DELL vs HP support

I had the questionable luck of needing HP’s as well as DELL’s business support in the last year. Great way of comparing their support levels.

In both cases the mains adaptor of a notebook was broken (burned out), after their guarantee deadline expired and were previously covered by their (still running for the notebook) business support plan.

The first contestant was HP. I mailed HP America (don’t know why as I’m living in Austria) was called back by HP Austria 2 hours later to confim my problem and had a new power supply delivered two days later. The messenger also took the damaged part with him.

I contacted DELL through their mail support form on their homepage. It took them always one business day to answer any mail – to say which, compared with HP, I had to write a lot more. The delivery of the power supply happened after three business days, but as I got a new revision I had to wait another two business days for a matching power cord. The broken unit was left in my custody, but I’m not quite sure what to do with it.

So, while being satisfied with both (they replaced my broken unit for free) it took Dell almost three times as long as HP to replace the damaged parts. And the winner is HP, but your milleage may vary.

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