1. LBNL customers who have a problem with HP printers can arrange for service through the central computer support Help Desk. Contact the Help Desk by submitting a Web-based request or calling X4357 (HELP).

2. When the Help Desk staff processes the request, they will try to determine whether it is a physical problem with the printer or some other issue, such as Novell printing, network problem, or something else apart from the hardware.

3. After confirming that it is a hardware problem, the Help Desk will assign the request to the WHSG. Customers can help speed up repairs by providing a description of the problem. For example, if the printer is jamming, please indicate at what point in the print process it jams -- entry or exit. Also, is the problem persistent or intermittent?

4. Invoices will include labor at $60/hour (the average repair time is about an hour and 15 minutes), plus the cost of parts, plus the flat fee for administering the contract. Since the Computing Infrastructure Support (CIS) Department must recover all of its cost for initiating and maintaining the contract, issuing work orders to WHSG and reconciling the invoices, the Mac/PC Support Group will charge a flat $30 fee per printer repair request. This flat fee should reduce the overall cost to the customer, as the service charge in the past was based on the total time spent on a service call.

5. Customers can reduce the overall cost (by eliminating the charge for travel time) by delivering their printers to the WHSG shop in Room 50 of University Hall at the corner of University Avenue and Oxford Street. The shop is open from 10 a.m. to 4 p.m. Monday through Friday. (CIS's $30 fee will still be charged).

6. As an Authorized HP Service Provider, WHSG can confirm warranty status via HP's on-line warranty system. In order for WHSG to verify warranty eligibility, the user need only provide the model number (this number begins with C contains several numbers and ends with a letter) and the serial number. Both of these numbers are located at the rear of the printer. The end-user need not provide a copy of the purchase receipt. If the user is unsure of warranty status, they can provide the information and WHSG will bill accordingly.

7. If you have a printer and it is not a Hewlett Packard model, it is much harder to provide support. CIS does have a Purchase Order with Xerox for Tektronix printer repair, but the cost is twice as high as the rate charged by WHSG for HP models. In addition, CIS costs for managing this contract are substantial.

Xerox rates are $225 for the first hour and $42 for each 15-minute increment thereafter. MPSG will use its ticket system to recharge the work, and will add a flat fee of $50 for each service call they have to handle. Users of Tektronix printers can also make their own arrangements with Xerox or another vendor they are comfortable with.