Service and Support

Hewlett-Packard and its authorized dealers stand behind the HP product you have purchased. Obtaining Technical Support HP Service Agreements Obtaining Service Returning Your Tape Drive for Service HP Customer Support Web Site

Before calling for service or support:

• Check that your drive is installed correctly.
• Check the troubleshooting advice in this User's Guide and in the documentation that came with your computer, the host adapter, and your backup software.
• Check the HP Customer Support Web Site.

Obtaining Technical Support

If you need help, your dealer has the latest information regarding HP products and services and can provide support under HP's comprehensive menu of reseller services. If your dealer is not able to help, you can obtain support from HP directly either through online services or by telephone.

Obtaining Service

Please use the Customer Service Form to collect the details that our Customer Service Representative will need to help solve your problem.

During the warranty period: HP provides a free telephone support service during the warranty period. Contact your local HP dealer or the appropriate HP technical support contact for your area (see list above). You will be connected to a responsive team waiting to help you.

After the warranty period: If you require support after your warranty has expired, you can receive support for a fee through the same telephone numbers. The fee is charged on a per incident basis. Alternatively, you can contact your local HP dealer who will be able to advise you and arrange for service.

HP Service Agreements

HP offers a number of service agreements to meet your needs. Contact your local dealer or nearest HP office for further information.

Returning Your Tape Drive for Service

All HP SureStore Tape products, except the DAT24r drive, come with a 24-hour Express Exchange warranty (not available in all countries). The DAT24r drive has a three-year on-site warranty, which means that Hewlett-Packard will provide a next-day response, on-site service.

Before returning a drive, call the Customer Support Center for your area. When you call, make sure that you have the following information available:

• The product name and serial number (see inside front cover)
• Date of purchase
• A description of the product fault
• A contact name for details of the failure
• A contact telephone number
• Your shipping address

The telephone service agent will verify that the unit is faulty and will make sure that a replacement unit is sent to you within 24 hours. When you receive the replacement unit, remove it from the packaging and use the packaging material for returning the faulty unit. All shipment costs are prepaid by HP.

When returning the drive to HP, any damage caused as a result of inadequate packaging is your responsibility. Use the original packing materials whenever possible.

Worldwide Online Services

HP offers electronic services that give you a fast, interactive way to access information and help on set-up, configuration, installation and operation of your product. The online services are available on the World Wide Web and FTP, as well as the country-specific resources listed later in this section.

World Wide Web

Software drivers, product and support information are available from HP's web site on the Internet at http://www.hp.com/go/tape

FTP

Software drivers, product and support information are available from our FTP site on the Internet at ftp.hp.com/pub/information_storage/surestore

America Online

Download software, firmware and support documents and discuss issues in user forums. Find us with keyword hpstor.

North and South America

Internet E-mail:

Send messages to HP SureStore technical support at SureStore_Support@HP-Loveland-om10.om.hp.com.

Messages are usually answered within 48 hours.

QuickFAX Faxback Service:

Use this automated system to request product information or technical support documents to be faxed to you.

Telephone: +1 (800) 368-9673 or +1 (970) 635-1510

Fax:

Faxes are answered within 48 hours.

Fax Number: +1 (970) 667-0997

Mailing Address:

HP SureStore Technical Support
815 14th Street SW, Bldg. E
Loveland, CO 80537 USA

Telephone Support:

Hours of Operation: Monday - Friday, 6am - 6pm (Mountain time)

Telephone: +1 (970) 635-1000
Canadian Customers: +1 (905) 206-4663

Europe

Telephone Support:

There is no charge for technical support during the warranty period; a per-incident charge applies after the warranty period.

Hours of Operation: Monday - Friday, 8:30 - 18:00 (Central European time)

Australia

Bulletin Board:

Download software, firmware and support documents, and leave messages for technical support.

Telephone: (03) 9890 0276

HP First Faxback Service:

Automated system to request product information or technical support documents to be faxed to you free of charge. Available 24 hours a day.

Telephone: (03) 9272 2627

Fax Machine:

Faxes are answered within 24 hours.

Fax Number: (03) 8877 3520

Telephone Support:

Hours of Operation: Monday - Friday, 8:30am - 5:30pm (Eastern Standard Time)

Telephone: (03) 9272 8000

China (PRC)

Bulletin Board:

Download software, firmware and support documents, and leave messages for technical support.

Telephone: (10) 6592 4568

HP First Faxback Service:

Automated system to request product information or technical support documents to be faxed to you free of charge. Available 24 hours a day.

Fax Number: (10) 6505 5280

Telephone Support:

Hours of Operation: Monday - Friday, 8:30 - 17:30

Telephone Numbers: (10) 6505 3888

Hong Kong

Bulletin Board:

Download software, firmware and support documents, and leave messages for technical support.

Telephone: 2506 2210

HP First Faxback Service:

Automated system to request product information or technical support documents to be faxed to you free of charge. Available 24 hours a day.

Fax Number: 2506 2422

Fax Machine:

Faxes are answered within 48 hours.

Fax Number: +65 274 2033 (Singapore)

Telephone Support:

Hours of Operation: Monday - Friday, 9:00 - 17:00

Telephone Numbers: 800 96 7729

India

Bulletin Board:

Download software, firmware and support documents, and leave messages for technical support.

Telephone: 22 506 2210

Internet E-mail:

Send messages to HP SureStore technical support at:
csc_india@hp.com

Messages are usually answered within 48 hours.

HP First Faxback Service:

Automated system to request product information or technical support documents to be faxed to you free of charge. Available 24 hours a day.

Fax Number: 22 506 2422

Telephone Support:

Hours of Operation: Monday - Friday, 9:00 - 17:00

Telephone Number: 800 967729 (toll free)

Indonesia

HP First Faxback Service:

Automated system to request product information or technical support documents to be faxed to you free of charge. Available 24 hours a day.

Fax Number: 21 352 2044

Fax Machine:

Faxes are answered within 48 hours.

Fax Number: +65 274 2033 (Singapore)

Telephone Support:

Hours of Operation: Monday - Friday, 9:00 - 17:00

Telephone Number: 21 350 3408

Japan

World Wide Web:

Information from HP Japan at http://www.jpn.hp.com

Bulletin Board:

Download software, firmware and support documents, and leave messages for technical support.

>NIFTY SERVE: GO FHPSYS

HP First Faxback Service:

Use this automated system to request product information or technical support documents to be faxed to you free of charge. Available 24 hours a day.

Telephone: (3) 3335-8622

Telephone Support:

Hours of Operation: Monday - Friday, 9:00 - 17:00

Telephone Number: (3) 3335-8333

Korea

Mailing Address:

Hewlett Packard Customer Support Center
1F, Yongsan Electronic Office
16-58, Hangangro 3-ga, Yongsan-gu,
Seoul, Korea

Bulletin Board:

Download software, firmware and support documents; leave messages for technical support.

Telephone: Hitel: (02) 762-0228 or Chollian: (02) 220-2001

Address: Go HPK

World Wide Web:

Access information from HP Korea at www.hp.co.kr

HP First Faxback Service:

Automated system to request product information or technical support documents to be faxed to you free of charge. Available 24 hours a day.

Telephone: (02) 769-0543

Fax Machine:

Faxes are answered within 48 hours.

Fax Number: (02) 3270-0707, (02) 3270-0777

Telephone Support:

Hours of Operation: Monday - Friday, 9:00 - 18:00

Telephone: (02) 3270-0700 or toll-free at 080-999-0700

Malaysia

HP First Faxback Service:

Fax Number: (03) 298 2478

Fax Machine:

Faxes are answered within 48 hours.

Fax Number: +65 274 2033 (Singapore)

Telephone Support:

Hours of Operation: Monday - Friday, 9:00 - 17:00

(03) 295-2566

New Zealand

Bulletin Board:

Download software, firmware and support documents.

Telephone: (09) 356 3660

HP First Faxback Service:

Automated system to request product information or technical support documents to be faxed to you free of charge. Available 24 hours a day.

Telephone: (09) 356 6642

Fax Machine:

Faxes are answered in 24 hours or less.

Fax Number: +61 (3) 8877 3520 (Australia)

Telephone Support:

Hours of Operation: Monday - Friday, 9am - 5pm (Auckland time)

Telephone: (09) 356 6640

Philippines

Bulletin Board:

Download software, firmware and support documents, and leave messages for technical support.

Telephone: 2 811 0528

HP First Faxback Service:

Automated system to request product information or technical support documents to be faxed to you free of charge. Available 24 hours a day.

Fax Number: +65 275 7251 (Singapore)

Fax Machine:

Faxes are answered within 48 hours.

Fax Number: +65 274 2033 (Singapore)

Telephone Support:

Hours of Operation: Monday - Friday, 9:00 - 17:00

Telephone: 02 867 3551

Singapore

Mailing Address:

Hewlett-Packard Far East (Pte) Ltd.
438 Alexandra Road
#07-01/04 Alexandra Point
Singapore 119958

HP First Faxback Service:

Automated system to request product information or technical support documents to be faxed to you free of charge. Available 24 hours a day.

Telephone: 275 7251

Fax Machine:

Faxes are answered within 48 hours.

Fax Number: 274 2033

Telephone Support:

Hours of Operation: Monday - Friday, 9:00 - 17:00

Telephone: 272-5300

Taiwan (ROC)

Mailing Address:

Hewlett Packard Customer Support Center
8F, 337, Fu-Hsing North Road,
Taipei 104, Taiwan, R.O.C.

Fax Machine:

Faxes are answered within 48 hours.

Fax Number: +866 2 251 40276

Telephone Support:

Hours of Operation: Monday - Friday, 8:30 - 17:30

Telephone: +866 2 27 170055

Thailand

Fax Machine:

Faxes are answered within 48 hours.

Fax Number: +65 274 2033 (Singapore)

Telephone Support:

Hours of Operation: Monday - Friday, 8:30 - 17:30

Telephone: (02) 661-4011

Vietnam

Fax Machine:

Faxes are answered within 48 hours.

Fax Number: +65 274 2033 (Singapore)

Telephone Support:

Hours of Operation: Monday - Friday, 8:30 - 17:30

Telephone: (08) 823-4530