16 Chapter 1 Product Information C4170-90959
Service Approach
Bench Repair Warranty
The warranty for this product is “return to bench” for a period of one year from the date of
purchase. This means that customers needing warranty repair must return their printer to an
HP repair center or an Authorized Service Provider (ASP).
HP Express Exchange
Through Customer Care Centers In the United States and Canada, customers have an
option to initiate Express Exchange. Under this option, customers may have a factory
refurbished printer sent to them within 24 hours.
1 The customer contacts the local HP Customer Care Center listed in the product
documentation. A technician troubleshoots the situation and determines whether the
printer has actually failed. If so, the technician refers the customer to the HP Service
Center.
2 A representative from the service center requests product and customer information. In
some regions, collateral may also be requested.
3 HP ships a refurbished replacement unit to arrive the next day. (Geographic distance
might prevent next-day shipping.)
4 The customer sends the defective printer to Hewlett-Packard at HP's expense.
Customers with on-site support service provided by HP should work directly with the local
Customer Care Center instead of following the steps outlined here.
Exchanged units carry the remainder of the original unit’s warranty or 90 days, whichever is
greater. The faster turnaround from HP Express Exchange minimizes downtime over
traditional service programs that require the user to ship the failed unit to the manufacturer
and then wait for it to be repaired and returned. Because HP pays the shipping charges, the
user incurs no hidden costs for the service.
Ordering Parts
Field replaceable part numbers are listed in Chapter 8: Parts and Diagrams. Replacement
parts can be ordered from HP’s Parts Direct Ordering or HP’s Parts Center Europe.
Addresses and telephone numbers for both organizations are as follows:
Parts Direct Ordering Parts Center Europe
Hewlett-Packard Company
Support Materials Organization
8050 Foothills Blvd.
Roseville, CA 95678
1-800-227-8164 (U.S. only)
Hewlett-Packard Company
Parts Center Europe
Wolf-Hirth Strasse 33
D-7030 Boeblingen, Germany
(49 7031) 14-2253
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