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Service and Support Information 6Ć11
Note Only U.S. HP fax resellers who have purchased new HP fax products through HP authorized
distributors may obtain accessory parts and remanufactured exchange units. Repair parts are not
available to resellers. (This program does not apply to authorized resellers of Hewlett-Packard
personal computers, network products, and personal computer peripheral products who have
signed contracts directly with HP.)
Handling Repairs and Exchanges: HP’s Repair Services
As an HP Fax Service Provider, you can customize your service contracts with the following repair services available
from HP:
D Express Exchange service – defective unit permanently replaced next day
D Customer Return service – unit repaired by HP and reshipped within two days
Express Exchange Service. With HP’s Express Exchange service, a defective unit is replaced the next day to mini-
mize fax down time. You may supply, or arrange for your customer to receive, the remanufactured exchange unit. If
you sell a same-day on-site service contract, you need to stock an exchange unit to fulfill this contract. If you provide
next-day support, the replacement can be delivered to you or your customer. You may also choose to assist your cus-
tomer in installing the replacement and returning the defective unit to HP.
During the warranty period, HP will pay for shipping to and from HP. Products with Express Exchange service are
replaced the next day via premium air carrier. A pre-addressed, postage-paid mailing label, packing material and pack-
aging tape are included with each exchange unit for mailing the defective unit back to HP in the same shipping contain-
er. The current list prices for Express Exchange service and repair charges are available on the HP FIRST fax retrieval
system (800) 333-1917.
Your Responsibilities
You are responsible for the return to the HP Corvallis Service Center of any defective unit that you have replaced
through the HP Express Exchange service.
Executing Express Exchange Service
1. After you have determined that a customer’s unit is defective, contact the HP Corvallis Service Center at
(503) 750-2035.
2. Provide your technician’s HP Fax Service Provider identification number, as well as information about your
dealership and customer location if necessary. A purchase order number or valid credit card number will be
required as collateral for the defective exchange unit (value will be the HP list price of the product).
3. HP will send the replacement unit to the location you designate (your dealership or the customer’s site). The
replacement unit will be sent out that day via premium air carrier if your technician calls before 4:00 pm Pacific
Standard time.
4. Once the replacement unit is received, you or your customer return the defective unit to the HP Corvallis Ser-
vice Center using the mailing materials shipped with the replacement unit.
Customer Return Service. Customers may have their unit repaired by HP and returned to them. You may choose to
return the unit to HP for your customer, or have your customer ship it directly to HP. Repair time is two working
days(shipping time excluded). If the unit is out of warranty, there is a per-incident charge for this repair. The current list
prices for repair charges are available on the HP FIRST fax retrieval system (800) 333-1917.