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itsbeth
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Laptop bought in the UK, now in US who could not help, should international warranty have covered me

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HP Spectre x360 13

Hey!

 

So I bought my laptop in the UK Jan 2018 with a 3 year warranty (currently Jan 2020).

I'm currently in the US and a few weeks ago now my display stopped working.

The US support team were really helpful and offered to send a box out so my laptop could be sent to their repair centre and fixed, until the day before it was supposed to arrive and they told me that as they no longer make my laptop the North America, they cannot help and I must contact the UK support team. 

They told me that they could fix it if I sent it back to the UK, which I did after the local computer repair guys said that that would be my easiest and cheapest option.

The bill to send off my laptop ended up being ~very~ pricey, so I was going to look if I could get this money back at all, since my laptop was under warranty.

 

But then I came across this part of the website:

https://support.hp.com/us-en/document/bpr01266#AbT0

which states that:

"For example, a product purchased in country "A" and moved to country "B" receives the current warranty coverage provided by country "B" (if that product is marketed or supported in country B)"

 

So my assumption is that because my laptop was no longer supported by the US they refused to help, but did I miss a loophole here? Should I have paid such a high price to send my laptop off to be fixed? Would I be able to be refunded that cost? 

 

Many thanks to anyone who can help at all!

Beth

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asmita6658
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Hi @itsbeth

 

Welcome to the HP Support Community. 

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

 

Thank you for visiting the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day! 

Asmita
I am an HP Employee

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ichi730
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Hi ItsBeth,

 

Since your computer was purchased from UK. The computer should be sent from where it was purchased. I visited the link and the answer to your question was already indicated at the website. HP US will support you as part of the global warranty but for any types of repair. You have to send it from where the computer was purchased.

 

https://support.hp.com/us-en/document/bpr01266?jumpid=reg_r1002_usen_c-001_title_r0001

 

QUESTION: If HP has no support presence in the country of use, what should you do to get warranty services?
 
ANSWER: You can call HP Customer Support or HP Authorized Support Providers for diagnostic purposes. If a hardware service is required, two alternatives can be offered: The part can be dispatched by HP Customer Support or the HP Authorized Support Partner within the border of the country where they are located. It is your responsibility to get the part from this location, move it to the PC, and to return the defective parts - when required - to the same location. Associated costs are your responsibility. The PC may be moved, under your responsibility and at your cost, to the closest country where HP has support presence, or any other country chosen by yourself (depending on the logistics network), in order to get access to the solution. When HP has no support presence in the country of use, all actions and costs required to gain warranty services are your responsibility.
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