HP Care Pack Fundamentals

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Course Objectives
After completing this course, you should be able to:

Goal:

As an agent, they are understanding how Care Packs work is crucial in terms of making contextual offers when
taking calls. This module will give agents an in-depth learning of Care Packs allowing them to make accurate
offers when taking calls.

Objectives:

Have an in-depth review and understanding of various learnings surrounding Care Packs from previous topics.

Get oriented with the various Care Pack offerings for common product lines.

Learn the key features and benefits of core Care Pack offerings.

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HP Care Pack Agenda

1. Why HP Care Packs

2. Base Warranty

3. HP Care Packs Offers

4. Care Pack Service Portfolios

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Why Sell HP Care Packs?

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Why sell HP Care Packs?
Increase customer retention
1. Customer retention without an HP Care Pack: 67%
2. Customer retention with an HP Care Pack: 90%

Boost margin

Retire quota faster

Excellent ROI for the customer

1. Less downtime
2. Access to professional support
3. Improved budget predictability

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The difference between Standard
Warranty and HP Care Packs

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HP Standard PC Hardware Warranty

• Offer 1 year of limited parts and labor with 90-day phone support

• HP Reconditioned PCs: 90-day limited parts, labor, and phone

• Limited 2-year parts and labor on some platforms with 90-day phone
support

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Basic Warranty VS HP Care Pack Services
Brief Comparison between Standard Warranty and HP Care Packs

Warranty Provides:

1. Protection against manufacturer defects

2. Response time is standard

3. Does not cover accidents

4. Does not cover support for the operating system or network

5. 90-Day Phone Support

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Basic Warranty VS HP Care Pack Services
Brief Comparison between Standard Warranty and HP Care Packs

HP Care Pack Service Provides:

1. Service offered beyond warranty for increased availability and performance

2. Customizable response time (Next Business Day, On-Site Service, Exchange Service, etc)

3. It can cover liquid spills, Electrical surges, Falls, and other accidents

4. Software support available

5. Phone Support during the HP Care Pack contract

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How to Purchase HP Care Packs?
Two Ways to Purchase HP Care Packs

1. While Hardware is Still Under Warranty

• Regular HP Care Packs

• The Care Pack start date reverts to the Hardware Purchase Date

• Unit must be in good working condition

• Available for:

Consumer products - up to 1 – 3 years

Commercial products - up to 3 – 5 years

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When Hardware is still under warranty

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How to Purchase HP Care Packs?
Two Ways to Purchase HP Care Packs

2. When Warranty or HP Care Pack Coverage Expires

• Post-Warranty (PW) Care Packs

• 1-year plan only

• Care Pack coverage starts 30 days after the date of purchase

• Unit must be in good operating condition – may be inspected

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When Warranty or HP Care Pack Coverage Expires

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HP Care Pack – Post Warranty Timeline

START END

Base Warranty Period—1 year One Year One Year

Post Warranty: 1 year in duration

Care Pack—2 years One Year

Post Warranty: 1 year in duration

Care Pack—3 years

*The coverage period must be within the Hardware product lifecycle, i.e. before “end-of-
service-life”*
*Care Pack Central should be utilized to determine available valid Care Packs at the time of sale

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HP Care Pack Service Briefs

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 HP Next Business Day Onsite Service
Service highlights:
LIMITS DOWNTIME

Provides faster response time for customers who want to reduce downtime on
units experiencing technical problems

Service benefits:
HP NEXT BUSINESS DAY ONSITE SUPPORT:
• Increases Productivity
• Lower, More predictable Costs
• Professional Service

HP Next Business Day Onsite Support is available for Desktops, Notebooks,

Tablets, and Workstations.

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HP Accidental Damage Protection (ADP)

Accidental Damage Protection allows the customer to avoid out-of-pocket

repair or replacement costs caused by accidents such as drops, spills or
electrical surges.

Service highlights Service benefits

• Remote problem diagnosis and support • Improved product uptime
• Onsite hardware support • Flexibility to meet specific service needs
• Replacement parts and materials • Convenient onsite support from qualified
• Firmware updates for selected products
experts
• Choice of coverage windows and response times
• Access to electronic support information and services

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HP Travel Support Service

HP Next Business Day Support for Travelers is ideal for those who travel
internationally and want to have the same type of coverage—Next Business
Day Onsite, Accidental Damage Protection (ADP), or Defective Media
Retention (DMR)—while abroad, thereby limiting downtime and enhancing
productivity.

Key features
• Coverage includes parts and labor
• Available for up to 5 years
• Standard business hours coverage
• Remote problem diagnosis and support
• Next Business Day Onsite Service
• Repairs made with certified HP parts

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HP Travel Support Service
Customer benefits

• Travel worry-free with local language telephone and onsite support in

select countries

• Reduce downtime while traveling due to hardware failure

• Protect your business reputation by having a plan if your system fails at

a critical time while abroad

• Add Accidental Damage Protection where available to protect against

drops, spills, and accidental damage while traveling

• Add Defective Media Retention where available to be able to retain

your hard drive in case of failure while traveling

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SmartFriend Service
OVERVIEW

The HP SmartFriend Service helps you solve a wide range of technical issues that may arise with your PCs and
tablets. HP SmartFriend connects you with certified agents who can remove viruses, improve PC performance,
solve software errors, and connect your devices to a wireless network.

FEATURES
Virus removal, Error Troubleshooting, “How-to” assistance
Software installation and configuration, Connectivity assistance, blocking unwanted third-party tracking
Phishing and identity theft, Social media privacy support, Parental control setup, and troubleshooting

Scope of service: Advisory software support for consumer PCs

Service Delivery: Phone, Chat & Remote Support
Subregion: India, SG, AU & NZ
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HP Defective Media Retention

This option allows you to retain defective hard drives or SSD/flash drive components that you do not want to
relinquish due to sensitive data they might contain.

All eligible drives on a covered system must participate in the defective media retention.

Remote problem diagnosis and support

Hard drive failures and battery replacement issues can be resolved by creating an automatic support case.
For all other matters, contact HP Customer Support for remediation.

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HP Active Care

Service overview HP Active Care is a world-class PC service and

support for office and mobile workers. Active Care helps IT achieve
optimal uptime and fast resolution support on HP devices. With
remote technical support, predictive device health analytics,
remediation services, and Next Business Day Onsite Response,
Active Care keeps employees up and running in the office or on the
go.

Active Care also Optimizes PC uptime with predictive, proactive

analytics that let IT know the condition of every PC in their fleet. HP
quickly identifies issues when and where they occur, orders
replacement parts, and installs them as needed.

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HP Post-Warranty Pick-up and Return

• Receive convenient door-to-door hardware service.

• This value-priced HP Care Pack offering provides

high-quality door-to-door hardware service.

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Battery Replacement

OVERVIEW

The Battery Replacement Service offers a convenient onsite method for replacing failing batteries. One (1)
replacement battery will be provided if the originally purchased battery is detected with a failure resulting from
defects in materials or workmanship or has a diminished charging capacity below 50 percent.

BENEFITS

This service is complete once you have received one battery replacement or when the service period expires
on the supported product, whichever event occurs first.

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HP Care Pack Tools

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HP Support Center (Product Warranty Check Tool)

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HP Care Pack Central (CPC) 2.0

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