220-1102 Question 654
Single answerWarranty and licensingA small business purchased 15 new laptops from a manufacturer that included a 3-year limited warranty and OEM Windows licenses. Six months later, one laptop’s motherboard fails. The technician confirms the device is still under warranty, but the user also wants the failing hard drive replaced with a larger SSD and Windows reinstalled. Which action should the technician take FIRST to remain compliant with warranty and licensing requirements while minimizing the risk of denied service?
- A
Replace the motherboard and SSD in-house, reinstall Windows from a retail license key, and contact the manufacturer only if the repair fails
- B
Contact the manufacturer for warranty service on the motherboard issue, document the current Windows OEM license, and verify whether customer-performed SSD replacement affects warranty terms before making hardware changes
- C
Remove the hard drive, clone it to the new SSD, and send the laptop to the manufacturer without mentioning the storage upgrade because it is unrelated to the motherboard failure
- D
Use a volume license image from another company laptop, replace the motherboard locally, and keep the original COA information on file in case of an audit
Show answer and explanation
Correct answer: B
Explanation
The best first step is to confirm and follow the manufacturer’s warranty process before making hardware changes. Many vendors require that covered repairs, especially for major components like motherboards, be performed by authorized technicians or under an approved service workflow. Unapproved repairs or undocumented modifications can delay or void coverage depending on the warranty terms. On the licensing side, OEM Windows licenses are generally intended for the original device and should be documented and preserved during recovery or reinstallation rather than replaced with a retail or unrelated volume license. In practice, technicians should review the vendor’s warranty documentation, check whether customer upgrades such as SSD replacement are considered customer-replaceable actions, and maintain accurate records of the system’s original Windows entitlement. This reflects common A+ Core 2 expectations around both warranty compliance and proper software licensing.
- A. Incorrect.
Incorrect. Performing an internal motherboard replacement first can violate the manufacturer’s warranty process if the device requires authorized service or preapproval. Reinstalling Windows with a retail license key is also inappropriate because the laptop already has an OEM license tied to that device. This option reflects two common mistakes: bypassing warranty procedure and assuming any valid Windows key can be substituted for the original license model.
- B. Correct.
Correct. The failed motherboard is the primary warranty issue, so the technician should first follow the manufacturer’s warranty process and confirm whether self-service upgrades, such as replacing the drive with a larger SSD, are allowed without affecting coverage. Documenting the existing OEM Windows license is also important because OEM licensing is associated with the original device and should be preserved during repair or reinstallation. This approach aligns with standard best practices: verify warranty status and terms before opening or altering covered hardware, and maintain proper licensing records during OS recovery.
- C. Incorrect.
Incorrect. Concealing hardware changes from the manufacturer is unprofessional and can complicate warranty claims if the vendor inspects the system and finds undocumented modifications. Although cloning to a new SSD might be technically possible, the first priority in this scenario is confirming warranty requirements before making changes that could affect service eligibility. The misconception here is that upgrades unrelated to the failed component do not matter to the warranty provider.
- D. Incorrect.
Incorrect. Using a volume license image from another company laptop is only appropriate if the organization actually has valid volume licensing rights and imaging rights for that system. In this scenario, the systems were purchased with OEM Windows licenses, so substituting a different licensing model without entitlement is noncompliant. Replacing the motherboard locally also risks violating warranty terms. Keeping COA information does not correct an improper license deployment.