HP Customer Support
HP Notebook PCs - Using a Certified HP Service Center to Repair a Notebook PC
Why use a HP Certified Repair Center?
HP has certified service centers World Wide. These service centers have trained personnel who know how to correctly diagnose and repair your HP notebook PC. They only use HP certified parts for the repair. By using an HP certified repair center, you can be assured your notebook PC will be repaired correctly.
How to schedule a repair?
Contact HPto schedule a repair with a certified HP service center. The HP agent will determine if the HP notebook PC needs to the repaired at a service center. If a repair is needed, they will schedule a pick-up of the notebook PC. The repair generally takes 5-10 business days including shipping.
Preparing the notebook PC for service repair
By sending your HP notebook PC to HP to be repaired, you agree to the following conditions: It is your responsibility to backup your data. This includes hard drives, ROM chips, flash cards, etc. HP Engineers have requested that if possible both diagnostics and the recovery be run before sending the notebook PC in to service for any reason. During the repair process "your hard drive will be re-imaged if it fails Quality Assurance testing", and in this event you will not have the opportunity to retrieve your data once the repair is complete. All BIOS passwords should be removed before shipment. In cases where HP receives units with passwords, they will be cleared, but this will delay the repair of the unit.
note:The terms of warranty for your specific notebook may vary. Please consult the documentation that came with your HP product for complete and specific information.
What you should send with the notebook PC
Include accessories ONLY if it would help the technician determine the issue with your unit. This includes PCMCIA cards, floppy, DVD, and CD-ROM drives, AC adapters, additional third-party RAM, secondary or optional batteries, sync cables, etc. Please do NOT include DVD movies, Software CDs, Music CDs, port replicators, mini docks, external monitors, product manuals, or carrying cases. Please make a list of any accessories you are sending with your unit. Please also include on this note your name, phone number, and address, along with your case number and Customer Service Order (CSO) number. If any discrepancies are noted at the repair center, you will be contacted immediately.
How do I pack the notebook PC for shipping to the service center?
To prevent damage during shipping, please pack your unit with at least 3 inches of industry standard packing material all the way around your unit. If this is not done, you will be responsible for any damages incurred. If you are returning the unit in its original packaging please note that the packaging will not be returned to you. If the damage or problem with your unit is deemed customer damage by the repair center, the repair warranty will be void and the repair will be completed once you have been notified of the damage and payment information has been collected.
How to ship the notebook PC
HP uses a HP Certified Courier (e.g., Federal Express) to pick up the notebook PC where you designate you would like them to pick it up. When the HP Certified Courier arrives to pick up your HP Notebook do not release the notebook to the courier until he has provided a tracking number to you. The CSO number should be plainly viewable on the outside of the box. If the HP Certified Courier does not provide a receipt with a tracking number, do not allow them take the notebook PC. Additionally, due to parts back orders, shipping issues, or circumstances beyond HP's control your repair may require additional time. In these situations, you will be notified.
How long will the repair take?
Repairs generally take 5-10 business days. Use the HP Repair Status web site to track the progress of your repair. Due to parts back orders, shipping issues, or circumstances beyond HP's control your repair may require additional time. In these situations, you will be notified by HP.
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