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Service and Support Information 6Ć9
Ordering HP Customer Return Repair Service
To have a unit repaired through HP Customer Return Repair service:
1. Contact the HP Customer Service Center in Corvallis, Oregon at (503) 750-2035.
2. Follow HP’s instructions for packaging and shipping the unit to the HP Customer Service Center in Corvallis.
If the unit is being returned for service under warranty, you should request a package of pre-addressed, post-
age-paid mailing labels for future use from HP at the telephone number above.
3. Once HP returns the repaired unit, assist your customer in reinstalling the unit, as you choose.
Filing Warranty Claims for HP’s Centralized Repair Services
Follow the standard procedures for filing warranty claims for HP fax products. Your technician must be service autho-
rized to make you eligible to receive warranty reimbursements. HP fax products supported through HP’s centralized
repair services require troubleshooting on your part. HP pays you a warranty reimbursement when you provide this
service. Assist the customer in returning the defective product to the HP Customer Service Center in Corvallis.
Prices and Invoices
Prices for HP’s centralized repair services are available on HPNN, or by calling HP at (503) 750-2035. HP offers a 20
percent discount off the HP standard repair (STREP) price for the eligible products.
HP will invoice you for service on a net 30-day basis.
HP Fax Service Provider Program
Program Information
About the Program. The HP Fax Service Provider Program helps you to maintain a close relationship with your
customers by becoming their primary support provider. You design and price support services to meet your customers’
needs, as well as control the support business and receive ongoing income from support contracts you sell.
As an HP Fax Service Provider, you provide service for HP fax products, not physical repair. Your value-added role as
a service provider is to offer a higher level of service by providing fast, efficient, same-day or next-day, on-site ex-
changes. Customers may call you for support, or to determine if their unit is defective and to perform an exchange if
necessary.
Benefits to You. The HP Fax Service Provider Program benefits you in the following ways:
D 35% discount on HP accessory parts and remanufactured exchange units for your technicians who have
successfully completed the service training
D Training and certification for your technicians to diagnose product failures usually remotely, and facilitate
an exchange with HP
D Phone-in technical assistance for your technicians. HP provides you with access to expert support person-
nel at our Customer Support Center at (208) 323-2551
D Support documentation, support manuals, service news articles, and product data sheets for HP fax prod-
ucts
Opportunities to Earn Revenue. As an HP Fax Service Provider, you can generate revenue selling your own on-site
service contracts incorporating HP’s repair services. You can sell HP’s Express Exchange service independently or as
part of your service contract.
If you choose not to stock exchange units and handle returns, you can market HP SupportPack. HP SupportPack is a
three-year warranty product featuring HP’s Express Exchange service for one-day replacement of defective units.