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HP Customer Support - Knowledge Base

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Customer Self Repair - Learn more about Customer Self Repair (CSR)

What is CSR?

Customer Self Repair (CSR) is a key component of HP's warranty terms. It allows us to ship replacement parts directly to you once a failure has been confirmed. Parts are generally shipped overnight so you receive them as quickly as possible. You can then replace the parts at your convenience. HP has invested significantly in engineering products to be customer repairable. Customers who purchase HP Care Pack Services can still take advantage of CSR for convenience and time savings.

For more information, consult the warranty statement for your product at hp.com or in the hard copy form provided during product purchase.

CSR warranty terms and conditions are included in the warranty statement for the product, which can be found in the box with the product.

CSR is available in most countries. Talk with your local support center to learn about any restrictions for your location.

What are the benefits to you?

CSR offers you the most convenience in repairing our products. Generally it is the fastest way to implement a repair. You do not have to wait for a service engineer or adjust your schedule to accommodate a repair engineer's schedule. You can control when the repair is implemented to accommodate your routines and resources. CSR-enabled products help HP reduce the overall cost of the warranty and services and give you a lower total cost of ownership.

Where is CSR available?

CSR is available in most countries. Talk with your local support center for any restrictions for your specific location.

When is CSR required?

CSR is the required method of repair when a product is classified as "Mandatory CSR" and CSR is offered within the country. For Mandatory CSR Products, replacement parts are classified as follows:

CSR Mandatory Parts (warranty only) - These parts require customer replacement. They typically have tool-less access, consist of a single assembly part, require minimal cabling, and have plug-and-play configuration.
CSR Optional Parts - You can optionally elect to replace these parts. They may require tools, the removal of other parts, more involved cabling, or potential configuration/setup following replacement.
Non-CSR - Non-CSR parts have no specific CSR classification and/or instructions on customer replacement. These parts are not customer replaceable and therefore you will be offered a Bench or on-site repair according to your warranty terms.

What if I have an HP Care Pack or contract that provides onsite support?

Some HP Care Pack Services providing extended warranty coverage include provisions for CSR. In addition, if you have purchased an HP Care Pack that provides onsite support, you can still take advantage of CSR and request that replacement parts be shipped directly to you. You can then replace the parts at a time that is convenient for you. For more information on warranty upgrades, see HP Care Pack Services.

Do onsite warranty services provide for CSR?

Yes. Generally our warranty statement includes several options for delivery of support, including CSR.

What if I don't want to replace my CSR part myself?

In countries where CSR is allowed and the product is covered by an HP factory warranty, you can elect to purchase onsite replacement for the part. The cost will include only labor and travel because the parts are covered under the warranty.

How do I determine if my product has CSR components?

HP's product specifications (QuickSpecs) indicate if a product is enabled for CSR. Only parts noted as CSR Mandatory Parts are considered mandatory. And, those parts are considered Mandatory only for those products with the new CSR warranty terms. For more information, see QuickSpecs.

What information is available to help me replace parts?

HP provides extensive online information to help you replace parts. Our HP Support YouTube Channel (in English) has videos that provide step-by-step removal and replacement instructions for many common parts. It also provides a convenient parts lookup tool. Also, many products provide written step-by-step instructions on how to remove and replace parts. You can also call our support centers for help with removal and replacement of CSR parts.

How do I return a defective spare part if required by HP?

Check for a return label. If your defective part needs to be returned, HP will provide return labels either inside the box, or in the "poly pouch" attached to the box. Spare part shipments contain detailed instructions on how to return the defective part.
Package the part carefully using the packaging material that came with the new part.
Seal the box with packaging tape.
Apply the return label to the box, covering up the original shipping label.
To arrange for prepaid package return, follow the detailed instructions included in the spare part shipment.

What happens if I damage a part while performing CSR?

If you damage a part while replacing it, the circumstances are no different than if an HP Service Engineer damages the part. The warranty will cover the second repair.

What countries are currently excluded from offering CSR?

Please check with your local service organization regarding any specific country exclusions.

Where are the CSR standard warranty terms & conditions?

For information about the warranty for a specific product, review the warranty statement for the product, which can be found in the box with the product.

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