HP is NOT honoring the 2 year extension on known defective 13th and 14th gen Intel CPUs

[dackcommabig]

I called customer service about the extension on these defective CPUs and they said they do not honor the 2 year extension Intel has. So basically the defective 13th gen i9-13900kf that I have in my Omen that was purchased in 2023 is now up to me to replace on my own dime.

It would still be under warranty if I would have bought the i9-13900kf and built a computer myself, but because it was in a machine built by HP this is now a dead computer unless I pay to get a new CPU installed.

That is crazy that HP is not standing behind the parts that they use to build VERY expensive gaming computers. They know there was an issue with these processors because Intel told them and they still used them and sold a computer that lasted less than 2 years.

[Bill_To]

Greetings @dackcommabig 

The Verge published an article on OEM support for defective Intel CPUs back in August, 2024.

According to the Verge HP will provide two years of extended warranty support.

Regards

[dackcommabig]

Yes that is the article I am referring to, however when I called customer service they told me that they do not do this. My options were to send the machine in for a paid repair or take it to a local computer shop at my expense.

I directly asked them if that meant they are not honoring the two year extension on these CPUs and they told me again that because of the expired one year warranty (Ended 8/13/24) of the computer, the only option was for a paid repair.

Just to be clear for anyone else in this situation, there are two types of processors that are used in computers. There are boxed processors which are the ones you buy off the shelf at store or online to build your own computer. Then there are tray processors which are the ones that are purchased in bulk by big computer makers like HP, Dell, ect.

There is no difference between these two types of processors, however, with a tray processor the warranty and guarantee of the processor is the responsibility of the computer company, in this case it is HP. https://www.intel.com/content/www/us/en/support/articles/000024255/processors.html

As mentioned in the link above, starting with the 12th gen Intel processors, they extended the warranty to three years and with a few 13th and 14th gen processors they extended that again by another 2 years because of the issues with these processors have known instability issues and have been dying left and right since they came out.

So if you have a boxed processor Intel will replace your defective CPU within 5 years. But, because this computer has a tray processor (exactly the same in every other way) and it died less than two years after purchase, it is up to HP to decide to replace it.

HP said they would honor a two year extension which would give you three years of coverage on these potentially problematic processors, but in practice I was told they do not. 

This is a bit disappointing when you spend in the $3k range for a computer that lasts less two years.

[Bill_To]

Greetings @dackcommabig 

My take is: HP should honor the two year warranty extension if your PC's specific CPU failure is a direct result of a defect in Intel's manufacturing process. Intel would ultimately take the warranty hit.

Maybe a HP Moderator or a HP Support Agent can help.

Opinions or troubleshooting suggestions in this response are provided independently. I am not employed by: HP, Inc. or the HP Forum.

Regards