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Key Aspects of HP Care Packs That Buyers and Sellers Must Understand!

Updated: Nov 15, 2019


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.

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.

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.