When you need a solution fast and you don't have a day to lose. |
For fast problem resolution and reliable printer availability, HP offers Next Day Exchange Services. This service provides a permanent replacement unit by 10:30 am the following business day in most areas. The replacement unit is shipped overnight via premium airfreight carrier to your location free of freight charges. Replacement units are refurbished to like-new condition and are free of major cosmetic defects.
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Benefits of HP Next Day Exchange |
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| • | Maximizes uptime |
| • | Provides the convenience of door-to-door product pickup and delivery |
| • | Lower-cost alternative to Next Day Onsite Service |
| • | All packaging provided and freight prepaid by HP |
| • | Backed by HP Customer Care award-winning service and support |
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Features of HP Next Day Exchange |
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| • | Easy four-step resolution process |
| • | Overnight delivery of permanent replacement unit |
| • | Prepaid shipping label, materials and instructions for defective unit return |
| • | Toll-free number for defective unit pickup |
| • | Broad geographic coverage |
| • | Available as a support upgrade or extension |
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The four-step resolution process |
Once you've registered your HP Care Pack Services with HP, it's easy to obtain hardware support. Here's how:
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| • | Visit the HP Customer Care website at http://www.hp.com/go/support. Available 24 hours a day, this site provides convenient troubleshooting and moderated discussion forums. |
| • | If the problem cannot be resolved at the web site, call HP Support at 800-633-3600. Service calls are initially routed to HP's Customer Care Center. Please be ready to provide your product model number and serial number. |
| • | The HP Care Pack Services Representative will ask you for information that will help us accurately diagnose the problem and fix it as quickly as possible. Customer will be required to run system self-test programs or to correct reported faults upon telephone advice. |
| • | Based on this discussion, the HP Care Pack Services Representative will help you fix the problem over the phone or determine whether to ship a customer-replaceable part, or a permanent replacement unit will be shipped. Upon ordering a unit replacement, you will be asked for collateral in the form of a credit card. Upon its arrival, you should install the replacement unit and promptly package the defective unit and schedule pickup for return to HP. |
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What's covered by HP Next Day Exchange |
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| • | Select HP hardware products |
| • | HP-supplied internal components, such as HP Jetdirect cards, memory and CD-ROMs |
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What's not covered by HP Next Day Exchange |
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| • | Consumables, such as ink cartridges and batteries |
| • | User preventative maintenance |
| • | Non-HP devices |
| • | Accessories purchased in addition to the base unit, such as HP Omnibook docking stations and port replicators |
| • | Any product previously repaired by an unauthorized technician or user |
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Enhancing support coverage |
Warranty: Many HP products include HP Next Day Exchange as part of the standard warranty. Upgraded support* may be purchased via HP Care Pack Services, HP Contracts and HP Service Agreements, or on a per-incident basis.
HP Care Pack Services*: HP Care Pack Services enhances a standard product warranty for up to 5 years. Most HP Care Pack Services must be purchased within 180 days of product purchase and are available from HP or your local HP authorized reseller. Convenient electronic versions of the packaged HP Care Pack Services offer greater flexibility by providing more service options and offering purchase and registration via the web, email or fax.
HP Contracts and HP Service Agreements*: HP Next Day Exchange support extensions or upgrades may be purchased directly from HP at 800 446-0522.
Per-Incident Repairs*: If the product is not covered by an HP Care Pack Services or HP Service Agreement, HP Next Day Exchange is still available on an as-needed, best-effort basis by calling the HP Customer Care Center.
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Obtaining HP Care Pack Services |
This service is available through your HP authorized reseller or from HP directly. To find resellers in the U.S., visit our Service Locator at www.hp.com/service_locator. To purchase from HP directly in the U.S., visit www.bstore.hp.com or call 866-625-1176. To contact HP direct, visit http://www.hp.com/. To find resellers in Canada, visit our Service locator at http://hp.infonow.net/bin/findNow?CLIENT_ID=HP_LOC_CAN_SLS.
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Hardware service descriptions |
HP will replace failed product with a new or equivalent-to-new product free of major cosmetic defects. This service does not cover diagnosis or maintenance at customer site. If onsite diagnosis or maintenance is required, customer will be billed at HP's standard service rates. For select products, customer must inform HP of all configuration requirements for replacement product prior to commencement of service and document such configuration requirements on each service request order form. Replaced product becomes the property of HP.
HP will ship replacement product in a container suitable for returning failed product to HP. Customer's ship-to location must not require HP to ship replacement product through international customs. Customer must acknowledge receipt of replacement product by signing freight carrier air bill at time of delivery. Packaging instructions and a prepaid shipping label for the return of the failed product will be included in replacement product's shipping container. At HP's option, HP may collect failed product at customer's location.
At time of service request, customer must provide credit card number or purchase order number to HP. Customer must ship failed product to HP within three (3) working days of receipt of the replacement product and must obtain a prepaid insurance receipt to be retained by customer as proof of shipment to HP. If the failed product is not received by HP within ten (10) business days of customer's receipt of the replacement product, Customer will be charged the product's list price, less any applicable discounts. Service is limited to the continental U.S., as well as restricted areas of Alaska and Hawaii.
Next Day Exchange: HP will ship a permanent replacement product, freight prepaid, with next business day delivery for service calls received by HP during HP standard business (between 8:00 am and 6:00 pm eastern time (8:00 -2:00 in Canada), Monday through Friday) hours, excluding HP holidays. Delivery time may vary based on geographic location. A premium carrier will deliver replacement product to customer. Customer must return failed product to HP within ten (10) business days of customer's receipt of the replacement product.
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Service hours |
HP Customer Care telephone support is available Monday through Friday from 8:00am to 12:00am EST and from 11:00am to 6:00pm on Saturdays, excluding HP holidays. Extended telephone support is available for select products.
Calls must be received before 5:00pm EST, Monday through Friday, excluding HP holidays, to activate HP Next Day Exchange for next-business-day delivery.
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Geographic coverage |
Most areas within the continental United States can be serviced the next day. Add 1 to 2 days for service in Hawaii and Alaska. The information in this document is subject to change without notice.
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| * Availability, length of contract and price vary by product |
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