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HP Products - Supplemental Information to Warranty Statements for HP Products

Introduction

This document provides a summary of helpful information for typical HP warranty terms and conditions. It is not intended to address all exceptions to the typical warranty terms and conditions. For information about the warranty for a specific product, review the warranty statement for the product, which can be found in the box with the product or online at HP's web site:

Click here to visit HP's web site .

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Description

The information that follows is divided into key sections. The first section describes in general what a warranty is, and the second section provides links for information to the basic terms of HP's standard warranties.

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Warranty Term

How to determine the length of a product warranty:
  • The length of a warranty term may differ between product models. Variables that impact warranty term include the country where the product is sold, as well as the type of product sold, such as server, handheld, desktop, notebook, or monitor.

  • Warranties begin and end on a specific date. The date when a warranty begins may be determined by a date that is stored in the product during manufacturing, by the date of installation, or by the date on the customer proof-of-purchase.

  • To determine the warranty expiration date for a product, contact HP technical support or click here to visit the HP warranty lookup website .

  • If an end user transfers ownership of an HP product to another end user or company, the remainder of the warranty period may also transfer to the new owner.

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Worldwide Support

HP provides warranty services in many countries. Moving an HP product to another country may change the warranty.
  • Support for HP products is available around the world.

  • HP products that are purchased in one country may be moved to another country. Customers are not required to notify HP of a product move to another country, except Alpha products. Due to the unique nature of the Alpha product, HP must be notified if an Alpha product is moved to a new country.

  • Warranty terms and conditions vary from country to country. When a product is moved into a new country, the product takes on the standard warranty terms and conditions of the new country. Consequently, there may be a change in response times or service delivery types.

Types of Service Delivery

The following information pertains to the types of support that are available. There are several different types of warranty service delivery. For each product line, HP selects the most appropriate type of service delivery. Standard forms of warranty service delivery include:
  • Self-repair

  • Parts-only

  • Unit replacement

  • Pick-up

  • Mail-in

  • Carry-in

  • Onsite

The following list provides more detail about each of the service delivery types:
  • Self-repair service provides the customer with remote diagnosis and remote remedy. HP ships any parts to the customer that are necessary to repair a defect. The customer is responsible for installing the necessary parts and for returning any unused parts and the defective parts to HP. All costs for parts and shipping are paid by HP.

  • Parts-only service provides replacement parts at no charge. With parts-only service, customers can choose to install the replacement parts and return the defective parts to HP, or they can choose to have HP perform the installation and parts return for a fee. The cost of shipping the replacement parts to the customer is paid by HP. The shipping cost to return the defective parts is paid by the customer.

  • Unit replacement includes remote diagnosis and, if a covered product has a defective part, covers the cost of shipping an entire replacement product to the customer. The customer must return the product with the defective part to HP within a specific number of days.

  • Pick-up service includes remote diagnosis, pick up of the product for repair, and return of the product to the customer. The cost of shipping to and from the repair center is paid by HP.

  • Mail-in service requires that the product be mailed to an authorized service center for diagnosis and repair. The cost of shipping the product to the repair center is paid by the customer.

  • Carry-in service requires that the product be brought to an authorized service center for diagnosis and repair.

  • Onsite service may be provided after a diagnosis is made remotely. Onsite service covers the costs associated with sending a technician to the location of the HP product, replacing the defective part, and verifying that the new part is working appropriately.

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Extended Support

A standard warranty begins and ends on specific dates. Customers may want to upgrade or extend the length of standard service that comes with HP hardware.
  • Customers may choose to upgrade the delivery method for warranty service by purchasing an HP Care Pack. Look for more information about HP Care Pack services at:

  • Support for HP products is available beyond the expiration of the warranty. Services not included in the standard warranty, such as installation, configuration, optimization, and needs assessment, are also available. Service that extends beyond the standard warranty period or services not included in the standard warranty may be available through the purchase of an HP Care Pack. Look for more information about HP Care Pack services at:

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Warranties for Parts and Options

Generally, HP provides a standard warranty on an entire product. Some components or HP options have a special warranty, instead of the standard warranty provided with the product.
  • Parts generally carry the warranty of the whole product. However, parts that may be used in many product models or newer generations of products may carry a warranty that is specific to a particular part. Examples of parts that may carry their own warranty include memory modules and drives.

  • Parts that are consumable, expendable, or parts that have a lifespan that is typically shorter than the product life, may also carry a warranty that is specific to the part. Examples of these parts include rechargeable batteries, ink/toner cartridges, and tape cartridges.

  • After a product warranty expires, spare parts are available for purchase. HP strives to have parts available for products for as many as five years after HP discontinues the sale of the product. Spare parts have a 90-day warranty. To order parts, visit the HP website or contact an authorized repair center. Click here to look for an authorized repair center by using the Service Locator tool Non-HP site .

  • Many products have optional parts, upgrades, or peripheral devices. Some of these parts, upgrades, or peripherals carry their own warranties, which are separate from the warranty for the product to which they are attached. Examples of parts, upgrades, and peripherals that may carry their own warranties include memory modules, drives, storage components, and printers.

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Warranty Conditions

Warranty service has limitations. Some of those limitations include the following:
  • Warranty terms and conditions provide repair or replacement (at the discretion of HP) for defects in the manufacturer's material or workmanship. The warranty does not protect against accidental damage, loss, acts of nature, or any other event that did not originate during the manufacture of the product.

  • When HP repairs a product, the repair may be completed with new or previously used products, with parts equivalent to new in performance and reliability, or with equivalent products to an original product that has been discontinued.

  • HP is not responsible for the loss of data. It is prudent to have a backup plan for data.

  • Software support is available for applications that HP sells with a product or for applications that are pre-installed on an HP product, including operating systems. The length of time that support is available, and whether or not there is a fee for that support varies by product line. For information about software support for a specific HP product, review the warranty statement for the product.

  • It is possible to void the warranty on an HP product. Any failure caused by an unsupported or third-party component will not be covered by warranty. Opening a sealed component or sealed product will void the warranty. Examples of sealed components or sealed products include drives, monitors, and many handheld products. Opening the case will not void the warranty on products that are designed to be opened and upgraded, such as desktop or tower computers or servers.

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Product Care and Problem Resolution

The customer can influence the quality and longevity of HP hardware.
  • To maintain peak performance, a product needs regular attention to variables such as air flow, dust control, driver updates, and BIOS/ROM updates.

  • If a product fails, HP will remotely identify the cause of the failure and propose a solution. If the failure is caused by a manufacturer's defect and the product is under warranty, HP will remotely diagnose and repair or replace (at the discretion of HP) the product at no charge. If the product is outside the warranty term, there may be a fee for diagnosis and remedy.

  • It is necessary for the customer to assist HP in assessing a failed product. HP may require the customer to open the product case, remove hardware, manipulate software, or perform other diagnostic activities. Failure to assist in and allow remote diagnosis will result in a service fee for onsite diagnostic services.

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HP Warranty Services - Warranty Terms

All warranties are tagged to a unit via the Electronic BOM (Bill Of Materials) at production. The customer and/or call centers and/or ASP's can pull this warranty by going to the warranty look up tools in CSN and on www.hp.com ( click here to go to www.hp.com ). In this area you put in the SKU and the Serial Number of the unit which are located on the Service Tag on the bottom of the unit. By putting this information into these sites the Warranty can be seen tied to that particular platform. Warranty enhancements may be purchased by the customer. Please review the warranty statement provided with the hardware for specific response time conditions and limitations.

Warranty Look up tool:

Click here to go to the Warranty Look up tool .

Presario and Pavilion products

The hardware warranty for Presario and Pavilion products varies depending on geographical region, country, and product model. HP provides standard warranty information in printed form with every Presario and Pavilion PC and notebook. Look for warranty and service information in the documentation bundle that came with your computer. For most models, HP offers the same printed guide in a downloadable PDF file format. You can find these downloadable guides in the Manuals section of your PC's support page.

  1. Click here to go to HP Support Page , select your country or region, and then enter your PC model name.

  2. If there are PDFs available for your PC, a Manuals link is shown on the support page for your product. Click the Manuals link to open a list of PDFs that you can download.

  3. Click the name of the printed manual that contains the warranty information, usually called Limited Warranty and Support Guide. To view the file, your PC must have Adobe Acrobat Reader software, also available as a download.

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