Preparing for a service call, During the warranty period, After the warranty period – HP Surestore DVD-ROM Tape Array Module User Manual
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Preparing for a service call
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.
Before calling for service or support:
• Check that your HP Surestore DVD-ROM drive is installed correctly
• Check the instructions and the troubleshooting advice in this Getting Started Guide
When calling HP Customer Support, please be prepared to work with the HP support
specialists to resolve your problem.
Obtaining service
A full listing of HP's service and support centers worldwide can be found at
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. 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.
Returning your drive for service
Your HP Surestore drive comes with a 24-hour Express Exchange warranty (not available in all
countries).
Before returning an HP Surestore 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 side of the unit)
• 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.
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