|For clarity, each Product's warranty terms and conditions will be those shipped with the Product. The following document is a Service Advisory which summarises the HP Product Warranty.
Service Announcement 2080E_25 supersedes Service Announcement 2080E_24. The changes include the following released products:
- Addition of all products announced since Revision 24.
HP Warranty Information
This document contains warranty information for HP products, including Compaq, Digital and Tandem branded products.
Note: Some products detailed are normally only supported directly by the HP Customer Services organisation. This document provides summary information. Please refer to the warranty statement shipped with product for a detailed explanation of the warranty terms associated with a particular product.
This Limited Warranty applies only to HP-branded and Compaq-branded hardware products (collectively referred to in this document as “HP Hardware Products”) sold by or leased from Hewlett-Packard Company, its worldwide subsidiaries, affiliates, authorized resellers, or country distributors (collectively referred to in this Limited Warranty as “HP”) with this Limited Warranty. The term “HP Hardware Product” is limited to the hardware components and required firmware. The term “HP Hardware Product” DOES NOT include any software applications or programs; non-HP products or non-HP branded peripherals. All non-HP products or non-HP branded peripherals external to the HP Hardware Product— such as external storage subsystems, displays, printers and other peripherals—are provided “AS IS” without HP warranty. However, non-HP manufacturers and suppliers, or publishers may provide their own warranties directly.
HP guarantees that the HP Hardware Products that you have purchased or leased from HP are free from defects in materials or workmanship under normal use during the Limited Warranty Period. The Limited Warranty Period starts on the date of purchase or lease from HP. Your dated sales or delivery receipt, showing the date of purchase or lease of the product, is your proof of the purchase or lease date. You may be required to provide proof of purchase or lease as a condition of receiving warranty service. You are entitled to hardware warranty service according to the terms and conditions of this document if a repair to your HP Hardware Product is required within the Limited Warranty Period.
During the Limited Warranty Period, HP will, at its discretion, repair or replace any defective component. All component parts or hardware products removed under this Limited Warranty become the property of HP. In the unlikely event that your HP Hardware Product has recurring failures, HP, at its sole discretion, may elect to provide you with (a) a replacement unit of HP’s choosing that is the same or equivalent to your HP Hardware Product in performance or (b) to give you a refund of your purchase price or lease payments (less interest) instead of a replacement. This is your exclusive remedy for defective products.
It is mandatory that the unit product number and serial number be made available when requesting a warranty service event. Failure to do so may result in the event being deemed out of warranty by HP or, HP's Authorised Service Providers, and therefore chargeable to the requester.
Unless otherwise stated, and to the extent permitted by local law, new HP Hardware Products may be manufactured using new materials or new and used materials equivalent to new in performance and reliability. HP may repair or replace HP Hardware Products (a) with new or previously used products or parts equivalent to new in performance and reliability, or (b) with equivalent products to an original product that has been discontinued. Replacement parts are warranted to be free from defects in material or workmanship for ninety (90) days or, for the remainder of the Limited Warranty Period of the HP Hardware Product they are replacing or in which they are installed, whichever is longer.
- Products external to the system processor (CPU) box, such as external storage subsystems, printers and other peripherals, are covered by the applicable warranty for those products or options.
- An effective repair does not necessarily require the replacement of a defective part. For example, cleaning the heads of a floppy drive or updating revision levels of ROM BIOS on a PCA board are activities that in many instances deliver an effective repair.
- BIOS/Firmware upgrades are not covered under the basic warranty Terms & Conditions. Firmware that is an integral part of the option hardware board is not automatically upgraded when new versions of firmware are released.
Where a specific hardware product problem is found to be caused by a superseded BIOS/firmware revision on an HP component, HP will either bring the firmware up to the latest revision, by exchanging the affected component under warranty, or will recommend that the customer upgrade the firmware using Flash-ROM where appropriate. It is essentially the responsibility of the customer to:
- Ensure that their software is compatible with the latest BIOS/firmware revision.
- Upgrade their firmware to keep it synchronised with the new software releases.
- HP fully understands the concerns raised by customers with regards to the security of any data which may be contained on a hard disk being sent for repair. HP's procedures for handling these items start by acknowledging that all such disks may contain sensitive business or technological information and that all appropriate security is in place to safeguard that information.
- The procedure for handling returned units is as follows:
- The documents accompanying a returned item, record the Authorised Service Provider name and ID number, the serial number of the machine it was removed from and a description of the fault.
- Using the first two pieces of information for warranty verification only, the unit is then transferred to HP in Scotland, where it is mixed with units from all over Europe, Middle East and Africa for return to the repair vendor.
- The repair of the item in no way depends on HP's ability to read any user data contained on the disk.
- During the testing/repair cycle, the disks will have a destructive pattern written onto them that will erase all previously held user data.
- If the media is damaged, it is removed and scrapped.
Note: HP does not support the use of degaussers to erase data on the disks. Doing so will invalidate the warranty as the degaussing will also erase other data on the disk which is required to format the disk and ensure it operates appropriately, for example sector alignment data, error correction logic, bad sector files and the geometry of the drive.
Even with the above processes, customers may still be reluctant to return defective disks due to confidential data contained on the disks. Customers who wish to retain the original disk will be required to purchase a replacement disk to affect the repair or, purchase the "Defective Material Retention" service offer.
All marking and/or branding of HP products must be removable. If the marked or branded product can not be refurbished by HP for use (eg. the branding or tagging removed), then the customer may require to purchase a replacement part or unit. Where marking and/or branding cannot be removed, then the Part credit element of a service event may not be paid.
HP does not guarantee that the operation of this product will be uninterrupted or error-free. HP is not responsible for damage that occurs as a result of your failure to follow the instructions intended for the HP hardware product.
This Limited Warranty does not apply to expendable or consumable parts and does not extend to any product from which:
The serial number has been removed, damaged or rendered defective;
(a) as a result of accident, misuse, abuse, contamination, improper or inadequate maintenance or calibration or other external causes;
(b) by operation outside the usage parameters stated in the user documentation that shipped with the product(including burned monitor screens and incorrect input voltage);
(c) by software, interfacing, parts or supplies not supplied by HP
(d) improper site preparation or maintenance
(e) virus infection
(f) loss or damage in transit
(g) by modification or service by anyone other than
(ii) an HP authorized service provider
(iii) your own installation of end-user replaceable HP or HP approved parts if
available for your product in the servicing country or region.
HP IS NOT RESPONSIBLE FOR DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR REMOVABLE STORAGE MEDIA. HP IS NOT RESPONSIBLE FOR THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY HP WHEN THE PRODUCT IS MANUFACTURED.
Before returning any unit for service, be sure to back up data and remove any confidential, proprietary, or personal information..
HP is not responsible for any interoperability or compatibility issues that may arise when (1) products, software, or options not supported by HP are used; (2) configurations not supported by HP are used; (3) parts intended for one system are installed in another system of different make or model
Limitation of liability
If the HP hardware product fails to work as warranted above, HP’s maximum liability under the limited warranty is expressly limited to the lesser of the price paid for the product or the cost of repair or replacement of any hardware components that malfunction in conditions of normal use. Except as indicated above, in no event will HP be liable for any damages caused by the product or the failure of the product or perform, including any lost profits or savings, business interruption, loss of use or any other commercial or economic loss of any kind, or special, incremental, or consequential damages. HP is not liable for any claim made by a third party or made by you for the third party. This limitation of liability applies whether damages are sought, or a claim made, under this limited warranty or as a tort claim (including negligence and strict product liability), a contract claim or any other claim. This limitation in liability cannot be waivered or amended by any person. This limitation of liability will be effective even if you have advised HP, or an authorized representative of HP, of the possibility of any such damages or even if such possibility were reasonably foreseeable. This limitation of liability, however, will not apply to claims for personal injury.
This limited liability gives specific legal rights. You may also have other rights that may vary from state to state or from county to country. You are advised to consult applicable state or country laws for a full determination of rights.
If HP determines that damage/failure that exists is not covered by the warranty -- i.e. failure of Non-HP memory or options etc. -- the end user will be contacted to determine whether such damage/failure should be repaired for a charge or whether the Product should be returned to the end user as received. All associated transportation and handling costs are charged to the customer.
HP's warranty obligation extends only to products, options, and parts manufactured or distributed by HP, Compaq, Digital or Tandem under their respective brand names.
HP in this statement is the sales subsidiary of Hewlett Packard Corporation in the country where the claim is first raised; if no subsidiary exists in the country, it is Hewlett Packard Corporation GmbH in Munich, Germany.
To enable HP to provide the best possible support and service during the Limited Warranty Period, you will be required to:
- Maintain a proper and adequate environment, and use the HP Hardware Product in accordance with the instructions furnished.
- Verify configurations, load most recent firmware, install software patches, run HP diagnostics and utilities, and implement temporary procedures or workarounds provided by HP while HP works on permanent solutions.
- Allow HP to keep resident on your systems or sites certain system and network diagnosis and maintenance tools to facilitate the performance of warranty support (collectively referred to as “Proprietary Service Tools”); Proprietary Service Tools are and remain the sole and exclusive property of HP. Additionally, you will:
- Use the Proprietary Service Tools only during the applicable warranty period and only as allowed by HP
- Install, maintain, and support Proprietary Service Tools, including any required updates and patches
- Provide remote connectivity through an HP-approved communications line, if required
- Assist HP in running the Proprietary Service Tools
- Use the electronic data transfer capability to inform HP of events identified by the software
- Purchase HP-specified remote connection hardware for systems with remote diagnosis service, if required
- Return the Proprietary Service Tools or allow HP to remove these Proprietary Service Tools upon termination of warranty support
- Not sell, transfer, assign, pledge, or in any way encumber or convey the Proprietary Service Tools
In some cases, HP may require additional software such as drivers and agents to be loaded on your system in order to take advantage of these support solutions and capabilities.
- Use HP remote support solutions where applicable. HP strongly encourages you to use available support technologies provided by HP. If you choose not to deploy available remote support capabilities, you may incur additional costs due to increased support resource requirements.
- Cooperate with HP in attempting to resolve the problem over the telephone. This may involve performing routine diagnostic procedures, installing additional software updates or patches, removing third-party options, and/or substituting options.
- Make periodic backup copies of your files, data, or programs stored on your hard drive or other storage devices as a precaution against possible failures, alteration, or loss. Before returning any HP Hardware Product for warranty support, back up your files, data, and programs, and remove any confidential, proprietary, or personal information.
- Maintain a procedure to reconstruct your lost or altered files, data, or programs that is not dependent on the HP Hardware Product under warranty support.
- Notify HP if you use HP Hardware Products in an environment that poses a potential health or safety hazard to HP employees or subcontractors. HP may require you to maintain such products under HP supervision and may postpone warranty service until you remedy such hazards.
- Perform additional tasks as defined within each type of warranty service listed below and any other actions that HP may reasonably request in order to best perform the warranty support.
Types of hardware warranty service
Listed below are the types of warranty services that may be applicable to the HP Hardware Product you have purchased. For more details, refer to the “Limited warranty period” section.
Customer self repair
HP products are designed with many Customer Self Repair (CSR) parts to minimize repair time and allow for greater flexibility in performing defective parts replacement. If during the diagnosis period, HP identifies that the repair can be accomplished by the use of a CSR part, HP will ship that part directly to you for replacement. There are two categories of CSR parts:
- 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.
- 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, this may be done at no additional charge under the type of warranty service designated for your product.
Based on availability and where geography permits, CSR 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 phone. HP specifies in the materials shipped with a replacement CSR 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.
Parts only warranty service
Your HP Limited Warranty may include a parts only warranty service. Under the terms of parts only service, HP will provide replacement parts free of charge. If HP carries out the repair, labor and logistics costs are at your expense.
Advanced unit replacement warranty service
Your HP Limited Warranty may include an advanced unit replacement warranty service. Under the terms of the advanced unit replacement warranty service, HP will ship a replacement unit directly to you if the HP Hardware Product you purchased is diagnosed as defective. On receiving the replacement unit, you will be required to return the defective unit back to HP, in the packaging that arrives with the replacement unit, within a defined period of time, normally five (5) days. HP will incur all shipping and insurance costs to return the defective unit to HP. Failure to return the defective unit may result in HP billing you for the replacement unit.
Pick up and return warranty service
Your HP Limited Warranty may include a pick up and return warranty service. Under the terms of pick up and return service, HP will pick up the defective unit from your location, repair it, and return it to your location. HP will incur all repair, logistics, and insurance costs for this type of service.
Mail-in warranty service
Your HP Limited Warranty may include a mail-in warranty service. Under the terms of mail-in service, you will be required to ship your HP Hardware Product to an authorized service location for warranty repair. You must prepay any shipping charges, taxes, or duties associated with transportation of the product to the repair location. In addition, you are responsible for insuring any product you ship, and you assume risk of loss during shipping. HP will return the repaired product to you and incur all logistics and insurance costs to return the product to you.
Carry-in warranty service
Your HP Limited Warranty may include a carry-in warranty service. Under the terms of carry-in service, you will be required to deliver your HP Hardware Product to an authorized service location for warranty repair. You must prepay any shipping charges, taxes, or duties associated with transportation of the product to and from the service location. In addition, you are responsible for insuring any product shipped or returned to an authorized service location, and you assume risk of loss during shipping.
On-site warranty service
Your HP Limited Warranty may include an on-site warranty service. Under the terms of on-site service, HP may, at its sole discretion, determine if a defect can be repaired:
- By the use of a CSR part
- By a service call at the location of the defective unit
If HP ultimately determines that an on-site service call is required to repair a defect, the call will be scheduled during standard office hours unless otherwise stated for the HP Hardware Product you purchased. Standard office hours are typically 08:00 to 17:00, Monday through Friday, but may vary with local business practices. If the location of the defective unit is outside the customary service zone (typically 50km), response times may be longer or there may be additional charges. To locate the nearest HP authorized service provider, refer to the HP website at www.hp.com/support.
In order to receive on-site support, you must:
- Have a representative present when HP provides warranty services at your site
- Notify HP if products are being used in an environment which poses a potential health or safety hazard to HP employees or subcontractors
- Subject to its reasonable security requirements, provide HP with sufficient, free, and safe access to and use of all facilities, information, and systems determined necessary by HP to provide timely support
- Ensure that all manufacturers labels (such as serial numbers) are in place, accessible, and legible
- Maintain an environment consistent with product specifications and supported configurations
Listed below are the types of warranty services that may be applicable to the HP Hardware Product you have purchased. For more details, refer to the “Limited warranty period” section. Options limited warranty
The Limited Warranty terms and conditions for most HP-branded options (HP Options) are as set forth in the Limited Warranty applicable to the HP Option and are included in the HP Option product packaging. If your HP Option is installed in an HP Hardware Product, HP may provide warranty service for either the period specified in the warranty documents (HP Option Limited Warranty Period) that shipped with the HP Option or for the remaining warranty period of the HP Hardware Product in which the HP Option is being installed, whichever period is the longer unless stated otherwise in the "Limited warranty period" section. In all cases, the warranty period of the HP Option will not exceed three (3) years from the date you purchased the HP Option. The HP Option Limited Warranty Period starts from the date of purchase from HP or an HP authorized reseller. Your dated sales or delivery receipt, showing the date of purchase of the HP Option, is your warranty start date. See your HP Option Limited Warranty for more details. Non-HP options are provided “AS IS”. However, non-HP manufacturers and suppliers may provide warranties directly to you.
All HP spare parts (see Notes 1 and 2 below) that are used to replace defective parts in a HP product are entitled to:
- the remaining service period of the product in which it is installed; or
- 90 days parts replacement warranty, whichever is greater.
This may include free on-site repair if the HP product is entitled to on-site warranty. See Table - Warranty Services Table.
NOTE 1: The replacement spare part must be a genuine HP spare part.
NOTE 2: This does not include Spare Rechargeable Battery Packs, Spare Compaq Netelligent Products and Network Interface Cards, Microcom Integrated Access Devices, and Compaq External Modems (see below).
Spare Compaq Rechargeable Battery Packs are entitled to a 12 month Parts-only Warranty. Spare Compaq Netelligent, Compaq External Modems and Microcom Integrated Access Products are entitled to the remaining warranty of the replaced product as shown in Table. They do not adopt the remaining service period of the product to which they are connected and or any warranty services to which the product is entitled (this/which may include free on-site repair). Spare Netelligent Network Interface Cards receive lifetime Parts-only Warranty.
NOTE: Spare Part, provided that the replacement part is a genuine HP spare part, purchased to repair ''Out of Warranty'' machines are entitled to 90 days parts-only warranty from date of sale of the spare part to the End User. It is a requirement that an End User Proof of Purchase is provided when claiming spare part warranty. Validation of the spare part warranty will be made against this Proof of Purchase. This may be dependent on local country legislation.
Software limited warranty
Except as provide in the applicable software end-user license or program license agreement, or if otherwise provided under local law, software products, including any software products, freeware (as defined below) or operating systems preinstalled by HP are provided “AS IS” and with all faults, and HP hereby disclaims all other warrantyies and conditions, either express, implied, or statutory, including, but not limited to, warranties of title and non-infringement, any implied warranties, dutues or conditions of merchantability, of fitness for a particular purpose, and lack of viruses.
Some states/jurisdictions do not allow exclusion of implied warranties or limitations on the duration of implied warranties, so the above disclaimer may not apply to you in its entirety. To the maximum permitted by applicable law, in no event shall HP or its suppliers be liable for any special, incidental, indirect, or consequential damages whatsoever (including, but not limited to, damages for loss of profits or confidential or other information, for business interruption, for personal injury, for loss of privacy arising out of or in any way related to the use or inability to use the software product, even if HP or any supplier has been advised of the potential of such damages and even if the remedy fails of its essential purpose.. Some states/jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
HP's only warranty obligations with respect to software distributed by HP under the HP brand name are set forth in the applicable end-user license or program license agreement provided with that software. If the removable media on which HP distributes the software proves to be defective in materials or workmanship within ninety (90) days of purchase, your sole remedy shall be to return the removable media to HP for replacement. For blank tape removable media please refer to the following website: http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?objectID=lpg50101
It is your responsibility to contact non-HP manufacturers or suppliers for their warranty support.
Freeware operating systems and applications
HP does not provide support for software provided under public license by third parties, including operating systems or applications ("Freeware"). Support for Freeware provided with HP Hardware Products is provided by the Freeware vendor. Please refer to the Freeware operating system or other Freeware application support statement included with your HP Hardware Product
Note:If the removable media on which HP distributes the software proves to be defective in materials or workmanship within ninety (90) days of purchase, the sole remedy shall be to return the removable media to HP for replacement. For blank tape removable media please refer to the following web site.
Support for initial setup
Electronic or telephone support for initial setup is available from HP for ninety (90) days from date of purchase. See “Contacting HP” for online resources and telephone support.
- Answering installation questions (how-to, first steps, and prerequisites)
- Setting up and configuring software and options supplied or purchased with HP Hardware Products (how-to and first steps)
- Interpreting system error messages
- Isolating system problems
- Obtaining support pack information or updates for software purchased or supplied with HP Hardware Products
Support does NOT include assistance with:
- Generating or diagnosing user-generated programs or source codes
- Installation of non-HP products
- System optimization, customization, and network configuration.
Limited warranty transfer to another country
Under the HP Global Limited Warranty program, products may be purchased in one country/region and transferred to another country/region, where HP or its authorized service providers offer warranty service for the same product model number without voiding the warranty. Warranty terms, service availability, and service response times may vary from country to country or region to region. Standard warranty service response time is subject to change due to local parts availability. When the product has been transferred to another country it will be entitled to the same warranty as if the product had been purchased in the country to which it has been transferred.
HP is not responsible for any tariffs or duties that may be incurred in transferring the products. Transfer of the products may be covered by export controls issued by the United States or other governments.
HP's Warranty Service Delivery Methods.
HP delivers warranty service on HP products via several delivery methods.
Warranty service is provided during normal business hours, excluding local holidays, and is based on commercially reasonable efforts by HP or an HP Service Provider. Unless otherwise stated, all responses are measured from the time the customer calls HP or until HP has established a mutually acceptable time for support to be performed.
The definitions of HP's Warranty Service Delivery methods are detailed below:
On site Same Business Day: HP aims to ensure that a customer problem will be responded to within 4 hours, following the end users first notification of equipment failure. Unless otherwise stated, all responses are measured from the time the customer calls, or a mutually acceptable time for support to be performed has been established, or HP has begun to provide support or remote diagnostics. This is available on a 24 hour x 7 day basis with a work through until resolution of the problem.
On site One Business Day: HP aims to ensure that the product will be operational by the end of the next business day following the end users first notification of equipment failure. Unless otherwise stated, all responses are measured from the time the customer calls, or a mutually acceptable time for support to be performed has been established, or HP has begun to provide support or remote diagnostics.
For example: Customer reports the failure of a Systems product at any time during business hours on Monday, the product will be fixed by the end of business day on Tuesday.
On site Two Business Day: HP aims to ensure that the product will be operational by the end of the second business day following the end users first notification of equipment failure. Unless otherwise stated, all responses are measured from the time the customer calls, or a mutually acceptable time for support to be performed has been established, or HP has begun to provide support or remote diagnostics.
For example: Customer reports the failure of a Business Desktop product at any time during business hours on Monday, the product will be fixed by the end of business day on Wednesday.
Carry-in Two Business Day: HP aims to ensure that the product will be operational and available to the end user within two business days following arrival of the faulty equipment at the service providers workshop location.
For example: Customer delivers a faulty product to a carry-in repair centre at any time during business hours on Monday, the product will be available for collection by the end of business day on Wednesday.
Carry-in Five Business Day: HP aims to ensure that the product will be operational and available to the end user within five business days following arrival of the faulty equipment at the service provider’s workshop location.
For example: Customer delivers a faulty product to a carry-in repair centre at any time during business hours on Monday, the product will be available for collection by the end of business day on the following Monday.
Mail-in Five Business Day: HP aims to ensure that the product will be operational and returned to the end user within five business days following arrival of the faulty equipment at a HP Service Centre for repair.
For example: Customer delivers a faulty product to a Mail-in centre at any time during business hours on Monday, the product will be returned to the customer by the end of business day on Tuesday of the following week.
Pick Up & Return Two Business Day: HP aims to ensure that the product will be operational and returned to the end user within two business days following the pick up of the faulty equipment from the customer.
For example: HP or an HP Service Provider pick up the defective unit from the customer any time during business hours on Monday, the product will be delivered back to the customer by the end of business day on Wednesday.
Pick Up & Return Five Business Day: HP aims to ensure that the product will be operational and returned to the end user within five business days following the pick up of the faulty equipment from the customer..
For example: HP or an HP Service Provider pick up the defective unit from the customer any time during business hours on Monday, the product will be delivered back to the customer by the end of business day on Friday.
HP Care Pack Services Information
HP also offers extended/upgraded services under the name of Care Pack. A wide range of Care pack services is available to cover most current HP products. It is the customer’s responsibility to register each Care pack with HP so that the related hardware is automatically allocated the correct extended/upgraded service by the EMEA service management system. Refer to the following site for more details.
HP shall not be liable for technical or editorial errors or omissions contained herein. The information in this document is subject to change without notice. HP and the names of HP (Compaq) products referenced herein are trademarks in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.