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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 any remote or offsite assistance, HP may ask the Customer to provide relevant information, start diagnostic tools, and perform other supporting activities at the request of HP. HP will then work with the Customer remotely to isolate the hardware problem.
If HP determines that the problem cannot be resolved remotely, HP will direct the customer to return the defective hardware product to an HP designated repair center, where HP will provide technical support. HP will provide HP supported parts and materials necessary to return the hardware product to operating condition. HP may, at its sole discretion, elect to replace such hardware products in lieu of repairing them. Replacement parts and products are new or functionally equivalent to new in performance. Replaced parts and products become the property of HP. An HP authorized courier will return the repaired or replaced product to the customer's location, if it is within the geographic location where the service was provided. Return shipment will be by ground transportation and usually takes between 3 and 7 business days. The customer may request accelerated delivery at an additional charge. Depending on the purchased service level, HP offers different shipment options for delivering the defective product to the HP designated repair center: