HP Insight Control Server Provisioning 7.2 Administrator Guide

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6.4 Customer self repair
HP products are designed with many Customer Self Repair parts to minimize repair time and allow
for greater flexibility in performing defective parts replacement. If during the diagnosis period HP
(or HP service providers or service partners) identifies that the repair can be accomplished by the
use of a Customer Self Repair part, HP will ship that part directly to you for replacement. There
are two categories of Customer Self Repair parts:
• Mandatory—Parts for which Customer Self Repair is mandatory. If you request HP to replace
these parts, you will be charged for the travel and labor costs of this service.
• Optional—Parts for which Customer Self Repair is optional. These parts are also designed for
customer self repair. If, however, you require that HP replace them for you, there may or may
not be additional charges, depending on the type of warranty service designated for your
product.
NOTE: Some HP parts are not designed for Customer Self Repair. In order to satisfy the customer
warranty, HP requires that an authorized service provider replace the part. These parts are identified
as No in the Illustrated Parts Catalog.
Based on availability and where geography permits, Customer Self Repair 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, you can call the HP Technical Support
Center and a technician will help you over the telephone. HP specifies in the materials shipped
with a replacement Customer Self Repair part whether a defective part must be returned to HP. In
cases where it is required to return the defective part to HP, you must 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.
For more information about the HP Customer Self Repair program, contact your local service
provider. For the North American program, visit the HP website (http://www.hp.com/go/selfrepair).
46 Support and other resources