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05-26-2019 10:39 PM - edited 05-26-2019 11:50 PM
I puchased a HP Spectre x360 13 inch in February 2019 - this YEAR !!
I was working on a document this morning and the whole laptop just turned off, at first I thought it had gone to sleep, but I can not turn it back on.
The laptop was charged to 98%
I tried the following:
Hard restart Mute and Power Key - did not work
Tried to access BIOS by the Windows and B keys and Power Key - Did not work
I let it charge for over an hour and then tried again - no luck
We do not have a Support Centre here in Australia only in Singapore, so I am arranging to get it sent to Signapore and repaired.
MY QUESTION IS:
I googled it and it seems to be a common issue with everyone saying it the Motherboard? If this is such a common issue why has HP not resolved it?
Can I relay on the laptop after it's beem repaired, it's critical to my business.
05-27-2019 06:53 PM
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05-27-2019 07:18 PM
My biggest question is can I rely on the laptop even after a new motherboard has been put in.
I travel a lot for business and if this occurs while I am away, I loose billable hours for my company.
Has anyone had their motherboard fail after it was replace?
07-10-2019 06:06 PM - edited 07-10-2019 06:37 PM
It is now the 11 July, and yesterday I finally got my laptop back, apparently it was the battery.
The Stressful Process (even though the Support Rep was amazing):
- Reported the laptop for warranty 28th May 19.
- Laptop picked up and sent to Singapore from Australia (they do NOT have a tech support facility in Australia)
- After 2 weeks I contacted them, they said it was the battery and they didn't have the part, They ordered the part told it would be there on the 2nd July.
- Received an email saying part is delayed. OK, I was being patient.....
- I called them and said I need it back no later than the 12 July as I am flying out, support was lovely and said they would make it a priority.
- I received an email saying the are sending the Laptop back un-repaired (at my request - This was a bit of a stressful moment as it was NOT at my request)
- I called them asking what was happening - they said they had the part in Australia and would be sending out a local tech to install it.
- Local tech installed yesterday.
WHAT A DRAMA, all the time and all of the costs of the couriers (I am 4 hours from a major capital city) courier to Singapore and back, new part sent to a local technician via courier, cost of local external tech, wouldn't it have been cheaper to give me a new laptop seeing as it was only 12 weeks old?
HP, I seriously think you should consider simply replacing laptops if they are rather new, the cost to HP and my time I was without my work tool was insane.
As stressful and time consuming as this was, I do have to give credit to your support - her name was Jasmine from PPS CSS SST, she did her absolute best, but HP overall need to reconsider their warranty process.
08-02-2019 10:30 AM
This seems to be a Motherboard issue. Please contact HP Support for Service Options
Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true and select your Country to get the Contact details for HP Support
Thank you 😊
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I Am An HP Employee