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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.
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. 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.
This service is available from 8am-5pm on standard business days (excluding HP holidays). HP does prepay return shipments.