"Premium Care" and "Care" warranty Questions

I was looking into the new Envy line and noticed the have the regular "Care" warranty and a "Premium Care" warranty. I have a few questions about these warranties.

First, how is the Envy support? Is it better than support for their less expensive lines? Do they have a separate group for Envy support?

It seems like the only unique feature of the Premium Care warranty is "Front-of-queue access to our highly trained North America-based technical advisors**"

Based posts I've read about Envy Support on the regular warranty, the support agents are typically based in North America. So is the only benefit of Premium Care "Front-of-queue access?"

Is Premium care better in any other way? Are the support agents less likely to use scripts? Are they better trained?

Thanks in advance!

 

Envy support is quite good. The Envy Concierge service is based in Little Rock, AK...so when you call for support...you are calling within the U.S.A. I spoke with a few Envy concierge people in the past few months...very knowledgable and really know their stuff.

Premium care also gives you "At Home" service for some of the issues. If your motherboard or screen goes...you will still have to send in for repair. To replace a keyboard or other "Minor" part....the tech comes to you. By definition, there are some things that HP expects YOU to repair...replacing a hard drive or memory.

Repair centers for Pavillion and other lines are in Memphis, TN. Repair facility for Envy is in Nashville.

Are they better trained? Debatable. I sent an Envy in for repair and it came back a total wreck. I was given a brand new replacement because the repair was botched so badly. On the other hand...others sent their Envy's in for repair and they came back "Pristine" Hard to predict under any circumstances. I don't care what company you purchase from...they are all going to do that. In my case, I escalated the issue and got attention of high ups in HP. I know for a fact that the repair facility in Nashville was put on "watch" by the company officials. Since then...I have seen NO complaints

 

The "Care" warranty also includes at home service. So I suppose that means the Premium Care really is nothing but *supposedly* shorter wait times on the phone. Since the regular customer service is in the USA, then I don't see the premium warranty as being worth it.

Thanks for the info!

 

Mind you that you can also purchase additional warranty...The basic warranty on an Envy is two years, when purchased from HP. I believe one year retail, except Costco. My warranty is four years with accidental damage and at home. Once you step up to Premium...you also get Accidental damage, too.