Press Release : April 24, 2012

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HP Enhances Self-Maintainer Support Program

Program offers commercial IT users in the United States and Canada additional warranty support option to save time and money

Topics:Technology and Innovation

PALO ALTO, Calif. -- HP today announced enhancements to its HP Self-Maintainer Program, which enables qualified commercial customers to save time and money on their IT maintenance by directly managing warranty service for their HP products.

Participants can use the online HP tool to seek warranty repairs, reach dedicated support teams, obtain discounts on non-warranty parts and receive labor reimbursements for qualified repairs. The HP Self-Maintainer Program is provided at no additional cost to eligible customers who qualify by meeting an annual purchase volume threshold and by completing HP’s technician training and certification process.

The enhanced HP Self-Maintainer Program provides customers with a more intuitive and user-friendly comprehensive support solution. Specific improvements include:

• An improved part-ordering and warranty-claims system – Completely revamped, and now includes automated claim closure.
• Better part handling – Greatly simplified part returns and invoicing.
• Better reporting – New performance reports and better financial-reporting capabilities.
• Improved and more accessible program information – Easier access to up-to-date program information for sales and customers.
• Easier enrollment – Completely refreshed and easy-to-understand online enrollment materials.

“The HP Self-Maintainer Program has long been a valued support option for HP’s commercial customers, offering them the flexibility to manage their own IT environments,” said Cliff Wagner, vice president, Customer Service, Personal Systems Group – Americas, HP. “In direct response to customer feedback, we’re introducing enhancements designed to deliver a best-in-class program with a superior customer experience.”

Customers have responded enthusiastically to the HP Self-Maintainer Program, with enrollment doubling over the last three years. HP also has been able to shift cost savings from tech support into additional customer-experience improvement programs.

“The enhancements to the HP Self-Maintainer Program have really streamlined the process and made it much more efficient,” said Frank Cataruozolo, director, Computer Services, Stevens Institute of Technology. “From the reduction in invoicing and parts-return requirements to the single-page claim form, we can turn parts around much faster than before. HP has taken our feedback and turned it into action.”

Additional information about the HP Self-Maintainer Program, including how to apply to become an HP certified Self Maintainer, is available here.