Customer Self Repair (CSR) is a key component of the HP warranty terms. Use this document to learn more about CSR.
Customer Self Repair (CSR) allows HP to ship replacement parts directly to you when a failure is confirmed.
Parts are generally shipped overnight to allow you receive them as quickly as possible. You can then replace the parts at your convenience. HP has invested significantly in engineering products to be customer repairable. If you purchased HP Care Pack Services, you can still take advantage of CSR for convenience and time savings.
For more information, consult the warranty statement for your product at http://hp.com, or in the hard copy form provided during product purchase.
HP includes CSR warranty terms and conditions in the warranty statement for the product, which can be found in the box with the product.
CSR is available in most countries. Talk with your local support center to learn about any restrictions for your location.
Customer Self Repair offers the most convenience in repairing your HP products.
Generally, CSR is the fastest way to implement a repair. You do not have to wait for a service engineer or adjust your schedule to accommodate a repair engineer's schedule. You can control when the repair is implemented to accommodate your routines and resources. CSR-enabled products help HP reduce the overall cost of the warranty and services and provide a lower total cost of ownership.
CSR is available in most countries. Talk with your local support center for any restrictions for your specific location.
CSR is the required method of repair when a product is classified as "Mandatory CSR" and CSR is offered within the country.
Replacement parts are classified as follows:
CSR Mandatory Parts (warranty only): These parts require customer replacement. They typically have tool-less access, consist of a single assembly part, require minimal cabling, and have plug-and-play configuration.
CSR Optional Parts: You can optionally elect to replace these parts. They might require tools, the removal of other parts, more involved cabling, or potential configuration/setup following replacement.
Non-CSR: Non-CSR parts have no specific CSR classification and/or instructions on customer replacement. These parts are not customer replaceable, and HP offers either a Bench Repair Service or onsite repair, according to your warranty terms.
Some HP Care Pack Services that provide extended warranty coverage include provisions for CSR.
In addition, if you have purchased an HP Care Pack that provides onsite support, you can still take advantage of CSR and request that replacement parts be shipped directly to you. You can then replace the parts at a time that is convenient for you. For more information on warranty upgrades, see HP Care Pack Services.
Yes. Generally, our warranty statement includes several options for delivery of support, including CSR.
In countries where CSR is allowed and the product is covered by an HP factory warranty, you can elect to purchase onsite replacement for the part. The cost only includes labor and travel because the parts are covered under the warranty.
HP product specifications (QuickSpecs) indicate if a product is enabled for CSR.
Only parts noted as CSR Mandatory Parts are considered mandatory. Also, those parts are considered mandatory only for those products with the new CSR warranty terms. For more information, see QuickSpecs.
HP provides extensive online information to help your replace parts.
The HP Support YouTube Channel (in English) has videos that provide step-by-step removal and replacement instructions for many common parts and models.
Written step-by-step instructions for removal and replacement are provided for many parts.
If needed, contact technical support for help with removal and replacement instructions.
For European, African, and Middle Eastern countries/regions, see the video "How to Replace Parts on your HP Computer" for an overview of the part replacement and removal process.
Depending on the computer model and the part, HP might require that the defective part be returned to HP. Use the following guidelines when returning the defective part to HP.
Check for a return label. If your defective part needs to be returned, HP provides return labels, either inside the box or in the "poly pouch" attached to the box.
Spare part shipments contain detailed instructions on how to return the defective part.
Package the part carefully using the packaging material that came with the new part.
Place the carrier return label over the original shipping label.
If you damage a part while replacing it, the circumstances are no different than if an HP Service Engineer damages the part. The warranty covers the second repair.
Check with your local service organization regarding any specific country exclusions.
For information about the warranty for a specific product, review the warranty statement for the product, which can be found in the box with the product.