HP 2 y Premium Svc w/Accident Damage Protection 3 day Onsite LoJack 3mo SmartFriend Select Notebook

HP 2 y Premium Svc w/Accident Damage Protection 3 day Onsite LoJack 3mo SmartFriend Select Notebook

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UPC: 886112460495   Part: U0H97A


Get the best possible experience from your desktop or notebook PC with HP’s most comprehensive service plan. HP Premium Care Pack Service for select PCs gives you award-winning North American-based technical support for a wide range of issues. Set up your PC with ease thanks to bonus 'how-to' phone support from HP SmartFriend Service. Expert HP technicians will assist you with data migration and backup; network configuration; wired or wireless network set-up; connecting printers, monitors, and other peripherals; and other tasks not covered under your standard warranty. Extended service coverage begin the day you buy your HP PC. You'll get the most coverage and best value if you buy this plan when you purchase your PC For example: • If you buy the 2-year service plan when you purchase your PC, you'll get coverage for 2 full years and bonus HP SmartFriend phone support • If you buy the 2-year service plan 3 months after you purchase your PC, you'll get 21 months of coverage only


Priority Queue

  • Front-of-the-queue access to HP North America-based technical support is available between 6 a.m. to midnight Mountain Standard Time, Monday through Saturday.
  • An onsite response time will not apply if the service can be delivered using remote diagnosis, remote support, or other service delivery methods described above.
  • Activities such as, but not limited to, the following are excluded from this service:
  • Backup, recovery and support of the operating system, other software, and data
  • Operational testing of applications, or additional tests requested or required by the Customer
  • Troubleshooting for interconnectivity or compatibility problems
  • Support for network-related problems

Onsite hardware support

  • Onsite repair is provided after highly trained technical advisors make a remote diagnosis of the problem.
  • The onsite repair process includes remote service diagnosis, which may result in HP sending the Customer an easy-to-replace part; scheduling a visit to the Customer’s home if needed; or, in rare instances, sending the Customer’s PC to an HP-authorized repair site.
  • Onsite visits are available 6 days a week, between 8 a.m. and 8 p.m. local time, Monday through Saturday excluding holidays.
  • Alteration or modification of the product in any way
  • For HP business notebook products, major parts replacement is limited to three major parts per product per 12-month period commencing from the Care Pack start date; for all other products, major parts replacement is limited to one major part per product per 12-month period commencing from the Care Pack start date.
  • For accidental damage protection coverage, major parts include but are not limited to the screen (LCD), DVD/CD-ROM drive, motherboard, processor, hard disk drive, and memory. Once the specified limit is reached, the cost of repair for a major part will be charged on a time-and-materials basis.
  • Limitations to the defective media retention service feature option The defective media retention service feature option applies only to Disk Drives replaced by HP due to malfunction. It does not apply to any exchange of disk drives that have not failed.

SmartFriend user advisory

  • Bonus 3-month ‘how-to’ software, hardware, and networking phone support from HP SmartFriend Service is included when the Customer purchases HP Premium Care Pack Service at the same time as an HP PC.

24x7 remote support

  • Expert 24 x 7 toll-free phone and real-time chat support is available wherever the Customer is located.

Replacement parts and materials

  • This feature provides coverage for hardware parts, labor, and shipping.
  • HP will provide HP-supported parts and materials necessary to maintain the covered hardware product in operating condition, including parts and materials for available and recommended engineering improvements. Replacement parts are new or functionally equivalent to new in performance. Replaced parts become the property of HP.

Remote problem diagnosis and support

  • Technical assistance is provided with PC setup, troubleshooting, and diagnosis of spyware and virus issues.
  • The coverage window specifies the time during which the described services are delivered onsite or remotely.
  • Service requests received outside this coverage window will be logged the next day for which the Customer has a service coverage window.
  • Coverage window options available for eligible products are specified in the service-level options table.

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Customer ratings and reviews for HP 2 y Premium Svc w/Accident Damage Protection 3 day Onsite LoJack 3mo SmartFriend Select Notebook

Rated 3 out of 5 by Update Disaster HP sends updates on a regular basis and I follow their recommendations and update. The last update I received (still flashing a notice to me as we speak) was: Goya/Balen 1.2 System BIOS Release. I updated and it crashed my computer; stated my BIOS was not ASPC recommended and I was to contact an authority. HP refused to honor the in home repair I purchased: See Below for cost/purchase date 09/19/2012 04/13/2013 $300.94 Not one of 3 different techs in India could assist me with getting my computer back up and running and the US manager I was eventually transferred to said she could not help me and I would have to send my computer into HP as my warranty I purchased only covered hard parts! In any case after I took a day to readjust I went on my computer and reset the BIOS to the "previous", before update setting and there it was all in order. I have purchased 6 computers (desk top and laptop) and 6 HP printers over the years and they have lost a loyal customer. January 17, 2013
Rated 5 out of 5 by Update to Previous Negative Review Written Changed My previous review ended with leaving a message with The Escalations Team. Within the hour, after I had already written the previous negative review, a case manager Cindy called and I went over my case in detail. I was told I would get a call back in 48 hours. For a second I thought I was being brushed off. A little over 48 hours later I received a call back, and I was told my laptop would be replaced. The replacement would take time to build; 7 to 10 days. The one thing I was provided with is a contact #, case # and one person to deal with. That meant, not having to go through the bureaucracy of being switched from person and repeat my story over and over again. If HP had people like Cindy, then the customer service would always have five stars. January 3, 2013
Rated 5 out of 5 by Absoultely get the Care Pack I am a Software Developer with 40 Years of experience. Having said that, I must admit that while I am "proficient" with Windows OS, my area of expertise is on the Unix OS. I recently purchased a HP Envy 17" 3D laptop and installed BitDefender Security. To make a really long story short, if it wasn't for the Care Package and the expertise of the HP Support people who assisted me, I would either still be having problems or I would have returned the Envy. I have been in the Computer Industry for a long time, and have interacted with many Support groups and individuals. The HP Support team is one of the best I have encountered. They in fact DO HAVE all the "qualities" that most support groups only claim to have. Knowledgable people who LISTEN, friendly, willing to help, patient, and their open 24/7. I highly recommend the HP Care Package. You will not be disapointed. February 2, 2012
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Owner support

Warranty information

This product is covered by the standard HP warranty

Support information

Support for this product is provided by HP Customer Care

Returns & exchange information

The HP Home & Home Office Store will accept returns or exchanges for this product up to 21 days after delivery

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