HP Trade-in and Save 2009 - Frequently Asked Questions

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What should I do when I can't find my used product in the trade-in pull down?

How long does the HP Trade-In and Save promotion run?

What products and HP Care Pack Services can be purchased to receive the HP Trade-In and Save rebates and what are the cash-back amounts?

What product(s) are eligible for trade-in for the HP Trade-In and Save promotion?

Are refurbished products eligible for the trade-in for the HP Trade-In and Save promotion?

How do I get my cash-back allowance?

1. Purchase an eligible HP product between January 1, 2009, and December 31, 2009. Purchase an eligible HP Care Pack Service between July 1, 2009 and December 31, 2009. Go to www.hp.com/go/tradeandsave and complete an on-line claim form. If you purchased a qualifying HP Care Pack Service, please indicate it on your claim form. Please note the eligible Care Pack Service purchase must be on the same invoice as the eligible product purchase. Your claim must be submitted within 45 days of purchase invoice date or February 15, 2010, whichever occurs sooner.
2. A confirmation email with a claim number will be sent to you via email once you submit your claim, with instructions on the next steps of the claim process. Please print these out and save for your records. Reference this claim number for all questions relating to this promotion.
3. Fax in the following two documents: your proof of purchase (sales invoice) dated between January 1, 2009, and December 31, 2009 (if applicable, sales invoice must be dated between July 1, 2009 and December 31, 2009 to qualify for HP Care Pack Service rebate), and your confirmation email to hptradesave@marketvelocity.com. Please write the serial number(s) of your new printer(s) on the sales invoice(s) prior to faxing/mailing, if they are not already shown. Be sure to keep a copy of your entire claim for your records. Or mail to:
   
   Market Velocity, Inc.
   HP Trade-In and Save Program
   1305 Mall of Georgia Blvd, Suite 190
   Buford, GA 30519
   Fax# 678-730-0420
   
   These documents must be submitted within 45 days of purchase invoice date or February 15, 2010, whichever occurs sooner.
   
   Within one (1) business day of validation of your Proof of Purchase, shipping instructions and a shipping label / placard will be e-mailed to you for shipment of the trade-in product(s). You must return trade-in product(s) for recycle in accordance with the instructions provided by HP. The shipping instructions/label is valid for thirty (30) days from the issue date.
4. The customer ships trade-in printer or scanner to MVI using their own box and the shipping label provided by MVI. Trade-in printer or scanner must be shipped within 30 days of receipt of the shipping instructions or by March 17, 2010, whichever occurs first.
5. MVI receives shipment of eligible trade-in product(s) and Proof of Purchase of eligible new product(s) with serial numbers and issues a check (if eligible) within 6-8 weeks from the date the trade-in for recycling product(s) were received. If you have not received payment after 6 to 8 weeks of shipment, please contact Customer Service by calling 1-888-309-2943. All incomplete claims will be automatically rejected, and must be completed and resubmitted to be processed. A claim is considered incomplete if it matches one or more of the following criteria: missing any information requested on the claim form, missing serial number of new printer(s) purchased, missing proof of purchase documents, invoice with invalid purchase date, invalid trade-in product(s) and/or traded in product(s) for recycle that are not shipped within the 30 day limit.

What is the final submission date for my claim?

How does the trade-in process work (if applicable)?

• The Trade-in Product(s) must be located in the continental U.S. (i.e. contiguous states)
• HP will pay usual and customary shipping charges for shipping the Trade-in Product(s) as part of this promotion when its designated shipping carrier is used.
• You must contact HP's designated shipping carrier to schedule pick-up.
• The shipping instructions are valid for thirty (30) days from the issue date.
• The Trade-in Product(s) must be picked up within thirty (30) days from the date you receive your shipping instructions email or by March 17, 2010, whichever date occurs first, for the appropriate cash-back allowance.
• Trade-in products are any ink, laser printer or scanner – HP or competitive models – not floor standing. Only desktop units are allowed.
• Trade-in Product(s) may be in any condition, as they do not have to be in working condition. All ink and toner must be removed from the printer(s) prior to shipping, and must be packaged separately. They may be included in the same package as the Trade-in Product, but they must be wrapped and bagged separately.

I'm having trouble with my online claim form. How can I get a PDF version?

How easy is it to fill out the claim form?

What is the final pick-up date for trading in my product(s) (if applicable)?

Where can I find the serial number for my purchased/leased printer(s)?

What if one of my old products is damaged? Do I still get a cash-back amount (if applicable)?

Can I combine HP Trade-In and Save with another offer?

Is there a maximum number of products I can purchase/lease and trade in?

What if a customer purchases/leases a product and the product is not available for shipment?

How is the money for the trade disbursed?

What is the HP Access Card, and how many will I receive?

How can I learn more about HP Access Cards?

If I have questions about the HP Trade-In and Save promotion, my claim or my cash-back allowance, whom do I contact?

What if I cannot receive a direct cash back allowance via check from HP, but I purchase direct from HP?

What if I am a reseller for HP, and I want to send my customer to the on-line quote tool, but I don't want them to have an HP shopping experience?

If I am a reseller can I claim on behalf of my customer?

• Resellers may not submit claims on behalf of themselves.
• The Reseller must pass the full cash back amount to the customer first. This must be clearly indicated on the invoice that the credit has been given up front. HP will be auditing claims to ensure authenticity.
• HP will not compensate resellers for discounts that exceed the promotion trade-in values, except as otherwise noted in this document.
• Participation in the HP Trade-In and Save promotion indicates that end-user customer agrees that its reseller, and not HP, is solely responsible for any negotiated sums exceeding HP's authorized trade-in values.

I am a reseller. What is the Big Deal Calculator and where can I find it?

What if as a customer and or reseller I only qualify for free recycling and free shipping?

1. Contact customer service at hptradesave@marketvelocity.com or by calling 888-309-2943 between 8am and 8pm ET, Monday through Friday, to receive a manual claim form.
2. Complete manual claim form, providing the details of the trade-in products.
3. Fax, email, or mail in the proof of purchase invoice reflecting Big Deal pricing or Contract Pricing.
4. Pre-paid, pre-addressed shipping labels will be e-mailed to the reseller within one business day of validation of the proof of purchase invoice.

Who can complete claims on leased equipment?

Once I have purchased my HP Care Pack, am I automatically registered to receive support for my printer from HP?

Is Managed Print Services available for this Program?

Will HP accept floor standing printers as part of the program?

What's the difference between the Trade-In and Save program and the Cash In Trade Up program?