a 15.00 part....you do the math HP is in business to make money not loose it

the HP care pack you bought is quite specific in what it covers in regards to part availability time to replace part 

(barring unforeseen things like the current supply chain issues)

there is nothing wrong with HP asking for pictures of what was sent, many companies do this and if hp told you it's ok to swap, then HP will cover the part if you cause damage to the bezel/drive just make sure to get a email stating they approved the part swap

in regards to replacing the optical drive's bezel you are correct, you can refuse to swap them but then you will have to wait till HP can get stock in for the correct part

[fdart]

Im wondering how you missed the part that this is a few year old pc produced long before covid or supply chain issues...

There should have already been plenty of parts supplies on hand before any of those issues, but nice try.

Though not included in my op, when I opened the initial ticket, I opted to not have a tech dispatched, it was not until after they repeatedly said to just swap bezels that I asked for them to send a tech.

If HP was fine with sending a tech to replace the drive initially, then why was it a problem to send one to correct their mistake?

What it costs HP to fix it is not my concern, I paid for it to be covered and they are not upholding their end of the bargain.

I have been in IT for over 20 years, and not once have I ever been asked to provide photo proof that a vendor sent me the wrong part...  I have been asked the part # on the box received, but NEVER a photo.

So again, why should I buy into HP care packs when not only do they not actually provide the coverage you paid for and treat you like you are trying to scam them when they screw up?

*Edit*  FYI in regards to my care pack, it does specifically state "Onsite Support", so again there is absolutely no reason for them to not send a tech regardless of the issue.

[Prométhée]

General Feedback

may not change anything but try this
Sorry, there is no point wasting time here, I told you, there is nothing we can do about it!