Service approach Bench repair warranty The warranty for this product is “return to bench” for a period of one year from the date of purchase. This means that customers needing warranty repair must return their printer to an HP repair center or an Authorized Service Provider (ASP). See “Reseller sales and service support” on page 17. HP Express Exchange Through Customer Care Centers In the United States and Canada, customers have an option to initiate Express Exchange. Under this option, customers can have a factory-refurbished printer sent to them within 24 hours. 1 The customer contacts the local HP Customer Care Center listed in the product documentation.
A technician troubleshoots the situation and determines whether the printer has actually failed. If so, the technician refers the customer to the HP Service Center. 2 A representative from the service center requests product and customer information. In some regions, collateral might also be requested. 3 Hewlett-Packard Company ships a refurbished replacement unit to arrive the next day. (Geographic distance might prevent next-day shipping.) 4 The customer sends the defective printer to Hewlett-Packard at HP's expense. Customers with onsite support service provided by HP should work directly with the local Customer Care Center instead of following the steps outlined here.
Exchanged units carry the remainder of the original unit’s warranty or a 90-day warranty, whichever is greater. The faster turnaround from HP Express Exchange minimizes downtime over traditional service programs that require the user to ship the failed unit to the manufacturer and then wait for it to be repaired and returned. Because HP pays the shipping charges, the user incurs no hidden costs for the service. Note For warranty information and requirements, please see the user guide. Ordering information "Ordering parts" in chapter 8 of this manual contains factory replacable unit (FRU) and accessory part numbers.
Replacement parts can be ordered from the HP Customer Services and Support Organization. Use only accessories specifically designed for this printer. Order accessories from an authorized service or support provider. See “HP Direct ordering for genuine HP parts” on page 16. Note See page ‘Worldwide sales and service offices” on page 18 for a local HP office in the appropriate region. C7058-90936 Service approach 15