Preparing Notebook for Mail-In Service at an HP Certified Service Center

HP has certified service centers World Wide. These service centers have trained personnel who know how to correctly diagnose and repair your HP notebook PC. They only use HP certified parts for the repair. By using an HP certified repair center, you can be assured your notebook PC will be repaired correctly.

See HP Total Care for service and support options for your in-and out-of-warranty products.

For service in Canada and the United States, Contact HP to schedule a repair with a certified HP service center. The HP agent will determine if the HP notebook PC needs to the repaired at a service center. If a repair is needed, they will schedule a pick-up of the notebook PC. The repair generally takes 5-10 business days including shipping.

For service in countries or regions other than Canada and the United States, see your local HP retailer or contact HP directly

By sending your HP Presario or Compaq Pavilion notebook PC to HP to be repaired, you agree to the following conditions:

The HP Data Transfer Service may be available to customers that do not currently have a data backup solution. Customers are charged for the service before the computer is shipped to HP for repair. If the service technician is able to access the data (the hard drive must be working properly) then the customers data files (not programs) will be saved and reloaded back onto the customers hard drive after the computer is repaired.

Include accessories ONLY if it would help the technician determine the issue with your unit. This includes PCMCIA cards, floppy, DVD, and CD-ROM drives, AC adapters, additional third-party RAM, secondary or optional batteries, sync cables, etc. Always return the battery with your unit.

Do not include DVD movies, Software CDs, Music CDs, port replicators, docking stations, external monitors, product manuals, or carrying cases.

Include a list of any accessories being sent with the computer. Also include your name, phone number, and address, as well as the Case Number and Customer Service Order (CSO) number. If any discrepancies are noted at the repair center, you will be contacted immediately.

To prevent damage during shipping, please pack your unit with at least 3 inches of industry standard packing material all the way around your unit. If this is not done, you will be responsible for any damages incurred during shipment. If you are returning the unit in its original packaging, please note that the packaging will not be returned to you. If the damage or problem with your unit is deemed customer damage by the repair center, the repair warranty will be void and the repair will be completed once you have been notified of the damage and payment information has been collected.

HP uses a HP Certified Courier (e.g., Federal Express) to pick up the notebook PC at a location that you designate. When the HP Certified Courier arrives to pick up your HP Notebook, do not release the notebook to the courier until you are provided a tracking number. If the HP Certified Courier does not provide a receipt with a tracking number, do not allow the notebook PC to be taken. The CSO number should be plainly viewable on the outside of the box.

To check on the status of your order, use the Customer Service Order (CSO) number that was given to you at the time you submitted your service order, and refer to the Customer service order status web page.

Repairs generally take 5-10 business days. Use the Customer service order status web page to track the progress of your repair. Due to parts back orders, shipping issues, or circumstances beyond HP's control, your repair may require additional time. In these situations, you will be notified by HP.