Are software issues on laptops covered under the HP Limited International Warranty?

[cookiemonster38]

Hi,

I own an HP ProBook 430 G4 for which I've gone through three replacement computers and had a massive number of issues. Ridiculolsly slow WiFi speeds, parts of software failing, touchscreens not working and fingerprint scanners not working properly are all issues I've been facing. I've restored the laptop to factory settings twice in the last few days, simply becasue both my touchscreen stopped working and wasn't being picked up by the computer in device manager at all and becasue my WiFi had been running at about 4 kb/s when downloading which is ridiculos since I can get up to 2 mb/s on my other devices. So I reset it, however now I am facing some new issues. I'm having issues with both the Start Menu, which comes up like this (see bottom)  which despite trying every methood avalible to me online I don't seem to be able to fix without unpinnning the tiles. More importantly, however, is my finger print scanner, which despite having all of its drivers updated and reinstalled, being disabled and then reenabled still won't work. In this case, I think it's more of a software issue with the fingerprint scanner as opposed to a hardware one which would usually be covered under the HP Limited International Warrenty, so my question is this. Is an issue with Windows or drivers which I don't seem to be able to fix grounds for me to get a repair/replacement under my warrenty (HP Limited International as well as NZ Consumer Gurantees Act)? The point which I'm confused about is the software part.

Putting my specific case aside, in general are these kind of (software) related issues covered under my warrenty? I've done some looking into it myself already but I am wanting to be clear on exactly what is covered. 

Just to be clear: I'm not looking for solutions to the issues with my computer. It's just a (legnthy!) example for this question.

[EddyK · Accepted solution]

Hi cookiemonster38,

This is what I found in the HP International Warranty terms: HP Global Warranty covers HP products at the level of standard warranty offered in the country in which it is used. 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 the warranty that you would fall under would be from the country you are currently using it in. 

For example, for the US terms and conditions, HP-branded software is warranted for 90 days beginning the day of delivery. However, all I can find is regarding HP-branded software. But even HP has stated that their branded software cannot be guaranteed flawless. The problems you are currently encountering are probably a result of Windows 10 issues. HP's support can help you deal with those issues. 

Something interesting I found: HP’s service, support and warranty commitments do not cover claims resulting from failure or functional limitations of any non-HP software or product impacting systems receiving HP support or service.

However, the above statement is understandable considering that it's applying to non HP-software.

So unfortunately, I don't think any sort of warranty can help you out in this situation. General Windows 10 help is better off with tech support. 90 day warranty only applies to HP-branded software.

Hope this helps,

kem579

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[cookiemonster38]

Exactly as I thought, but thanks for clarifying that for me! It really helps.

[EddyK]

No problem!

I learned something as well.:smileyhappy:

Have a nice day,

kem579