HP MPS Service. HP MPS Printer Identification Stickers

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Mervyn Johnston
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1 HP MPS Service We welcme yu t HP Managed Print Services (MPS). Fllwing yu will find infrmatin regarding: HP MPS printer identificatin stickers Requesting service and supplies fr devices n cntract Tner recycling instructins Requesting devices t be mved, added, changed r deleted HP MPS Printer Identificatin Stickers Each device included in yur MPS prgram has a printer sticker affixed t the device. A unique number has been assigned t identify the device inside ur service database. In the example t the left the printer identificatin number is This unique number helps HP cnnect all the service histry and supplies activities t the device. Anytime yu make an inquiry and use this number, ur emplyees have access t specific infrmatin regarding service visits, service ntes, supplies inventry activity, shipping advice, and any service r supplies related actins HP has taken t manage this device. Once yu have lcated the unique printer identificatin number displayed n the printer sticker, yu can submit a request fr service r supplies. Requesting Service and Supplies HP ffers three ptins fr making requests fr service r supplies: Calling a tll free number: Sending an request t: CMPS-US-Dispatch@hp.cm Accessing a Web Prtal t submit a request: Calling a Tll Free Number: End-users have an ptin t call HP directly t request service r supplies at: Live peratrs answer calls frm 8AM t 5PM, Mnday thrugh Friday, in all time znes within the cntinental United States. If a call is placed utside f nrmal business hurs the caller is ruted t a vice mailbx t leave a message. Messages are reviewed at the beginning f each business day and apprpriate call entry and dispatch actins are cmpleted as sn as pssible. Page 1

2 Fllwing is an example f a typical calling experience. Reminder: Please have the unique printer identificatin number available befre yu place a call (see HP MPS Printer Identificatin Sticker sectin previus). If yu d nt knw the printer identificatin number, a serial number can be prvided instead. A call peratr will ask a series f questins abut the nature f yur call: First, the call peratr will ask if yu are calling t request service n yur device, r t rder supplies. The call peratr will ask fr basic details n yur service r supplies request. Fr instance, if service is requested, yu may be asked t prvide an errr number/descriptin r t describe the device behavir yu are experiencing. If rdering supplies, the call peratr may verify which supplies are needed if there is mre than ne cartridge type available. The call peratr will cnfirm yur name, phne number, and physical lcatin f the device assciated with the identificatin number prvided. The call peratr creates a service request fr actin t be taken. A service visit ticket is created fr supplies requests as well thereby assigning a service ticket fr every request regardless if the request is fr service r supplies delivery. Service ticket cnfirmatin number is available fr viewing in the Express Decisin Prtal (EDP) r can be prvided by the peratr ver the phne. Nte: The average call int the HP Call Center takes apprximately 2-5 minutes t cmplete. Sending an Request t: CMPS-US-Dispatch@hp.cm A secnd ptin fr requesting service r supplies is accmplished by sending an message t: CMPS- US_Dispatch@hp.cm This cntact ptin is nt dcumented n the printer sticker, but is an easy request methd fr yu t use. Fllwing are basic instructins that will help ur Dispatchers respnd t yur request efficiently: In the Subject Line, please indicate: New Service Request In the bdy f the message please include: Printer identificatin number Descriptin f the service r supplies needed fr the device Yur full name The physical address f the device (used fr cnfirmatin nly) Send the message Yu will receive a cnfirmatin message including a service visit number Page 2

3 Accessing a Web Prtal t send a request: Enter the URL in yur web brwser: Suggestin: Bkmark this URL Nte: If yu experience issues lgging in, please cntact yur partner. 1. Upn entry t the site, answer the security questin. Example: Hw many eggs are in a half a dzen? Answer: 6 2. Prvide data fr the required fields: a. address b. Printer ID c. First and Last name d. Phne 3. At Abut the service select either Tner r Printer Issue. a. When yu select Tner : i. Select the cartridge needed. ii. Select yes r n t answer the questin, Can yu still print? Prviding this answer helps HP understand the pririty f the respnse needed. iii. Add any Ntes that are helpful fr the call peratr t dcument abut the supplies request. b. When yu select Printer Issue : i. Als select Type f Issue chsing either The prints cme ut lking dd r Smething else is wrng with this device Page 3

(see next page) 1. When yu select The print cmes ut lking dd a. Select the Print Quality Descriptin that best describes the print quality b.

Select the Device Issue Descriptin that best describes what is happening with the device b.

Click Submit request t cmplete yur request Tner Recycling Instructins Nte: Return shipping labels are fund inside the recycling prgram packet included in

When yu receive and have installed a new tner cartridge, lcate the HP Planet Partners recycling prgram packet (see sample belw left) and the shipping

4 (see next page) 1. When yu select The print cmes ut lking dd a. Select the Print Quality Descriptin that best describes the print quality b. Prvide any Ntes that wuld be helpful fr the Technician t understand 2. When yu select Smething else is wrng with the device a. Select the Device Issue Descriptin that best describes what is happening with the device b. Prvide any Ntes that wuld be helpful fr the Technician t understand 4. Click Submit request t cmplete yur request Tner Recycling Instructins Nte: Return shipping labels are fund inside the recycling prgram packet included in yur shipment. Open the pamphlet t lcate the return shipping labels inside. When yu receive and have installed a new tner cartridge, lcate the HP Planet Partners recycling prgram packet (see sample belw left) and the shipping label (see sample belw right). Use the materials frm the new tner cartridge bx t repackage the spent cartridge and place it in the bx in which the new cartridge was delivered. Apply the shipping label and arrange fr the bx t be sent via UPS t a recycling lcatin. If the shipping label is misplaced r cannt be fund, call the HP tll free number and ask the call peratr t yu a shipping label. Page 4

5 Requesting devices t be mved, added, changed, r deleted Occasinally, yur rganizatin will benefit frm making changes t yur print fleet. In fact, yur partner might make recmmendatins t help yu lwer yur verall printing csts, and better utilize yur print devices. Yur MPS prgram is flexible and allws fr these changes withut a change t yur MPS cntract. Ntify yur partner t make changes t yur devices under cntract: Mve, Add, Change r Delete Yur partner is respnsible fr maintaining the print fleet infrmatin inside f the Express Decisin Prtal (EDP) and will facilitate the cmmunicatin with HP when yu need t mve, add, change, r delete a device. Please cntact yur partner and prvide the infrmatin belw fr each scenari. When adding a new device, include the fllwing infrmatin when yu ntify yur partner: In the Subject Line: Add Device t MPS Prgram Yur first and last name Device make and mdel Street address where the device is lcated Physical lcatin f the device at the address prvided: Example third flr NE crner Serial number Netwrk IP Address and cnfirmatin the device is reprting Scanned cnfiguratin page printed frm the device, including the page cunt If yu were prvided spare printer stickers, please prvide the number assigned t this device; If yu d nt have spare stickers, ne will be sent t yu t affix t the device When changing, mving r deleting a device frm yur print fleet, include the fllwing infrmatin when yu ntify yur partner: In the Subject Line: Address change r Remve Device frm cntract Printer identificatin number r serial number Street address where the device is lcated Physical lcatin f the device at the address prvided: Example third flr NE crner New lcatin f the device (if applicable) Effective date f change Nte: If deleting a device, please prvide a reasn fr remving the device, and a final page cunt befre remving the device frm the netwrk. Page 5

6 Cnclusin This dcument cntains helpful infrmatin t supprt yur MPS prgram. If yu need additinal assistance, please cntact yur partner, r cntact HP using ne f the cntact methds dcumented abve (see Requesting Service and Supplies). We thank yu fr chsing HP as yur MPS prvider. 4AA7-1050ENUS, September 2017 Page 6

Requesting Service and Supplies

HP MPS Service We welcme yu t HP Managed Print Services (MPS). Fllwing yu will find infrmatin regarding: HP MPS printer identificatin stickers Requesting service and supplies fr devices n cntract Tner