PS
Pieter S
1 reviews | Active since May 2015
12 May 2015, 08:50
Extremely difficult rules for customers
I need to book a Printer in for repairs. They are the only HP repair centre in Johannesburg. But they have rules and payments that have to be followed BEFORE you can even book a printer in. Meaning I bring a client's printer in on HP's recommendation, they say they can't accept it without paying the quote rejection fee up front, so I need to take the printer back and quote our client for a quote rejection fee for a quote they have not received on a printer that they don't know if it can be repaired. Seems unreasonable to me.
Helpful (0)
Replies (1)0
Replies (1)
Ensure Services's replyOfficial
31 May 2015, 11:15Hello 1smitpw1,
We are sorry for your inconvenience. We understand that this might seem unreasonable to you at first, however, service providers across South Africa require an 'Assessment Fee/Quote Rejection' as a standard practice for booking an out of warranty unit for repair. For this fee, service providers are able to book the unit and diagnose the issue to be able to share a repair cost quote.
If the quote is accepted by the customer, the amount paid towards assessment fee is deducted from the final amount payable. However, if the quote is rejected by the customer, the time and effort spent by our technicians on diagnosing the issue with the unit is taken care of through the assessment fee.
Also, we would like to inform you that HP Call Center/Managers as well as Distributors are aware about this practice. We hope that you understand the situation better now.
We are sorry for your inconvenience. We understand that this might seem unreasonable to you at first, however, service providers across South Africa require an 'Assessment Fee/Quote Rejection' as a standard practice for booking an out of warranty unit for repair. For this fee, service providers are able to book the unit and diagnose the issue to be able to share a repair cost quote.
If the quote is accepted by the customer, the amount paid towards assessment fee is deducted from the final amount payable. However, if the quote is rejected by the customer, the time and effort spent by our technicians on diagnosing the issue with the unit is taken care of through the assessment fee.
Also, we would like to inform you that HP Call Center/Managers as well as Distributors are aware about this practice. We hope that you understand the situation better now.
Best regards,
Ensure Services's reply31 May 2015, 11:15
Official
Hello 1smitpw1,
We are sorry for your inconvenience. We understand that this might seem unreasonable to you at first, however, service providers across South Africa require an 'Assessment Fee/Quote Rejection' as a standard practice for booking an out of warranty unit for repair. For this fee, service providers are able to book the unit and diagnose the issue to be able to share a repair cost quote.
If the quote is accepted by the customer, the amount paid towards assessment fee is deducted from the final amount payable. However, if the quote is rejected by the customer, the time and effort spent by our technicians on diagnosing the issue with the unit is taken care of through the assessment fee.
Also, we would like to inform you that HP Call Center/Managers as well as Distributors are aware about this practice. We hope that you understand the situation better now.
We are sorry for your inconvenience. We understand that this might seem unreasonable to you at first, however, service providers across South Africa require an 'Assessment Fee/Quote Rejection' as a standard practice for booking an out of warranty unit for repair. For this fee, service providers are able to book the unit and diagnose the issue to be able to share a repair cost quote.
If the quote is accepted by the customer, the amount paid towards assessment fee is deducted from the final amount payable. However, if the quote is rejected by the customer, the time and effort spent by our technicians on diagnosing the issue with the unit is taken care of through the assessment fee.
Also, we would like to inform you that HP Call Center/Managers as well as Distributors are aware about this practice. We hope that you understand the situation better now.
Best regards,