HP 2100 Service Manual - Page 26

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). 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 may 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 may also be requested. 3 HP 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 on-site 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 90 days, 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. Ordering Parts Field replaceable part numbers are listed in Chapter 8: Parts and Diagrams. Replacement parts can be ordered from HP's Parts Direct Ordering or HP's Parts Center Europe. Addresses and telephone numbers for both organizations are as follows: Parts Direct Ordering Hewlett-Packard Company Support Materials Organization 8050 Foothills Blvd. Roseville, CA 95678 1-800-227-8164 (U.S. only) Parts Center Europe Hewlett-Packard Company Parts Center Europe Wolf-Hirth Strasse 33 D-7030 Boeblingen, Germany (49 7031) 14-2253 16 Chapter 1 Product Information C4170-90959