HP Point of Sale FAQ Warranty, Care Pack Service & Support. Limited warranty... 2 HP Care Pack Services... 3 Support... 3

Transcription

1 HP Pint f Sale FAQ Warranty, Care Pack Service & Supprt Limited warranty... 2 HP Care Pack Services... 3 Supprt... 3

2 Limited warranty Q: What des a 3/3/3 limited warranty mean? A: HP Retail Pint f Sale base systems cme with a three (3) year limited warranty that includes: 1. Three years f defective part replacement. 2. Three years f HP authrized technician labr. 3. Three years f repairs perfrmed at custmer site fr thse parts nt eligible fr Custmer Self Repair (CSR). Parts are identified by HP as eligible fr Custmer Self-Repair based upn the ease f replacement and tls required. Typical CSR parts may include the keybard, muse, and hard drive. Based n availability and where gegraphy permits, CSR parts will be delivered next business day HP will advise whether a defective part must be returned t HP. HP will pay all shipping and part return csts. HP will prvide the needed materials and instructin t ship back if it is required. Peripherals will be swapped with a replacement peripheral. 4. Next Business Day Respnse: all effrts will be made t identify the anticipated dispatch time and date f a technician r, in the case f CSR parts, the shipment f a part, t custmer site, by the day after a custmer call is received. Q: What is the warranty n peripherals? A: Peripherals cme with a three (3) year limited warranty that includes three years f parts exchange; all effrts will be made t identify dispatch time and date f part anticipated shipment t custmer site by the day after a custmer call is received. Limited warranty n HP-branded peripherals Cverage n third-party peripherals HP-branded peripherals have a threeyear limited warranty. Nn-HP branded peripherals are prvided "AS IS." Hwever, nn-hp manufacturers and suppliers may prvide warranties directly t yu. Nn-HP branded party peripherals are nt currently cvered under the HP Care Pack Services fferings. 2

3 HP Care Pack Services Q: What is an HP Care Pack? A: Extended r enhanced service ffering Additinal service nt included as part f base warranty n hardware purchase Q: What HP Care Pack Services are available fr POS prducts? A: The fllwing services are available: Extensins f service t fur (4) r five (5) years f cverage fr the RPOS unit nly (service starting frm date f HW purchase). Extensins f service t fur (4) r five (5) years f cverage fr the RPOS unit plus HP peripherals and HP mnitr (service starting frm date f HW purchase). Accidental Damage Prtectin (prtectin cverage fr physical damage caused by r resulting frm a frtuitus incident. Cvered perils include nn-intentinal liquid spills in r n the unit, drps, falls, and electrical surge.) ADP can be purchased fr the warranty perid fr three (3) years r, with a service extensin, fr fur (4) r five (5) years. ADP cvers the POS unit plus peripherals, including the mnitr. Pst-warranty HP Care Pack Services extend the hardware service fr an additinal year. Purchase f pst-warranty HP Care Pack Services shuld ccur n earlier than the last 90 days f the existing cverage perid and are nly available if there is at least ne year f service life remaining fr the prduct. Basic Installatin: Remve the prducts frm bxes Cnnect cables and pwer crds Initialize prduct Run tests and diagnstics Verify the installed sftware is prperly laded Verify sftware is laded then enter f ne test inventry item Orientatin n the prduct, and answer usage and maintenance questins nt t exceed 15 minutes. Supprt When calling in fr service n yur purchased HP Care Pack, lcate the serial number lcated n the POS base unit t help the call agent prperly validate entitlement f yur hardware fr HP Care Pack Services purchased. Q: Hw d I cntact HP Supprt? A: Yu can cntact HP Supprt several ways: , select ptin #3 fr Retail Pint f Sale r HP-INVENT Visit HP.cm at Cntact yur HP authrized service prvider. Visit 3

4 Q: What infrmatin shuld I have ready when I cntact HP Supprt? A: When yu call in fr supprt help yu shuld have the fllwing infrmatin available: The mdel number (fund n the label n the back f yur unit) The serial number (fund n the back f yur unit) Mst HP peripherals have a serial number and part number label adhered t the base f the peripheral. This infrmatin shuld be used when calling fr service n the peripheral. In the event that yur peripheral des nt have such a label, please have the serial number and mdel number f the cmputer. Nte: Befre yu reach an agent, yu will be asked which prduct type yu are calling in abut. Yu shuld respnd t the query f prduct type with any f the fllwing fur definitins: Retail Pint f Sale Retail Pint f Sale Devices/Peripherals Retail Pint f Sale Cash Drawer Retail Pint f Sale Receipt Printer Q: What happens when I call in? A: The call agent will be able t ascertain if yur unit is still in warranty. The agent will then begin asking a series f questins t identify the ptential repair. The agent may request access t yur machine, r may ask yu t perfrm a few easy tasks. This will allw the agent t identify the prblem. If the agent cannt identify the prblem, the call may be escalated t ur secnd (2) level supprt rganizatin. This may mean a delay while the call is ruted t the prper team. If the secnd (2) Level Supprt team cannt identify the prblem, a case number will be assigned and the call will be escalated t ur Engineering grup fr further analysis. This grup wuld then cntact HP t determine if a defect can be repaired. Q: Hw is my call escalated? A: If yur issue requires further assistance, HP s Secnd (2) level Supprt handle the escalatin and has the respnsibility t: Manage escalated cases based n the technical merit r size and cmplexity f the situatin Cntinue t manage the issue even when cases are being wrked in Third (3) Level Supprt. (If the issue requires further Engineering expertise it will be escalated t the Third (3) Level Supprt. This grup is an Engineering grup that has direct access t the design team fr yur prduct.) Manage the Custmer directly nly when they engage their Pass-Thrugh prcess 4

5 Q. Hw is my issue diagnsed? A: Agents may diagnse the prblem in several ways: 1. Remtely 2. By the use f a custmer self replaceable part, r 3. By a service call at custmer lcatin. If HP determines that an n-site service call is required, the call will be scheduled during lcal ffice hurs (typically 8 a.m. t 5 p.m. Mnday thrugh Friday). The respnse time depends n travel cnstraints and distance frm the nearest HP Supprt lcatin r HP authrized service prvider. Service is prvided by HP r an authrized service delivery Partner. Technician will arrive with parts t repair the POS. Nte: There is n wrldwide capability t warm transfer t third-party vendrs. We can refer the custmer r d a cld transfer Q. What is the respnse time if my lcatin is nt near a supprt Hub? A: Distance frm designated supprt hub Next-day respnse time 0 t 100 miles (1 t 160 km) Next cverage day 100 t 201 miles (161 t 320 km) One additinal cverage day 201 t 300 miles (321 t 480 km) Tw additinal cverage days Beynd 300 miles (>480 km) Established at time f rder and subject t resurce availability Q: What is the sftware supprt? A: HP ffers initial setup and technical supprt fr the included HP Sftware purchased with the HP POS System, fr ninety (90) days frm date f purchase. Supprt includes assistance with: Supprt des NOT include assistance with: Answering yur installatin questins (hw t, first steps, and prerequisites). Setting up and cnfiguring the sftware and ptins supplied r purchased with HP Hardware Prducts (hw-t and first steps). Interpreting system errr messages. Islating system prblems t sftware usage prblems. Generating r diagnsing user generated prgrams r surce cdes. Installatin f nn-hp sftware. System ptimizatin, custmizatin, and netwrk cnfiguratin Hewlett-Packard Develpment Cmpany, L.P. The infrmatin cntained herein is subject t change withut ntice. The nly warranties fr HP prducts and services are set frth in the express warranty statements accmpanying such prducts and services. Nthing herein shuld be cnstrued as cnstituting an additinal warranty. HP shall nt be liable fr technical r editrial errrs r missins cntained herein. 10/2008 5