HP Warranty receives a shot in the arm with the announcement of one year onsite warranty that covers entry level LaserJet Printers P1007 and 1020 Plus. Needless to say, the global leader in Imaging and Printing solutions has taken this groundbreaking decision to help reduce downtime for people who depend on their HP printers, especially P1007 and 1020 Plus printers on a long-term basis.
Under the terms of on-site HP Warranty/service, HP has the option of determining if a fault can be
(a) Rectified remotely;
(b) Through the help of a CSR part or
(c) By a service call at the customer’s location.
In the event of HP determining that an onsite service call is necessary to rectify the fault, the call is normally scheduled during office hours (8:00 to 17:00), Monday through Friday unless otherwise mentioned, absolutely free of any charge. If, however, the warranted faulty unit is located outside the regular service zone covering 50 km, the response time may take a little longer or may involve some minor additional charges.
The customer awaiting on-site HP Warranty service should take care of the following:
1. Ensure that a representative remains on the site at the time when HP provides warranty service at the site.
2. Inform HP that the product is used in environment friendly area, posing no potential health or safety hazard either to HP engineers or subcontractors visiting the site.
3. Provide HP with free, safe and uninterrupted access to the faulty equipment as also give all information supposedly causing the fault.
4. Keep all documents, labels, stickers and particularly the serial number handy for display and scrutiny.
And lastly, the customer should be ready to prove that he/she has maintained the environment which is consistent with product specification and supported configuration.
Incidentally, on-site HP Warranty service covers the costs related to sending a technician to the location of the HP hardware (that has generated a fault), replacing defective part/parts as also checking smooth running of the equipment after due repair.
Key issues relating to onsite warranty
Notwithstanding exclusive warranty issues, the following factors greatly influence the performance of HP hardware products. For instance, even a brand new product needs customary attention to variables that include dust control, air flow and general cleanliness, especially when the hardware happens to be a sensitive Laser printer. Failure to do so may result in poor or no performance for which HP cannot be held responsible.
When a HP Laser printer P1007 or 1020 Plus (under HP onsite warranty) develops fault, HP will first remotely ascertain the cause of the failure and suggest a solution. In case the malfunction is caused due to manufacturing fault, HP will remotely diagnose and rectify the fault. Otherwise HP will replace (at the discretion of HP) the product free of charge. However, it is obligatory on part of the customer to assist HP in finding the fault. In certain cases, Hp may request the customer to open the housing, remove parts of hardware for testing, etc; maneuver software settings and/or conduct miscellaneous diagnostic procedures under direct or remote supervision of HP. Failure to assist in and thus disallowing remote diagnosis may result in additional service charges for onsite repair service.