Buying a HP Laptop in Cambodia

I have recently experienced a long, drawn out, and complicated situation with a new HP 8540w laptop which I purchased in Cambodia. I was unlucky to have received a unit which had errors within the first week or two of owning the unit, and having a brand new laptop along with a “Travel Next Business Day Onsite” Care Pack, I assumed that I would have no problem receiving swift support on the issue.

Fast forward 4 months or so, one failed repair, and a lot of time speaking to HP Support, email conversations with various HP employees and HP Service Centre staff, and I am nearly at a point where the laptop will be taken for a second repair, or, hopefully a full replacement.

I’m not going to go into the full details of it yet, it’s long, boring and complicated, but I wanted to write something now on the back of a recent email I received from HP Singapore (who ultimately supply all Cambodian resellers with HP computers).

I purchased from a store near Central Market called Kim Heng Computers. They were very pleasant to deal with and I had no issues with their service. However, apparently because this retailer is not an “Authorised Distributor” (good luck finding any information on HP.com as to who is), the support situation is different. As far as I understand, Kim Heng purchased the unit from Ingram Micro Asia Ltd Singapore, who in turn purchased it from HP Singapore. To quote:

HP consider such selling as gray marketing which cannot be supported in the country.

Thinking of purchasing a HP laptop in Phnom Penh?

If you do plan on buying a HP laptop or desktop in Phnom Penh, or possibly anywhere in Cambodia, DO NOT buy it from anyone other than an “Authorised Distributor”. This is the only guarantee that you’ll receive the support that you should. Below is a list of the current companies who are authorised. This list was provided to my by HP Singapore.

I feel quite hard done by as there is no way that I can find to get this information from hp.com, and in my mind I was purchasing from HP – so it didn’t matter what retailer I went through (especially considering the Care Pack purchase that was made as well).

Please note that I am receiving support, and they are going to collect the laptop this time round and repair, or, hopefully, replace the unit (as my faith in this unit is shot), but it has been extremely confusing and time-consuming.

Comments

  • Good information here. Thanks.

    Am about to buy a HP Probook so am glad I came across this first.

    • Hey Simon,

      Very very pleased to have been of service! It was entirely the reason I wrote a slightly SEO keyword loaded post about the topic. Although, I'm certain that it probably applies to most laptop manufacturers – buy from a certified reseller to avoid complications 🙂

      Here's wishing you a healthy and long laptop life with nary a call to support in sight!

  • m marren

    I wish I had read this sooner… i just bought an HP tablet from

    Khmer Plus Computer, and oh the avalanche of nonsense that has followed since! Anyone who is buying anything computer related should give KPC a wide berth.

    I really want to support the cambodian economy, but when it comes to technology, I dont think they are up to the task. Anything more complex than a celphone, my advice is, buy it elsewhere.

    • Hey M,

      Sorry to hear of your troubles. It still defies belief, for me, that when you purchase a product made by a manufacturer, that you aren't entitled to support directly from that manufacturer. The burden of responsibility being on the consumer to find out whether the retailer is a 'recognised reseller' is fatuous at best.

      I guess with Cambodia being a relative minnow in economic and consumer buying power terms, it's not exactly treated very well by all these giant multi-nationals – but that said, I don't think the lack of support offered by these companies should really reflect on Cambodia. Still, you're right – be careful buying anything technological in Cambodia – do your research before buying and find out your entitlements.

      Hope that things get sorted out for you.

  • Sharyn

    Hi Simon,
    do you know if there is an authorised HP service centre in Cambodia? I recently purchased two laptops in the US. One toshiba and one HP. The Toshiba, within a month needed a new screen. I took it to PTC (at the time of purchasing i didn't realise it would have international warranty but when the screen died – i found out, thankfully, that it did. The unit was quickly dispatched to singapore and returned fixed. The HP was for a khmer friend. They said it is giving signs of future trouble – so i just registered it for them – but was looking to find if there is a service center here – can't seem to find anything yet (and came across your helpful story here!).
    Hope you got yourself the replacement.

  • Sharyn

    I look again and see in your post that you mention IT and THakral as service agents – so never mind!