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Frequently Asked Questions about Intel® Desktop Processor Warranty


Last Reviewed: 09-Jan-2017
Article ID: 000005712

We receive frequent requests about warranty. Watch the Intel Warranty Guide for Processors video for answers to the most frequently asked questions. 

The information below helps you to determine if you should contact Intel and lists information needed for Intel-provided warranty eligibility.

We recommend that you keep a record of the serial number (ATPO) and the batch number (FPO). Keep the box or take a picture for reference. Keeping the information handy to speed up the processor warranty exchange or return process.

Use the links below to jump down to a section of interest:

How do I diagnose if my processor needs to be replaced?
What Intel® Processors are eligible for a warranty directly from Intel?
What do I need to provide when I contact Intel regarding my warranty exchange?
What happens after the warranty is approved?
What is an Intel engineering sample processor and is it eligible for a warranty?


Click or the topic for details:

How do I diagnose if my processor needs to be replaced?

Are there any processor diagnostic tools available? The Intel® Processor Diagnostic Tool can help determine if your processor is defective.
What should I do before contacting Intel regarding my warranty exchange?
  1. Verify that your processor is a boxed processor with a three-year warranty using the guide to identifying current desktop processor and fan heat sink markings
  2. Perform the necessary troubleshooting steps to correctly identify the processor as the failing part.
    1. Try the processor in another system.
    2. Try a known good processor that is compatible with your desktop board in your system.
    3. Try any applicable steps from our troubleshooting guide and record the results. You may need to describe results later.

 

 

Which Intel® Processors are eligible for a warranty directly from Intel?

Intel® Processors fall into one of two categories:

  • Boxed or retail processors
  • Original Equipment Manufacturer (OEM) or tray processors

See below for differences between the two types regarding the warranty process.

What is a boxed or retail processor and how long is the warranty?

A boxed processor is sold in a factory sealed package that contains the processor, a fan-heatsink, product manual, and an Intel sticker. The product manual contains installation instructions and warranty terms and conditions. Be aware that Mobile and Enthusiast SKUs typically do not include a fan-heatsink. Each boxed processor carries a three-year limited warranty.

 
How do I know when my boxed processor warranty period expires?

Visit the Intel Warranty Center to verify if your boxed processor is still within warranty period.

 
Can I buy a boxed processor in the United States and get warranty in another country?

You can claim warranty globally for Intel® Boxed Processors except in Australian, China, and India, which have country-specific warranty policies for Intel Boxed Processors.

 
Can I contact Intel directly about boxed processor replacement?

We recommend that you work with your Intel Technology Partner to shorten completion time for warranty transaction. If contacting your Intel Technology Partner isn't an option, contact us directly for technical support and warranty services for boxed processors and the fan heat sinks.

 
Can I extend the three-year warranty on my Intel® Boxed Processor?

Warranty periods for Intel® Boxed Processors cannot be extended beyond three years.

 
What is an OEM or tray processor and how long is the warranty on the processor?

An OEM or tray processor is one that is sold wholesale, typically in bulk quantities, to system manufacturers like HP, Dell, or Acer. The processors are usually sold in a tray format and integrated into a PC by the OEM or reseller. Individual vendors set the OEM processor warranty length and provide warranty services. We recommend that you consult your system's warranty documentation for warranty terms and conditions.

 
Can I contact Intel directly about replacement for an OEM or tray processor?

You must contact your place of purchase or computer manufacturer about OEM processor warranty replacement. We don't provide warranty service for OEM processors.

 
What if I don't know if my processor is an OEM or boxed processor?

First, review how long you've had your system and processor. If it is over 3 years old, then your warranty period may have expired. If your system is newer than 3 years, see Intel® Boxed Processor verification to identify if your processor is a boxed or an OEM processor.

For Intel® China Boxed Processors, see Intel® China Boxed Processor verification.

You also can contact Intel Customer Support to help determine if your processor is eligible for warranty service. Be aware that you will need to provide certain processor information for us to help you determine if your processor is boxed or OEM.

Watch the guide to Intel® Desktop Processors and sockets to see which markings you need to provide.

 
 

What information do I need provide when I contact Intel regarding my warranty exchange?
Before contacting us for warranty support, complete the following steps and gather the necessary product information. The information helps us determine whether your processor is under warranty or not.

What information do I need to provide to determine if I have a boxed or OEM processor?

Provide all the markings from the top of the defective processor or fan heat sink.

See the guide to identifying current desktop processor and fan-heatsink markings about different desktop processor packages we support and what information to collect.

 
Is there any other information that I might need to provide?

You may be asked to provide a valid proof-of-purchase such as an invoice when you contact us. To help our support personnel fully understand the issue, be ready to describe any troubleshooting steps you've already tried.

 
 

What happens after the warranty is approved?
Once your warranty request is approved, we provide information on where to return the processor. Regarding the exchange, be aware of the following.

What is a Standard Warranty Replacement?

Standard Warranty Replacement is when you are required to return your processor to Intel before Intel ships the new processor out. If you are an end user or a non-channel member, you will use the standard warranty replacement process. Intel technology partners have additional options available.

Learn more at Intel® Reseller Center.

 
How can I prevent physical damage in the shipping process, and why should I care?

It is important to properly package the processor when you ship it back to Intel. If damage occurs during the shipping process, Intel reserves the right to reject the warranty claim.

The best way to ship the processor is to use the processor clamshell that ships in the box. If you do not have the clamshell, carefully wrap the processor in a protective material like bubble wrap. It is critical to insure that the processor is protected from damage or your warranty claim may be affected if the processor sustains physical damage during shipment.

 
 

What is an Intel engineering sample processor and can I receive a warranty on it?

Intel® engineering sample processors, also known as Intel® Qualification Sample Processors, are pre-production processors loaned to Intel's Original Equipment Manufacturers (OEMs), Original Device Manufacturers (ODMs), and Independent Software Vendors (ISVs). They are used in the product design cycle prior to product launch.

Can I purchase an Intel® engineering sample processor?

Intel engineering sample processors are provided by Intel under nondisclosure and/or special loan agreement terms with restrictions on the recipient's handling and use. They are not for sale or resale and are the sole property of Intel.

 
If I can't purchase an Intel® Engineering sample processor, where can I get it?

Contact your Intel representative like Field Application Engineer or Technical Marketing Engineer to get an engineering sample.

 
Can I receive a warranty on Intel® engineering sample processors?

Intel engineering sample processors are not covered under Intel warranty. They are generally not supported by Intel past the pre-production phase.

 
How do I identify Intel® engineering sample processors?

The easiest way to tell if you have an Intel engineering sample processor is to look at the processor topside markings. If you have a 4- or 5-digit Qspec you have an engineering sample. A production processor will have a 5-digit sSpec such as SLB9L on the topside markings. Another way to tell is if you see the letters "ES" on the top of the processor, as shown in the image below.


processor image  
Where can I learn more about Intel® engineering sample processors?

See Information about Intel Engineering/Qualification Sample Processors.