Key Aspects of HP Care Packs That Buyers and Sellers Must Understand!
HP Care Packs are essentially extended warranties, very similar to what you would be offered at check out at Best Buy or Walmart.
They are convenient add on purchases that are priced from $49 and all the way up to $1000 depending on response time and defective media retention options.
The standard original equipment manufactures warranty is 1 year from the date of purchase on printer / mfp devices. HP Care Pack's can extend that coverage from 2 to 4 years.
Some of them come with Accidental Damage Protection (See Limitations Section)
In many cases HP Care Packs can be purchased pre and post device purchase. HP Care Packs for printers can be found online here.
https://www8.hp.com/us/en/services/consumer/carepack-print.html
HP Care Pack Terms and Conditions
Popular Care Packs
Key Aspects #1
It is important to point out that the purchasing Care Pack does not eliminate the need preventive maintenance. Some parts that may fall under PM umbrella may be considered consumables.
Printer Fusers
Pickup and Transfer Rollers and Separation Pads
According to the Data Sheet for HP Care Packs
Consumable items including, but not limited to, removable media, customer-replaceable batteries and tablet PC pens, maintenance kits, and other supplies, as well as user maintenance and non-HP devices, are not covered by this service.
Using a automotive analogy some items are like the tires, oil and gas that no automotive bumper to bumper warranty covers. Supplies and consumables are not covered. Check the service manual these items may not be provided repaired or replaced as part of the HP car Pack Service
If the user is calling for service and thinking the HP care Pack will cover it will be surprised to hear consumable part replacement may be a out of pocket expenses.
If the problem cannot be resolved remotely during technical phone support HP can replace the failed product with a new or equivalent-to-new product free of major cosmetic defects
What is Equivalent-To-New?
The OEM may use remanufactured parts that are equivalent to new in performance.
Key Aspects #2
Since the end user wants the issue to be solved quickly whats faster then having the end user act as the first responder. Ultimately getting the printer back up and running is what everyone wants however it is important that everyone understand the scope of their responsibilities.
What Are Customer Responsibilities?
Upon HP request, the Customer will be required to support HP’s remote problem resolution efforts. The Customer will:
Provide all information necessary for HP to deliver timely and professional remote support and to enable HP to determine the level of support eligibility
Start self-tests and install and run other diagnostic tools and programs
Install customer-installable firmware updates and patches
Perform other reasonable activities to help HP identify or resolve problems, as requested by HP
The Customer is responsible for installing, in a timely manner, critical customer-installable firmware updates, as well as Customer Self Repair (CSR) parts and replacement products delivered to the Customer.
The Customer agrees to pay additional charges if the Customer requests that HP install customer-installable firmware updates or patches. Any additional charges to the Customer will be on a time-and-materials basis, unless otherwise previously agreed in writing by HP and the Customer.
In cases where Customer Self Repair parts or replacement products are shipped to resolve a problem, the Customer is responsible for returning the defective part or product within a time period designated by HP.
In the event that HP does not receive the defective part or product within the designated time period or if the part or product is degaussed or otherwise physically damaged upon receipt, the Customer will be required to pay the HP list price for the defective part or product, as determined by HP.
Customer responsibilities If the Customer does not act upon the specified Customer responsibilities, at HP’s discretion, HP or the HP authorized service provider will i) not be obligated to deliver the services as described, or ii) perform such service at the Customer’s expense at the prevailing time and material rates.
Service levels and response times for Care Pack services may vary depending on your geographic location. make sure you understand the limitations.
Helpful Resources
Printer Service Response Time & Travel zones
Travel to sites located within 200 miles (320 km) of an HP designated support hub is provided at no additional charge. If the site is located more than 200 miles (320 km) from the HP designated support hub, there will be an additional travel charge. Travel zones and charges, if applicable, may vary in some geographic locations. Response times to sites located more than 100 miles (160 km) from an HP designated support hub will have modified response times for extended travel, as shown in the table below.
Distance from HP Support Office
Next Bus day Onsite Response Time Travel Zone Charges
Zones 0 to 2 0-50 miles (0–80 km) Next business day No Uplift
Zone 3 51-100 miles (81-160km) Next business day No Uplift
Zone 4 101-200 miles (161-320km) 1 additional business day No Uplift
Zone 5 201-300 miles (321-480km) 2 additional business days Custom Quoted based on actual travel charges
Zone 6 Beyond 300 miles (+480km) Not Available Custom Quoted based on actual travel charges
Distance from HP Support Office
4-hour Onsite Response Time 6-hour Hardware Call-to-Repair Time Commitment Travel Zone Charges
Zones 0 to 2 0-50 miles (0–80 km) 4 hours 6 hours No Uplift
Zone 3 51-100 miles (81-160km) 4 hours 8 hours No Uplift
Zone 4 101-200 miles (161-320km) 8 hours Not Available No Uplift
Zone 5 201-300 miles (321-480km) Not Available Not Available Custom Quoted based on actual travel charges
Zone 6 Beyond 300 miles (+480km) Not Available Not Available Custom Quoted based on actual
What are Defective Media Retention Services?
Sometimes, even the best storage media can fail. When it does, you don’t want to send your enterprise’s confidential data to a remote facility. You want to keep it right where it is. You want HP Defective Media Retention.
The OEM will manage the recovery of the data at your site. So you can retain control while getting back to business. And if you need a replacement drive, HP Support Services can provide it at no additional charge.
HP Care Packs are a great way to mitigate risks but both buyers and sellers need to understand the expectations.
Will DeMuth helps printer service organizations maximize service costs and reduce call backs through product placement, training, and advisory services. Will has 20+ years of product leadership experience and is part of the greatest operational team in the industry. His company Metrofuser has been honored with 20+ Leadership and Industry Awards.
Metrofuser is a leading global innovator, manufacturer of printer parts, equipment, diagnostics, repair information and systems solutions for professional users performing critical tasks. Products and services include hp printer parts, printers and printer repair training. Parts include hp printer parts such as printer fusers, printer maintenance kits and other hp printer replacement parts. The company's, customers include office equipment dealerships, online retailers, repair centers and MPS service providers nationwide. Metrofuser has been named to Inc. Magazine’s fastest growing companies five consecutive years.
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