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HP Dealer Premier Support Program
Hardware Support – HP’s Centralized Repair Services
Features and Benefits
HP’s centralized repair services are used to support HP fax products that have an Express Exchange Warranty. Repairs
on these products are performed only at the HP Customer Service Center in Corvallis, Oregon. Under the HP Support
Provider option, you provide service for these products, not physical repair.
HP’s centralized repair services simplify repairs for you. You no longer need to plan for or invest in repair parts inven-
tory for these products. Thus, you can concentrate on providing for other products. Service authorization training is
simpler and less time consuming, since the technicians focus on verifying problems, not repairing units. You can still
provide value added services to your customers, such as delivery and installation, even during the warranty period.
There are two centralized repair services:
D HP Express Exchange service
D HP Customer Return Repair service
HP Express Exchange Service
With HP Express Exchange service, you arrange for your customer to receive a replacement unit delivered to the cus-
tomer’s door by premium air carrier on the day after your help desk calls HP. You may choose to assist your customer in
returning the defective unit to HP or installing the new one. You pay HP on a per-incident basis for products out of
warranty, and charge your customers as you normally would.
HP Customer Return Repair Service
HP Customer Return repair service allows you to return your customer’s product to the designated HP Customer Ser-
vice Center for repair and return. Repair time on the bench is 2 working days (shipping times excluded). If the unit is
out of warranty, you pay HP on a per-incident basis and charge your customers as you normally would.
If your technician is service-authorized on products eligible for HP’s centralized repair services, these services are
available to you as an HP support provider on a per-incident basis.
Your Responsibilities
You are responsible for the return to the HP Customer Service Center of any defective unit that you have had replaced
through the HP Express Exchange service.
Ordering HP Express Exchange Service
To have a unit replaced through HP Express Exchange service:
1. Contact the HP Customer Service Center in Corvallis, Oregon at (503) 750-2035.
2. HP will ask for your technician’s service authorization (CZ) number, as well as information about your dealer-
ship and customer location.
3. HP will send the replacement unit to the location you designate. The replacement unit will be sent out that day
via premium air carrier if your technician calls before 4:00 pm Pacific time.
4. Once the replacement unit is received, you or your customer return the defective unit to the HP Customer Ser-
vice Center in Corvallis, using the packing material, pre-addressed, postage-paid mailing labels, and other
mailing materials which were shipped with the replacement unit.