< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user
Overview
Procedure for submitting a support case to HP.
Audience
Technology Support Technicians
Procedure
Preparation
If you are submitting a case that will involve shipping equipment to HP for repair the following steps must be taken:
- Take pictures of the device prior to packaging, even if there is no damage.
- Pictures must include the top, bottom, and sides of equipment.
- Pictures must be attached to the original ticket in TDX.
- In the case of damaged equipment, the pictures must also be attached to the HP support case.
If you are requesting/receiving a replacement part:
- The defective part will need to be returned, do not throw it away.
- A return address label will be provided.
- After verifying that the replacement part has resolved your issue, pack the defective part in the same box that came with the replacement part.
- Put the new return address label over the old address label currently on the box. Tape the box, and call your receiving department for pickup.
- You can keep the part of the return address label that has the tracking number on it so that you can track the package, if necessary.
Case Submission
Navigate to the HP Support site - MyHPSupport
- Username - CA1239103
- Password - ask your Team Lead
Begin by entering the serial number of the device and select Create Case
Complete the form with as much detail as possible
Upload any pictures that will help with troubleshooting. If equipment is damaged pictures must be attached.
Provide your contact details. You can create a new saved contact to speed up this process in the future.
Provide your office location details.
Select Submit case
Once submitted you will receive a case number. Update the TDX ticket status to On Hold and add the case number in the comments.