What constitutes the disparity between a global warranty and a geographical warranty?

[kmehercharan]

I recently purchased an HP Envy x360 laptop in the USA and brought it to India. Within ten days, the screen started shaking rapidly. Concerned about this issue, I contacted HP support via WhatsApp, expecting my warranty to cover the repair. However, the support team insisted the repair wasn't covered under the geographic warranty, leading to a lengthy and frustrating exchange. Despite my persistent efforts to get help, the support representatives kept making me repeat the same troubleshooting steps without resolving the issue or providing a clear explanation. Moreover, the support team closed my ticket multiple times without resolution. A technician even mentioned that the replacement part was in Australia, but nothing happened, rendering the support useless.

This experience has raised significant doubts about the accuracy and fairness of the support team’s claims regarding geographic warranties. It has left me confused and seeking clarity on several points. Can anyone explain the different types of warranties available for electronic products like laptops? Specifically, I am looking to understand the details of geographic warranties and how they differ from other types of warranties such as global and international warranties.

Additionally, I am curious to know if global and geographic warranties are the same or if there are distinct differences between them. What are the terms and conditions associated with each type of warranty, and under what circumstances can a product purchased in one region be serviced or repaired in another? Understanding these details is crucial for consumers who travel or relocate frequently and need reliable warranty support across different geographic locations.

[Paul_Tikkanen · Accepted solution]

This is a peer-to-peer forum.

We do not work for or represent HP, so the only information I can provide to you is this:

This link provides the HP Global Warranty FAQ's.

HP - Global Warranty and FAQs | HP® Support

Basically, when you buy a HP consumer class notebook (which yours is) in one country and you use it in another country, the exact same model has to be sold and marketed in the country you are using it in to get warranty support.

So, if HP will not honor the warranty, that means the notebook you bought is only sold and supported in the United States and the 1-year warranty is only valid in the United States.

The 77X86AV product number is for the general model series, but each individual notebook has an individual product number which normally denotes the country it is sold and supported in as you can see from this list of notebooks under that product number.

HP PartSurfer

Run the Windows system information app and post the product number of your notebook which can be found on the System SKU line.

That way I can let you know the exact model number of your notebook.

Generally speaking, the only PCs/notebooks that are covered under a global warranty are the HP business class notebooks where the same model number is sold in many countries.

I don't blame you for being upset and you are not the first, nor the last person that this has happened to.

I guess when someone buys a consumer class notebook and takes it out of the country, they will have to hope that nothing goes wrong with it during the warranty period.  It's a big gamble.

I'd normally suggest that you contact HP for more information, but you have already gone that route with no resolution.

[kmehercharan]

Thank you for your detailed response on the forum regarding HP Global Warranty and FAQs. Your explanation about the warranty coverage limitations for HP consumer class notebooks was very helpful. I appreciate the guidance on finding my exact model number and the link to the HP PartSurfer. Though it’s disappointing to learn my warranty may not be valid outside the US, your empathetic and clear advice made it easier to understand. Additionally, I am experiencing a low volume problem with my notebook, where some websites or videos have very high volume and others are really low. Could you please advise me on how to fix this issue? Your assistance is greatly appreciated.

[Paul_Tikkanen]

You're very welcome.

Unfortunately, I have never come across a problem like that and suggest you start a new discussion.

If you have the latest audio driver installed, that would be the only thing I can think of for you to try.

It's a pretty recent driver that HP uploaded to their support site on May 1st.

HP Envy x360 15.6 inch 2-in-1 Laptop PC 15-fe0000 Software and Driver Details