A reliable, fast hardware exchange service that is a cost-efficient and convenient alternative to onsite repair! HP Hardware Support Exchange Service is a cost-efficient and convenient alternative to onsite repair, especially for products that do not contain customer data or in cases where customers may easily restore their data from backup files. HP Exchange Service provides a replacement product. The replacement product is shipped free of freight charges via premium airfreight carrier or courier to your location.
Remote problem diagnosis and support
When experiencing a hardware problem, the customer must first place a call to a designated HP support telephone number. HP will provide basic telephone technical assistance with installation, product configuration, setup, and problem resolution.
If, in the judgment of HP, the problem cannot be resolved remotely, HP will replace the failed hardware parts with a hardware part that is new or equivalent to new in performance, but may have minor cosmetics defects. The replaced hardware part becomes the property of HP. The replacement unit is shipped via a carrier or courier to the customer's location free of freight charges. The customer's requested ship-to location must not require HP to ship replacement product through international customs.
The response time specifies the time that begins when the initial service request is received and logged with HP and ends when the replacement unit arrives at the customer's site, if this time falls within the specified coverage window.
Coverage windowProduct Highlights
The coverage window specifies the time during which replacement products are delivered and remote diagnosis and support services are available. Service requests received outside this window will be logged the next day for which there exists a coverage window.
- The convenience of door-to-door service
- A lower-cost alternative to onsite support
- Fast and flexible response times
- Remote problem diagnosis and technical telephone support
- Flexible coverage hours
- Access to electronic support information and services