HP warranty - frequently asked questions

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This applies only to HP-Branded and Compaq Branded Products, collectively referred to here as HP products.

Select a question to find out more:

•  Q1:  How long does my warranty last?
•  Q2:  Where does my HP warranty apply?
•  Q3:  How do I arrange a warranty repair?
•  Q4:  Do I need to keep my sales receipt?
•  Q5:  Should I back up my software?
•  Q6:  What is the warranty coverage for options that I buy for my HP product?
•  Q7:  Who do I contact if I require a repair but my machine is out of warranty?
•  Q8:  I have purchased a HP computer from a friend, is the warranty still valid ?
•  Q9:  Is warranty transferable between countries ?
•  Q10:  How can I extend my warranty?
•  Q11:  Where can I find my local HP Dealer / Service Provider?
•  Q12:  How can I find the Terms and Conditions for HP Warranty?
•  Q13:  Is my software covered by HP Warranty?
•  Q14:  What are the hours of coverage do I have with my standard warranty entitlement?
•  Q15:  What information must I provide when calling for warranty service ?
•  Q16:  How can I expect the fault to be fixed?
•  Q17:  Will my warranty be affected if I install a non-HP upgrade/option in my HP product ?
•  Q18:  If I attach a HP monitor (or other option) to a non-HP computer, is that item covered by HP warranty?
•  Q19:  I have purchased a service contract or warranty enhancement from a retailer or dealer. Who do I contact for support and service? Who's terms and conditions apply?
•  Q20:  Can I extend my warranty period past the normal warranty expiry time?
•  Q21:  How can I tell if my Machine is still under Warranty?
•  Q22:  I would like to get technical support directly from HP, how can I achieve this?
•  Q23:  Why is there a courier cost for portables?
•  Q24:  Where do I go for service and support for my product?
•  Q25:  The warranty on my system is about to run out, however I have just upgraded it with a HP option, what is the warranty status of the system and the option?
•  Q26:  My product has three years warranty, but only the first year is 'Onsite', what happens in years two and three ?
•  Q27:  I am not happy with the 3-year warranty and want a 5 year one. Is there an option?
•  Q28:  What is the standard response time for my system to be repaired under warranty?
•  Q29:  Why Can't I have a loan Portable/Machine, while my one is being repair?
•  Q30:  Were can I get warranty support outside of the UK?
•  Q31:  Is non-HP manufactured memory supported in your machines?
•  Q32:  How can I check the status of my systems repair?
•  Q33:  Who do I contact if I require a repair but my machine is out of warranty?
•  Q34:  How can I check the status of my systems repair?

Q1. How long does my warranty last?

HP products are provided with competitive warranty offerings appropriate to the type of product being purchased. This means that the length of the warranty offered will differ by product.

Generally speaking, most HP warranties are either one year or three years in length. However, the nature of the warranty provided within that period will also vary by product.

Please refer to the HP Warranty Inspector tool for further information on the product range you are interested in.

If you want to know the status of an individual product, warranty entitlement, refer to the HP Warranty Status tool for more information. Please note that you will need your product HP serial number.

Q2. Where does my HP warranty apply?

Most HP products sold on or after 2nd August 1999 are provided with Global Warranty cover. HP can provide warranty service on your product in any country where we have a service presence (either provided by HP directly, or via HP accredited Service Providers) - currently this amounts to approximately 150 countries worldwide.

Warranty provided will be delivered according to the HP warranty offering in the country of use.

Please refer to the Global Warranty pages for further information.
Notes:
  • When moving products to countries outside of North America, European Union (EU) or EFTA, the Global Warranty Notification Process should be used to ensure warranty cover is provided. 
  • Products excluded from Global Warranty cover are all HP Presario products, and all HP Prosignia products.
  • HP Armada portables are covered by the Global warranty, even if purchased before 2nd August 1999.
  • In some countries, warranty service delivery on some types of products may only be possible subject to an additional charge.
If your product is excluded from Global Warranty coverage, you can either:
  • Return the product to the country of purchase for warranty repair, or
  • Contact HP Service Store or a HP Service Provider to arrange a chargeable repair.

Q3. How do I arrange a warranty repair?

HP products can be serviced under warranty by HP accredited Service Providers, or directly by HP Customer Services.

To locate your nearest Service Provider, use the Service & Support Locator

If HP is providing the Warranty Service, then please contact HP Commercial Warranty on 08451610030.

When calling for warranty service, you should ensure that you have your product serial number to hand. If you have purchased a Care Pack, please have your Care Pack number available also.

The technician you contact will require details of the problem you are experiencing, including any error messages, indicator lights etc. You may also be asked to perform some simple activities to assist in the diagnosis process. Some problems may be resolved by telephone.

Q4. Do I need to keep my sales receipt?

Your HP warranty begins from the date you purchased the product. In most cases, the serial number of your product will be sufficient to confirm your product entitlement to warranty cover.

However, you should always retain your product receipt in case there is any query over warranty cover. Your receipt should include the serial number of the product to which it applies.

Q5. Should I back up my software?

In the unlikely event that your HP product should suffer from a hard drive failure, any software on the drive will be lost. HP recommends that customer make regular backups from their hard drives to protect their investment in software and personal data.

Most HP products ship with a 'QuickRestore' utility, that can be used to restore your original HP software back on to your hard drive.

Responsibility for the software and data you have added to your machine rests with the owner of the product. HP is note responsible for damage to or loss of data or programs.

Please note that in most cases QuickRestore will delete all software and data already stored on the hard drive. QuickRestore cannot restore your personal data or additional applications software installed on the product.

Q6. What is the warranty coverage for options that I buy for my HP product?

Generally, HP options are supplied with a one year parts only warranty. However, most options will assume the remainder of the warranty cover afforded to the system in which they are installed.

For details on exceptions, please refer to the Warranty Overview - Options section

Please refer to the HP Warranty Inspector tool for further information on the product range you are interested in.

If you want to know the status of an individual product warranty entitlement, refer to the HP Warranty Status tool for more information. Please note that you will need your product HP serial number.

Q7. Who do I contact if I require a repair but my machine is out of warranty?

HP and a number of HP accredited Service Providers are able to offer a chargeable 'out of warranty' repair service.

For out of warranty repairs by HP, please use one of the number listed on the HP contact page.

For out of warranty repairs by a HP accredited Service Provider, please use the Service & Support Locator to identify your nearest Service Provider.

If you want to know the status of an individual product warranty entitlement, refer to the HP Warranty Status tool for more information. Please note that you will need your product HP serial number.

Q8. I have purchased a HP computer from a friend, is the warranty still valid ?

HP warranty services extend beyond the original purchaser to anyone who subsequently purchases the Hardware Product only if the original sales receipt can be provided.

If you want to know the status of an individual product warranty entitlement, refer to the HP Warranty Status tool for more information. Please note that you will need your product HP serial number.

Q9. Is warranty transferable between countries ?

Most HP products sold on or after 2nd August 1999 are provided with Global Warranty cover. HP can provide warranty service on your product in any country where we have a service presence (either provided by HP directly, or via HP accredited Service Providers) - currently this amounts to approximately 150 countries worldwide.

Warranty provided will be delivered according to the HP warranty offering in the country of use.

Q10. How can I extend my warranty?

HP offers a number of different service products to enhance or extend the service provided by the normal product warranty. These service products are known as Care Packs - click here to find out more about Care Packs designed to meet your needs. If you would like to speak to someone about Care Packs, please use one of the number listed on the HP contact page.

Alternatively, HP accredited Service Providers are able to offer HP Care Packs or their own service products. To find your nearest Service Provider click here.

In addition, HP and HP accredited Service Providers are able to offer maintenance contracts that can be tailored to meet the needs of businesses from the smallest to the largest.

Q11. Where can I find my local HP Dealer / Service Provider?

To purchase HP Products or find an approved service provider click here.

Q12. How can I find the Terms and Conditions for HP Warranty?

Your HP product has been shipped with documentation that provides detailed warranty Terms and Conditions. Please review the documentation with which your product was shipped.

Alternatively, copies of terms and conditions can be found here

Q13. Is my software covered by HP Warranty?

HP hardware product warranty does not cover support on operating systems or applications (see Notes below).

Warranty replacement of defective media is provided, and HP or accredited Service Partners will provide technical support to assist users with the installation of HP supplied software. HP warranty does not cover software usage support.

HP is able to offer Care Pack solutions for software support should these be required. Care Packs are available to provide support on industry standard PC applications or on Windows NT, Windows NT Cluster and Novell.

Notes:
  • HP AlphaServer 8200, 8400, GS60, GS140, VAX7000, HP TaskSmart Servers and some StorageWorks products are provided with 90 days Advisory Telephone Support (ATS) under warranty, where software support on pre-installed operating systems is given. Advisory Telephone Support includes software usage advice on proper software execution and information on the interpretation of software product technical documentation. For software problems, it is limited to referring the customer to the location of a potential solution.
  • Please refer to the HP Warranty Inspector tool for further information on the product range you are interested in.
  • If you want to know the status of an individual product warranty entitlement, refer to the HP Warranty Status tool for more information. Please note that you will need your product HP serial number. 

Q14. What are the hours of coverage do I have with my standard warranty entitlement?

HP warranty service is provided during normal business hours - 9:00am to 5:00pm, Monday to Friday (excluding Public Holidays).

You may obtain technical assistance on HP Presario products between 9:00am and 6:00pm on Saturdays, 10:00am and 4:00pm on Sundays (excluding Public Holidays).

To contact HP Customer Services for warranty service, please use one of the number listed on the HP contact page.

Q15. What information must I provide when calling for warranty service ?

When calling HP or a HP accredited Service Provider to obtain support or service on your product, you should ensure that you have the following information available:
  • Product serial number - please refer to your product documentation for the location of your serial number. If you have purchased a Care Pack, please have your Care Pack number available also.
  • Details of the fault you are experiencing - please record any error messages, indicator lights or other relevant information.
  • Your post code.

Q16. How can I expect the fault to be fixed?

Resolution of problems with your computer equipment may be achieved in a number of ways:
  • Advice provided by over the telephone may be adequate to resolve the problem you are experiencing.
  • You may be referred to an online (internet) resource to download a piece of software that will resolve the problem you are experiencing. If you do not have access to the internet, this can be posted to you on diskette.
  • Your computer may need to be repaired. Depending upon the warranty applicable to your product, you may return the product for repair, have an engineer visit the unit to repair it or have the unit exchanged.

HP has a number of online resources from where you can download information and utilities for your computer.

In the unlikely event that your HP product should suffer from a hard drive failure, any software on the drive will be lost. HP recommends that customer take regular backups from their hard drives to protect their investment in software and personal data.
  • Please refer to the HP Warranty Inspector tool for further information on the warranty offered on the product range you are interested in.
  • If you want to know the status of an individual products warranty entitlement, refer to the HP Warranty Status tool for more information. Please note that you will need your products HP serial number.

Q17. Will my warranty be affected if I install a non-HP upgrade/option in my HP product ?

HP warranty extends only to HP products and options. If you install a non-HP option into your HP product and this option then fails, you must contact the supplier for warranty cover on that item.

The warranty on your HP product will not be affected by the installation of a non-HP upgrade/option unless your HP product is damaged as a result of installation and/or operation of a third party option, such damage will not be covered by HP warranty.

If your HP product is not operating correctly, you may be asked to verify that any non-HP option is not responsible for the problem be uninstalling any such items.

Q18. If I attach a HP monitor (or other option) to a non-HP computer, is that item covered by HP warranty?

HP monitors and options are provided with their own individual warranties, independent of the machine with which they are used.

Please refer to the notes on Options for details on warranty for HP options. Use the HP Warranty Inspector to find out what warranty is offered on various HP monitors.

Q19. I have purchased a service contract or warranty enhancement from a retailer or dealer. Who do I contact for support and service? Who's terms and conditions apply?

You should contact the telephone number indicated on the documentation supplied by the retailer/dealer. You will not be able to obtain the level of service that you have purchased if you contact HP or an accredited Service Provider in the normal way for warranty service.

The terms and conditions in your service contract supercede your normal warranty terms and conditions. If you contact HP or an accredited Service Provider in the normal way for warranty service, the standard warranty terms and conditions will apply.

Q20. Can I extend my warranty period past the normal warranty expiry time?

HP and accredited Service Providers are able to offer a number of alternatives for providing service cover beyond the end of your products normal warranty.

Please use one of the number listed on the HP contact page to discuss your needs with a HP sales/service professional.

To find your nearest HP accredited Service Provider please use the Service & Support Locator.

Q21. How can I tell if my Machine is still under Warranty?

To verify the status of your product's warranty please refer to the HP Warranty Status tool for more information. Please note that you will need your product HP serial number.

Please refer to the HP Warranty Inspector tool for further information on the warranty offered on the product range you are interested in.

Q22. I would like to get technical support directly from HP, how can I achieve this?

HP's warranty service can be provided either directly by HP's own Customer Services organisation, or through our network of accredited Service Providers.

HP recommends, that in the first instance, warranty services and technical support are obtained through your nearest Service Provider. The organisation from which you have purchased your products may also be a HP accredited Service Provider.

You can identify your nearest HP Service Provider through the Service & Support Locator tool.

you are unable to identify a Service Provider near to you, or you would like to contact HP directly for warranty service, please use one of the number listed on the HP contact page.

When calling for warranty service, you should ensure that you have your product serial number to hand. If you have purchased a Care Pack, please have your Care Pack number available also.

The technician you contact will require details of the problem you are experiencing, including any error messages, indicator lights etc. You may also be asked to perform some simple activities to assist in the diagnosis process. Some problems may be resolved by telephone.

Q23. Why is there a courier cost for portables?

HP Armada and Presario 1000 series portables are provided with a free 'Pickup and Return' service under warranty. This service ensures that your unit is collected from and returned to you free of charge. This service is available whether you contact HP or a HP accredited Service Provider for warranty service.

This service was introduced as a result of HP's policy of listening to customer requirements, older notebook products were provided with a 'Carry in' warranty offering that required customers to bear the cost of shipment.

The Pickup and Return Service is not available outside the UK & Ireland.

Q24. Where do I go for service and support for my product?

HP provides product support information with the product you have purchased, please refer to the documentation that shipped with your unit.

HP also provides information and tools on the internet to assist you with your product.

HP products can be serviced under warranty by HP accredited Service Providers, or directly by HP Customer Services.
To locate your nearest Service Provider, use the Service & Support Locator To contact HP Customer Services for warranty service, please use one of the number listed on the HP contact page.

Q25. The warranty on my system is about to run out, however I have just upgraded it with a HP option, what is the warranty status of the system and the option?

The warranty attributes of your system remain unaltered when an additional HP option is installed.

The warranty attributes of the option will attain the same warranty attributes as the system in which it is installed until the natural end of the warranty life on the system. After that time, the upgrade will assume the HP warranty with which it is provided (for most HP options it comes with 90 days parts only warranty).

After the warranty on your system is expired, you will need to provide your proof of purchase for your upgrade should you need to obtain warranty service on this item.

Q26. My product has three years warranty, but only the first year is 'Onsite', what happens in years two and three ?

Some HP products are provided with a three year warranty where the second and third years are covered by 'Parts Only' warranty.

This means that in the second and third years after purchase, HP will provide free of charge replacement for a HP part that becomes defective. Labour and/or transport costs are not covered under Parts Only warranty.

Parts Only warranty is normally implemented by HP or a HP accredited Service Partner engineer. You will normally be charged for the labour time involved. In some instances an 'Advanced Unit Replacement' or 'Customer Replaceable Unit' method of delivery may be used. In these instances you will receive a new replacement part, that you can fit yourself, and must return the defective part as described in the documentation you receive with the new replacement part.

Q27. I am not happy with the 3-year warranty and want a 5 year one. Is there an option?

HP and HP accredited Service Providers can offer a selection of service products that provide service above and beyond the standard product warranty.

To find out more about HP Care Packs click here. To find your nearest HP accredited Service Provider, please use the Service & Support Locator To speak to a HP sales/service representative to discuss your needs, please use one of the number listed on the HP contact page.

Q28. What is the standard response time for my system to be repaired under warranty?

HP's warranty services are offered with targeted response times. This means that HP will endeavour to attend to your system within the stated targeted response time.

HP is unable to guarantee a response or fix times under standard warranty - if you require a guaranteed response or fix time please contact HP Customer Services or a HP accredited Service Provider to discuss your requirements.

HP product warranties differ between product families, so that we are able to provide the most competitive offering appropriate to the product.

To find the response time for a particular product, please use the HP Warranty Inspector

To discuss your requirements for guaranteed response or fix time service, please use one of the number listed on the HP contact Page or your nearest accredited Service Provider. You can find your nearest Service Provider via the Service and Support Locator

Q29. Why Can't I have a loan Portable/Machine, while my one is being repair?

HP warranty does not accommodate loan or replacement machines as part of the standard warranty service. The complexities and costs of offering such a service would impact the pricing of the HP product, yet the service may not be required by all customers.

HP's warranty is designed to provide the maximum level of protection for your investment whilst leaving the maximum opportunity for you to customize services to protect your business needs.

HP product warranties differ between product families, so that we are able to provide the most competitive offering appropriate to the product.

To discuss additional service offerings please use one of the number listed on the HP contact page or your nearest accredited Service Provider. You can find your nearest Service Provider via the Service and Support Locator

Q30. Were can I get warranty support outside of the UK?

HP provides Global Warranty coverage in 150 countries worldwide. To obtain warranty service in a country outside of the UK, you should check with your original supplier to see if they are able to offer warranty service. If this is not possible, you can contact the local HP office to obtain warranty service.

Q31. Is non-HP manufactured memory supported in your machines?

HP systems are able to use memory from third party suppliers that is of the same specification as that provided by HP. For full warranty cover and avoidance of doubt, HP always recommends that HP memory is used in its systems.

Like all non-HP upgrades and options, if a problem occurs with your system that is found to originate from the use of a non-HP option, you must contact the supplier of your option or upgrade for warranty service.

If HP is required to demonstrate that a system experiencing problems with non-HP memory installed. Then, operates correctly with HP supplied memory, any such activity may be chargeable to the customer.

Q32. How can I check the status of my systems repair?

HP and HP accredited Service Providers will endeavour to provide you proactively with information regarding the repair of your product under warranty.

If you need to obtain an update on the status of your repair, you must contact the organisation that you have requested to complete the warranty service.

If this is a Service Provider, please contact the service provider directly for an update on your warranty repair.

If HP is providing the Warranty Service, then please contact HP Commercial Warranty on 08451610030.

Q33. Who do I contact if I require a repair but my machine is out of warranty?

HP and a number of HP accredited Service Providers are able to offer a chargeable 'out of warranty' repair service.

For Commercial Warranty Repairs in the UK please contact tel: 08451610030, and please select the appropriate options for your machine.

If you want to know the status of an individual product warranty entitlement, refer to the HP Warranty Status tool for more information. Please note that you will need your product HP serial number.

Q34. How can I check the status of my systems repair?

HP and HP accredited Service Providers will endeavour to provide you proactively with information regarding the repair of your product under warranty.

If you need to obtain an update on the status of your repair, you must contact the organisation that you have requested to complete the warranty service.

If this is a Service Provider, please contact the service provider directly for an update on your warranty repair.

If HP is providing the warranty repair, please contact HP on the appropriate number below.
  • Service line 0845 161 0030 (national rate)
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