Hardware Warranty Questions and Answers
How long is the warranty coverage for my product?
Please refer to the hardware limited warranty period table in the
Who is eligible to start a warranty claim?
The HP warranty on an HP Networking product is available only to the original bona fide end user who purchased that product through an authorized HP distribution channel. A bona fide end user may designate an agent to start an HP warranty claim on their behalf, and HP may require written proof of that agency agreement before processing the warranty claim. If a bona fide end user transfers their HP Networking product to any other party, any remaining HP warranty coverage ceases upon that transfer, and no subsequent party or user is eligible to obtain warranty service on that product.
What should I do before I start a warranty claim?
You should:
•Look at the frequently asked questions and other technical information on the Web at www.hp.com/networking/support to see if any apply to the symptoms you are seeing.
•Look in the latest release notes for your product to see if the symptoms you are seeing might be due to a known issue that has been resolved in a more recent version of software. If so, update your software to see if it resolves the symptoms. You can find the latest release notes and current software on the Web at www.hp.com/networking/support.
•Refer to your product documentation for troubleshooting procedures, and perform appropriate steps. You can find the latest documentation on the Web at www.hp.com/networking/support.
If you are still unable to resolve the issue, please review this warranty booklet prior to contacting HP, and have the following information ready:
•Product serial number, product name, and product number
•Date of purchase of the product and any upgraded or extended warranty coverage (note that you may be required to provide proof of purchase or lease)
•Detailed description of the symptoms, including when the symptoms first occurred and how frequently they are occurring
•Detailed description of any changes made to your product’s configuration or network environment prior to the start of the symptoms occurring
•Detailed description of the troubleshooting steps you have performed and the results of those steps
•Software revision currently on the product
Any product that has had its serial number removed or is not a genuine HP Networking product is not eligible for warranty coverage.
How do I start a warranty claim?
If you purchased upgraded or extended warranty coverage from HP, such as through an HP Care Pack or other type of HP service contract, you should call the phone number that was provided to you when you or your reseller registered the HP Care Pack or purchased the HP service contract. If you did not purchase upgraded warranty coverage from HP, you should contact HP or contact your HP reseller if they are
If possible, you should contact HP from a location where it is easy for you to access the product. HP requests that you contact HP as warranty failures occur and not wait until you have several defective units. It will be more difficult for you to provide the information that HP needs to confirm and process your warranty claim if you delay requesting a warranty claim. Also, parts availability may affect HP’s ability to send you all the replacement units in a timely manner if you request several units at one time.
What happens when I call HP for a warranty claim?
(If you purchased upgraded or extended warranty coverage from HP, please refer to the information provided to you when you purchased that coverage.)
You will be asked for some information about your product, including its product number, its serial number, and when you purchased it, so HP can confirm your product is still within the warranty period and identify what level of coverage you are entitled to. In some situations, you may be asked to provide proof of purchase or lease. HP will ask you to describe the symptoms that your product is showing and what troubleshooting steps you have already taken to determine this product is failing. You might also be asked to provide some information about the product’s configuration and software revision, as well as your network topology and environment.
HP will then decide if some additional troubleshooting steps are necessary to confirm that the product is having a hardware failure or to isolate the failure between, say, a module in a switch and the switch chassis. HP will ask you to perform these steps and can answer questions you might have about how to perform the steps. In some cases, HP may ask you to update to a more current version of software on your product as part of the troubleshooting.
In order to help minimize the impact of the possible failure, it is important that you assist HP with the troubleshooting. For example, if a symptom is actually due to a configuration issue and not a hardware failure, sending you a replacement part will not resolve the issue and could result in additional network downtime for you.
Once HP has confirmed that your product is having a failure covered under warranty and knows what replaceable part you need, HP will send the part to you.
Where can I find additional questions and answers about the hardware warranty?
Please refer to the questions and answers on the Web at www.hp.com/networking/warranty.
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