HP Hardware Support Exchange Service offers a reliable and fast exchange service for eligible HP products. Specifically targeted at products that can easily be shipped and on which customers may easily restore data from backup files, HP Hardware Support Exchange Service is a cost-efficient but still convenient alternative to onsite support. HP Hardware Support Exchange Service provides a replacement product or part to be delivered free of freight charges to your location within a specified period of time. Replacement products or parts are new or equivalent to new in performance.
- Remote problem diagnosis and technical telephone support
- Hardware exchange
- Prepaid shipping label, materials, and instructions for return
- Standard coverage window
- Convenient door-to-door service. Lower-cost alternative to onsite repair.
This service provides coverage for all standard accessories included with the HP base product part number and all HP-supplied internal components (such as HP Jetdirect cards, memory, and CD-ROM drives). Consumable items including, but not limited to, batteries and Tablet PC pens, maintenance kits and other supplies, non-HP devices, and accessories purchased in addition to the base product, such as docking stations and port replicators, are not covered by this service. Service is limited to the continental United States and selected areas of Alaska and Hawaii. Most areas within the continental United States can be serviced the next day. Add 1 to 2 days for service in Alaska and Hawaii. Customers may check with a local HP authorized representative to find out whether their product or location is eligible for this service. Coverage limitations One-time Hardware Replacement: For selected Care Packs, service coverage is limited both by a length of time as well as by a usage limit of the hardware exchange service feature. For one-time hardware replacement, all service coverage (including remote support) will terminate when the covered hardware is exchanged or when the term expires, whichever occurs first.Service Features
When experiencing a problem, the Customer must first place a call to a designated support telephone number. HP will provide basic telephone technical assistance with installation, product configuration, setup, and problem resolution. Prior to scheduling a unit exchange, HP may ask the Customer to provide relevant information, start diagnostic tools, and perform other supporting activities, at the request of HP. If, in the judgment of HP, the problem cannot be resolved remotely, HP will replace the defective product or the customer-replaceable part with a product or part that is new or equivalent to new in performance, but may have minor cosmetic defects. The replaced product or part must be returned within the specified timeframe and becomes the property of HP. The replacement product or part is shipped via a carrier or courier to the Customer’s location free of freight charges. The Customer’s requested ship-to location must not require HP to ship the replacement product or part through international customs. HP will ship the replacement product in a container suitable for returning the defective product to HP. Instructions and a prepaid shipping label for the return of the failed product will be included in the replacement product’s shipping container. The location from which the defective product is returned must not require the defective product to ship through international customs. At HP’s discretion, HP may elect to collect failed product at the Customer's location (may vary by geographic location).Shelf life
At the discretion of HP, service will be provided using a combination of remote diagnosis and support, shipment of a replacement product, or other service delivery methods. Other service delivery methods may include the shipment of customer-replaceable parts, such as a keyboard, mouse, or other parts classified as Customer Self Repair parts. HP will determine the appropriate delivery method required in order to provide effective and timely Customer support. Activities such as, but not limited to, the following are excluded from this service: Diagnosis or maintenance at the Customer site (if onsite diagnosis or maintenance is required and requested, the Customer will be billed at standard HP service rates) Setup and installation of the replacement product at the Customer site Recovery and support of the operating system, other software, and data Troubleshooting for interconnectivity or compatibility problems Support for network-related problems Services required due to failure of the Customer to incorporate any system fix, repair, patch, or modification provided to the Customer by HP Services required due to failure of the Customer to take avoidance action previously advised by HP. Services that, in the opinion of HP, are required due to improper treatment or use of the product Services that, in the opinion of HP, are required due to unauthorized attempts by non-HP personnel to install, repair, maintain, or modify hardware, firmware, or software User preventive maintenance The Customer's requested ship-to or pickup location must not require HP to ship replacement or replaced products or parts through international customs. Geographic coverage may vary. Exclusions to accidental damage coverage Accidental damage protection does not provide coverage for: Damage caused by failure to provide manufacturer's recommended maintenance or operating specifications Damage due to war or nuclear incident, terrorism, unauthorized attempts to repair the product, use of damaged or defective media Data loss or corruption; business interruptions; obsolescence; cosmetic damage; rust; change in color, texture, or finish; wear and tear; gradual deterioration Error in design, construction, product programming, or instructions to the product. Fraud, theft, unexplained or mysterious disappearance, misuse, abuse, or willful act. Alteration or modification of the product in any way.