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The 3-Year Pickup and Return Hardware Support for Notebooks from HP provides users with the option to return their HP notebook to a designated HP repair center for servicing, as well as remote telephone support. The service has a standard turnaround time of three business days and includes offsite repair or replacement, materials and parts, labor, and the cost of the return shipment. HP offers two return service levels that feature different shipment options to the HP designated repair center, as detailed below.
For HP business notebook products, major parts replacement is limited to three major parts per product per 12-month period commencing from the Care Pack start date; for all other products, major parts replacement is limited to one major part per product per 12-month period commencing from the Care Pack start date. Once the specified limit is reached, the cost of repair for a major part will be charged on a time-and-materials basis.
Travel to U.S. sites located within 200 miles of an HP designated support hub, or Canadian sites within 100 miles, is provided at no additional charge. If the site is located further than that from the HP designated support hub, response times will be adjusted and additional travel charges may apply.
All standard accessories included with the HP base unit part number and all HP supplied internal components, such as HP Jetdirect cards, memory, and CD-ROM drives, are covered under this service.
Not covered under this service are items such as, but not limited to:
Consumables including, but not limited to, batteries and tablet PC pens, maintenance kits, and other supplies, and non-HP devices.
Accessories purchased in addition to the base unit, such as docking stations and port replicators.
Any product previously repaired by an unauthorized technician or user.
If required by HP, the customer or HP Authorized Representative must register the hardware product to be supported within ten days of purchase of this service, using the registration instructions within the Care Pack or the e-mail document provided by HP, or as otherwise directed by HP. In the event a covered product changes location, registration (or a proper adjustment to existing HP registration) is to occur within ten days of the change.
Upon HP request, the customer will be required to support the HP remote problem resolution efforts. The customer will:
Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support eligibility.
Start self-tests and install and run other diagnostic tools and programs.
Perform other reasonable activities to help HP identify or resolve problems, as requested by HP.
The customer must ensure that the product is appropriately packaged and prepared for pickup or the chosen method of delivery or shipment to the HP designated repair center. HP may require the customer to include a print-out of any previously conducted self-test results together with the defective product.
It is the customer's responsibility to remove all personal and/or confidential data from the defective product before it is returned to an HP designated location for repair or replacement; HP is not responsible for data stored on the returned product.
With the defective media retention service feature option, in addition to the above customer responsibilities, customer must:
Remove all Disk Drives before the defective product is returned to an HP designated location for repair or replacement; HP is not responsible for data contained on Disk Drives
Ensure that any customer sensitive data on the retained disk drive is destroyed or remains secure
Provide HP with identification information for each disk drive retained hereunder and execute and return to HP a document provided by HP acknowledging customer's retention of the disk drives
Destroy the retained disk drive and/or ensure that the disk drive is not put into use again
Dispose of all retained disk drives in compliance with applicable environmental laws and regulations
For disk drives supplied by HP to the customer as loaner, rental, or lease products, the customer will promptly return the replacement disk drives at the expiration or termination of support with HP. The customer will be solely responsible for removing all sensitive data before returning any such loaned, rented, or leased disk drive to HP.
Optional Service Features
Defective Media Retention
For eligible products, this service feature option allows the customer to retain defective hard disk drive components that the customer does not want to relinquish due to sensitive data contained within the disk ("disk drive") covered under this service. All disk drives on a covered system must participate in the defective media retention.
Notwithstanding anything to the contrary in this document or the HP Single Order Terms for Support, HP waives the right to take possession and title of a defective disk drive covered by the defective media retention service feature option in the event a replacement disk drive is provided by HP to the customer. The customer will retain all defective disk drives supported by HP under the HP support agreement.
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.
Remote Problem Diagnosis and Support
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.
Offsite Support and Materials
Replacement parts and products are new or functionally equivalent to new in performance. Replaced parts and products become the property of HP.
In addition, HP may install commercially available engineering improvements on the covered hardware product to enable proper operation of the hardware products and maintain compatibility with HP supplied hardware replacement parts. At its sole discretion, HP may install any firmware updates that, in the opinion of HP, are required to return the covered product to operating condition or to maintain supportability by 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.
Turnaround time for this service will be three (3) HP business days for eligible locations, except in cases of intermittent failures and non-availability of parts, which may require additional repair time. Turnaround time is measured in elapsed business days from the time the defective product is received by HP until the time the repaired or replaced product is ready to be shipped back to the Customer. Received by HP means (depending on shipment option used) either:
(1) picked up at the customer's site by an HP authorized courier or (2) received during HP business hours at the HP designated repair center, if delivered or shipped by the customer. Turnaround time does not include the time the repaired or replaced product is in transit back to the customer. If the defective product is received at the HP designated repair center after 5:00 p.m. local time, the three-business-day turnaround time starts with the next business day.
The coverage window specifies the time during which the described services are delivered offsite or remotely. Service is available between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays (may vary by geographic location).
Activities Excluded from this Service
Activities such as, but not limited to, the following are excluded from this service:
Backup, recovery and support of the operating system, other software, and data
Troubleshooting for interconnectivity or compatibility 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 unauthorized attempts by non HP personnel to install, repair, maintain, or modify hardware, firmware, or software
Services that, in the opinion of HP, are required due to improper treatment or use of the product
User preventive maintenance
Limitations to Defective Media Retention
Limitations to the defective media retention service feature option:
The defective media retention service feature option applies only to Disk Drives diagnosed by HP as defective during the remote problem diagnosis. It does not apply to any exchange of Disk Drives that have not failed.
Failure rates on hard drives are constantly monitored, and HP reserves the right to cancel this service with 30 days' notice if HP reasonably believes that the customer is overusing the defective media retention service feature option (such as when replacement of defective hard drives materially exceeds the standard failure rates for the system involved).
HP Pickup and Return Service
HP provides a door-to-door service that includes pickup, repair, or replacement of the defective product, and return of the operational product. Turnaround time for this service will be three (3) HP business days for eligible locations, except in cases of intermittent failures, which may require additional repair time.
Turnaround time is measured in elapsed business days from the time the product is picked up at the customer's site, if it is within the geographic location where the service is provided, until the time the repaired product is ready to be returned to the customer. Turnaround time does not include the time required to return-ship the repaired or replaced product. The customer may request expedited return shipment for an additional charge, which will be billed to the customer.
The customer may call the HP Customer Support Center between 8:00 a.m. and 5:00 p.m. local time, Monday through Friday excluding HP holidays. Service requests must be received before 12:00 p.m. local time to activate same-day pickup. All other calls will be scheduled for next-business-day pickup. Extended telephone support may be available for selected products (times may vary by geographic location).
All response times apply only to sites located within 100 miles or 160 km of an HP designated support hub.
Travel to U.S. sites located within 200 miles (320 km) of an HP designated support hub is provided at no additional charge. If the site is located more than 200 miles (320 km) from the HP designated support hub, response times will be adjusted and additional travel charges may apply.
For travel to Canadian sites outside the 160 km radius of an HP designated support hub, response times will be adjusted and additional travel charges will be applied.
Travel charges will also apply for any site that requires overnight lodging, non-automobile mode of transportation (i.e., airplane), or extraordinary travel circumstances.
Travel zones and charges may vary in some geographic locations.
Table of Contents
HP 3-Year Pickup and Return Hardware Support for Notebooks Review