shumov (shu...@msk.tsi.ru) wrote:
> I am from Russia.  How can I order a glass for scanner HP ScanJet 3c?
> My glass is corrupted.  Moskow HP Service Center can not help me.

You can't.  As I understand it, the glass platen cannot be replaced
outside an HP repair depot without the necessary jigs & fixtures to
precisely align the glass in the top case assembly.  (Why HP won't sell
just the top case sub-assembly is not known to me.)  You also can't use
ordinary glass.  I've examined one of these platens, and it has a
groove cut in it, as well as critical alignment markings and
calibration strips.

The repair strategy on HP ScanJets appears to be "unit exchange", and
not "FRU exchange" (field-replaceable unit) or component level repair.
In the case of many HP products, ScanJets included, unless you purchase
an extended warranty (a "SupportPack") within a short window of time
after purchasing the device, it will be very expensive to repair after
the normal warranty expires.

Unfortunately, most HP peripheral re-sellers don't also re-sell
SupportPacks (or even know that they exist), and getting information
from HP itself about SupportPacks is exceedingly difficult.  This is
doubly unfortunate because HP service contracts are usually vastly
more attractive than third-party after-market extended warranties.

I'm attempting to get SupportPack info on a couple of HP products now,
and not having much luck with local dealers.   HP's web site is
close to useless on this topic.

I own a ScanJet 4c, and would have purchased a SupportPack for it
when I brought it, had I only known.  It is too late now.

Some Editorial on "Unit Exchange"

When you start with the street price of a US$500 device, and back out:
 - the retailer mark-up, shipping to the retailer,
 - the distributor mark-up, some more shipping,
 - the manufacturer mark-up, and
 - the cost of the manuals, software and accessories (which wouldn't be
   replaced on a unit exchange),
the remaining loaded factory cost probably averages under US$200.

If the device fails under warranty or service contract, the vendor can
thus replace it for under US$200.  They may not even attempt to salvage
the failed unit after verifying that it is indeed failed.

Why?  Because trained and equipped technicians are expensive.  More
than an hour or so of tech time costs more than just replacing the
failed device.  Furthermore, on low-end products, manufacturers are
always looking for ways to take cost out of the product.  Low-end
devices are often simply not designed for servicing, because that can
increase the cost.

This is true for most under-US$500 computer devices from ANY vendor and
many under-US$1000 devices (like the ScanJet 3c/4c).  I routinely order
service manuals for the computer and consumer electronic devices I
purchase, and when no such manual is available, it is usually a clear
indication that the repair strategy is "unit exchange".

At that point (no service manual) I have to decide, and I encourage
others to decide, whether to purchase manufacturer-sponsored extended
warranty coverage, take a chance, or simply treat any out-of-warranty
failure as an upgrade opportunity.

I do NOT advocate re-seller or 3rd-party sponsored extended warranties.
They are almost always pure profit for the merchant, and somewhere
between "bad deal" and "fraud" for you.

To emphasize, when buying any complex device, ask for a quote on a
service manual (even if you don't actually plan to buy the manual).
Consider the implications, and your options, if told that there is no
service manual.

Regards,                                            1001-A East Harmony Road
Bob Niland                                          Suite 503
Internet:  r...@sni.net                              Fort Collins
Unless otherwise specifically stated,               Colorado     80525   USA
expressing personal opinions and NOT
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