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Welcome to HP Customer Support

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    Welcome Samsung Printer Customers

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HP LaserJet M5025 and M5035 MFP Series - Service and Support

Customer self repair warranty service
HP products are designed with many Customer Self Repair (CSR) parts to minimize repair time and allow for greater flexibility in performing defective parts replacement. If during the diagnosis period, HP identifies that the repair can be accomplished by the use of a CSR part, HP will ship that part directly to you for replacement. There are two categories of CSR parts:
  1. Parts for which customer self repair is mandatory. If HP is requested to replace these parts, costs for the travel and labor will be charged for this service.
  2. Parts for which customer self repair is optional. These parts are also designed for Customer Self Repair.
However, if HP is requested to replace them, this may be done at no additional charge under the type of warranty service designated for the product.
Based on availability and where geography permits, CSR parts will be shipped for next business day delivery. Same-day or four-hour delivery may be offered at an additional charge where geography permits. If assistance is required, call the HP Technical Support Center and a technician will help over the phone. HP specifies in the materials shipped with a replacement CSR part whether a defective part must be returned to HP. In cases where it is required to return the defective part to HP, ship the defective part back to HP within a defined period of time, normally five (5) business days. The defective part must be returned with the associated documentation in the provided shipping material. Failure to return the defective part may result in HP billing you for the replacement. With a customer self repair, HP will pay all shipping and part return costs and determine the courier/carrier to be used.
HP Customer Care
Online Services
For 24-hour access to updated HP device-specific software, product information, and support information through an Internet connection, click here to go to the Web site: www.hp.com/support/M5025mfp or click here to go to www.hp.com/support/M5035mfp.
Click here to go to www.hp.com/support/net_printing for information about the HP Jetdirect external print server.
HP Instant Support Professional Edition (ISPE) is a suite of Web-based troubleshooting tools for desktop computing and printing products. Click here to go to instantsupport.hp.com.
Telephone support
HP provides free telephone support during the warranty period. For the telephone number for your country/region, see the flyer that shipped with the device, or click here to visit www.hp.com/support/. Before calling HP, have the following information ready:
  • Product name
  • Serial number
  • Date of purchase
  • And description of the problem
Software utilities, drivers, and electronic information
Click here to go to www.hp.com/go/M5025_software or click here to go to www.hp.com/go/M5035_software
The Web page for the drivers is in English, but the drivers can be downloaded in several languages.
HP direct ordering for accessories or supplies
  • United States: Click here to visit www.hp.com/sbso/product/supplies.
  • Canada: Click here to visit www.hp.ca/catalog/supplies
  • Europe: Click here to visit www.hp.com/supplies
  • Asia-Pacific: Click here to visit www.hp.com/paper/
To order genuine HP parts or accessories, click here to go to the HP Parts Store at www.hp.com/buy/parts (U.S. and Canada only), or call 1-800-538-8787 (U.S.) or 1-800-387-3154 (Canada).
HP service information
To locate HP-Authorized Dealers, call 1-800-243-9816 (U.S.) or 1-800-387-3867 (Canada).
Outside the United States and Canada, call the customer support number for your country/region. See the flyer that is shipped in the box with the device.
HP service agreements
Call 1-800-HPINVENT (1-800-474-6836 (U.S.)) or 1-800-268-1221 (Canada). Or, click here to go to the HP SupportPack and CarepaqTM Services Web site at www.hpexpress-services.com/10467a.
For extended service, call 1-800-446-0522.
HP Easy Printer Care software
To check the device status and settings and view troubleshooting information and online documentation, use the HP Easy Printer Care software. A full software installation must have been performed in order to use the HP Easy Printer Care software.
HP support and information for Macintosh computers
Click here to go to www.hp.com/go/macosx for Macintosh OS X support information and HP subscription service for driver updates.
Click here to go to www.hp.com/go/mac-connect for products that are designed specifically for the Macintosh user.
HP maintenance agreements
HP has several types of maintenance agreements that meet a wide range of support needs. Maintenance agreements are not part of the standard warranty. Support services may vary by area. Check with the local HP dealer to determine the services available.
On-site service agreements
To provide with the best suited level of support, HP has on-site service agreements with a selection of response times.
Next-day on-site service
This agreement provides support by the next working day following a service request. Extended coverage hours and extended travel beyond HP’s designated service zones are available on most on-site agreements (for additional charges).
Weekly (volume) on-site service
This agreement provides scheduled weekly on-site visits for organizations with many HP products. This agreement is designated for sites using 25 or more workstation products, including devices, plotters, computers, and disk drives.
Repacking the device
If HP Customer Care determines that the device needs to be returned to HP for repair, follow the steps below to repack the device before shipping it.
  caution:
Shipping damage as a result of inadequate packing is the customer’s responsibility.
Follow these steps to repack the device:
  1. Remove and retain any additional purchased DIMMs cards installed in the device. Do not remove the DIMM that came with the device.
      caution:
    Static electricity can damage DIMMs. When handling DIMMs, either wear an antistatic wrist strap, or frequently touch the surface of the DIMM antistatic package and then touch bare metal on the device. To remove the DIMMs.
  2. Remove and retain the print cartridge.
      caution:
    It is extremely important to remove the print cartridge before shipping the device. A print cartridge that remains in the device during shipping will leak and entirely cover the device engine and other parts with toner.
    To prevent damage to the print cartridge, avoid touching the roller on it, and store the print cartridge in its original packing material or so that it is not exposed to light.
  3. Remove and retain the power cable, interface cable, and optional accessories.
  4. If possible, include print samples and 50 to 100 sheets of paper or other print media that did not print correctly.
  5. In United States, call HP Customer Care to request new packing material. In other areas, use the original packing material, if possible. Hewlett-Packard recommends insuring the equipment for shipment.
Extended warranty
HP Support provides coverage for the HP hardware product and all HP-supplied internal components. The hardware maintenance covers a 1- to 3-year period from date of the HP product purchase. The customer must purchase HP Support within the stated factory warranty. For more information, contact the HP Customer Care Service and Support group.

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