Requesting Service and Supplies

Transcription

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 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. Fllwing is an example f a typical calling experience. Page 1

2 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 3-5 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) Yu will receive a cnfirmatin message including a service visit number. Accessing a Web Prtal t send a request: Enter the URL in yur web brwser: Page 2

3 Suggestin: Bkmark this URL 1. Cmplete lgin: a. address b. Printer ID c. Click Next 2. Prvide additinal details abut yur request: a. First and last name b. Phne Number c. Select a Service chse the mst applicable frm the drpdwn menu 3. When yu select Deliver & Install Tner r Drp ff Spare Tner (Back Up): a. All cartridge ptins fr the device are displayed b. Select the clr(s) needed and indicate quantity Nte: Please rder supplies fr the device fr which yu inquired nly. Back-up supplies shuld be used in rtatin. 4. When yu select Pr Print Quality r Mechanical Printer Prblem r Printer Des Nt Print please include details in the Add Ntes field 5. If making mre than ne request n the same device, click Add Task t see yur request reflected in the Pending Service Visit infrmatin displayed. Add additinal requests befre clicking Submit Request. Page 3

4 Tner delivery ptins: Tner Order Optin Call the HP Dispatch phne number: t HP Dispatch cmps-us-dispatch@hp.cm Webprtal (Service Express) Autmatic Tner Replenishment (ATR) system generated Delivery Optins UPS Overnight, UPS 2-day, r UPS Grund The persn making the call wuld request the delivery methd UPS 2-day UPS Grund (3-5 days t mst lcatins) Tner ruting label: On the tner cartridge bx yu will find a ruting label n the right end panel f the tner bx as yu lk at the shipping label. The label will be in the upper left crner f that right end panel. The ruting label will include the fllwing infrmatin as entered in the database: Cntact Name Cntact Phne Special Instructins: Printer Name/directins t printer Ruting infrmatin: 6-digit printer ID and service visit Serial number Internal HP rder number The ruting label is designed t assist in lcating the device that needs the assciated tner cartridge. Page 4

5 Tner Recycling Instructins 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). Using 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 5