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Hewlett Packard support and warranty procedures for HE NDNA (National Desktop and Notebook Agreement) scheme
Published Date : 13 Jun 2013   Last Updated : 21 Oct 2013   Content Ref: TEC3338898  





Requirements

This article provides the support and warranty information for those who have purchased HP product from RM through the NDNA (National Desktop and Notebook Agreement) scheme for HE (Higher Education).
Note: If the product is not part of the NDNA scheme, you will need to contact HP directly following the process in TEC1655845 in the Other Useful Articles section below.



Procedure

H.E with NDNA support

Those with NDNA support have the option to contact HP directly on 0845 161 0030 or to log a support call via the RM HE support team:

You will need to provide the following information:

  • Customer ID.
  • Serial number of the computer (can be found on the computer).
  • Product code (can be found on the computer).
  • Name and contact details of the person reporting the issue.
  • Brief description of the issue.

DOA (Dead on Arrival)/GRD (Goods Returned Docket) process

If your NDNA product fails within 30 days of the date of receipt (date of issue of the invoice), please report this to RM as a DOA. If you are reporting a fail after 30 days, please log this via the normal support process. You will need to contact the RM HE Order Coordination team to process a replacement:

You will need to provide the following information:

  • Customer ID.
  • RM order number.
  • Serial number of the computer (can be found on the computer).
  • Product code (can be found on the computer).
  • Name and contact details of the person reporting the issue.
  • Brief description of the issue.

Possibly chargeable due to accidental damage but still in warranty period

Those that have an issue that could possibly be a chargeable repair but still in the warranty period of NDNA, you need to contact HP directly on 0845 161 0030 to log a support call via the RM HE support team:

You will need to provide the following information:

  • Customer ID.
  • Serial number of the computer (can be found on the computer).
  • Product code (can be found on the computer).
  • Name and contact details of the person reporting the issue.
  • Brief description of the issue.

Chargeable out of warranty

For an NDNA system that is out of warranty you need to contact HP directly on 0845 161 0030 to log a support call.

You will need to provide the following information:

  • Customer ID.
  • Serial number of the computer (can be found on the computer).
  • Product code (can be found on the computer).
  • Name and contact details of the person reporting the issue.
  • Brief description of the issue.


Other Useful Articles

Hewlett Packard support and warranty procedures for non H.E. NDNA scheme customers (TEC1655845)

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Document Keywords: HP, Hewlett Packard, NDNA, HE, he, ndna, 3338898, H.E


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