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Chapter 5 Service and Support
117
5
Service and Support
Availability
HP provides a variety of service and support options around the
world. Availability of these programs will vary depending upon your
location.
HP Express Exchange
1. The customer contacts the local HP Customer Support Center
listed in the product documentation. A technician troubleshoots
the situation and determines whether the printer has actually
failed. If so, the technician refers the customer to the HP Service
Center.
2. A representative from the service center requests product and
customer information. In some regions, collateral may also be
requested.
3. HP ships a refurbished replacement unit to arrive the next day.
(Geographic distance might prevent next-day shipping.)
4. The customer sends the defective printer to Hewlett-Packard at
HP's expense.
Customers with on-site support service provided by HP should work
directly with the local Customer Support Center instead of following
the steps outlined here.
Exchanged units carry the remainder of the original unit’s warranty or
90 days, whichever is greater. The faster turnaround from HP Express
Exchange minimizes downtime over traditional service programs that
require you to ship the failed unit to the manufacturer, and then wait
for it to be repaired and returned. Because HP pays the shipping
charges, you incur no hidden costs for the service.