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how to contact hp
hp learning products
issued october 2000 : http://www.hp.com/go/support/tape may have a later version
data protection
contact hp
americas
europe
asia pacific
warranty
customer service form
obtaining technical support
contents of this section
before calling for service or support
obtaining service
contacting hp
hp service agreements
returning your tape drive for service
worldwide online services
before calling for service or support
If you need help, your dealer has the latest information regarding HP products and
services and can provide support under HP's comprehensive menu of reseller
services. If your dealer is not able to help, you can obtain support from HP directly
either through online services or by telephone.
Before calling for service or support, check that:
Check that your HP Surestore Tape Drive is installed correctly
Check the printed Getting Started Guide and the troubleshooting
advice in this online User's Guide
obtaining service
Please use the Customer Service Form to collect the details that our Customer
Service Representative will need to help solve your problem.
During the warranty period: HP provides a free telephone support service
during the warranty period. Contact your local HP dealer or the appropriate HP
technical support contact for your area, by selecting the region required from the
navigational buttons in the left hand pane. Obtain the telephone number from the
list of countries supplied. You will be connected to a responsive team waiting to
help you.
After the warranty period: If you require support after your warranty has expired,
you can receive support for a fee through the same telephone numbers. The fee is
charged on a per incident basis. Alternatively, you can contact your local HP
dealer who will be able to advise you and arrange for service.
contacting hp
A full listing of HP's service and support centres worldwide can be found at
http://www.hp.com/cposupport/mail_support.html
If you do not have internet access, click on the appropriate region from the side
navigation bars for a list of contact numbers correct at time of printing.
hp service agreements
HP offers a number of service agreements to meet your needs. Contact your local
dealer or nearest HP office for further information.
returning your tape drive for service
Your HP Surestore tape drive comes with a 24-hour Express Exchange warranty
(not available in all countries).
Before returning an HP Surestore tape drive, call the Customer Support Center for
your area. When you call, make sure that you have the following information
available:
The product name and serial number (see label on the back of the
appliance server)
Date of purchase
A description of the product fault
A contact name for details of the failure
A contact telephone number
Your shipping address
The telephone service agent will verify that the unit is faulty and will make sure
that a replacement unit is sent to you within 24 hours. When you receive the
replacement unit, remove it from the packaging and use the packaging material
for returning the faulty unit. All shipment costs are prepaid by HP.
When returning the drive to HP, any damage caused as a result of inadequate
packaging is your responsibility. Use the original packing materials whenever
possible.
worldwide online services
HP offers electronic services that give you a fast, interactive way to access
information and help on setup, configuration, installation and operation of your
product. The online services are available on the World Wide Web and FTP, as
well as the country-specific resources listed later in this section.
World Wide Web
Product and support information are available from HP's web site on the Internet
at
http://www.hp.com/go/tape
FTP
Product and support information are available from our FTP site on the Internet at
ftp.hp.com/pub/information_storage/surestore
America Online
Download support documents and discuss issues in user forums. Find us with
keyword hpstor.
© 2000, Hewlett-Packard Company
file:///C|/Documents%20and%20Settings/topher.COL-SPRINGS/Desktop/manual/document/common/contact/eng/conhome.htm [12/3/2001 7:50:18 AM]