Motherboard replacement - HP claim spillage, but I doubt it - opinions please?

[RickMtl]

I bought an Elitebook 850G7 for a client and about a year later, they experienced USB port failures.  As they use their laptops constantly, I sold them a new Elitebook 850 G8 and tested the G7.

The fix I found was to flash the BIOS, then EVERYTHING works perfectly, even all the USB ports.  I can connect 3-4 thumb drives and  a hub and all work.  However, if one connects an external 2.5" backup drive, there is a beep and then all USB ports don't work. I did too many tests to mention (reformat Win10, Win11, Linux, etc.) and the problem is DEFINITELY the motherboard.  Reflashing  BIOS fixes it every time.

 I spoke with HP and they offered to send me a replacement motherboard under warranty....or I could ship it to them and they will replace it under warranty.  While I am a computer engineer and HP reseller with 30+ yr experience and I can replace the board, I figured I wasted too much time and shipped HP the G7.  My mistake.

To my surprise, HP sent me an email and claim there is spillage and the repair won't be covered under warranty.  HP wants $1218 to replace the board.  I spoke with my  long time client and they swear they never eat/drink anywhere near their computers.  They are a law firm and I've sold them many HPs over the years.  In the past, if they messed up (and they have) like cracked a screen, tripped on a cord and flung the laptop across a room, they would admit it and I'd buy them a new HP laptop.  My client is adamant they did nothing wrong.  I believe them,

I escalated the case and now HP sent me photos (attached).  As a 'long time and valued HP reseller' they are offering me a 30% discount to $850.  As an electrical engineer who has seen and repair spills, this, to me, doesn't look like a spill.  The chips look burnt and most likely leaked a small amount of fluid.

The motherboard faces downward, so how can liquid go through the keyboard only be confined to a very small area?

I've had other clients admit to spilling liquids and in all cases, I disconnected the batteries (cmos too) removed the hard drives to recover data and cleaned up inside and left them dry for a month.  In all cases, they booted and have been working for years.  HP business models are definitely spill resistant.

Disturbingly, I've read reports that HP often claims 'spillage' and refuses repairs under warranty.

Thanks for reading this far, any comments/suggestions?

[RickMtl]

There must be some opinion on those photos.

To me, it looks like those chips failed/burnt.

I read several disturbing messages about others being refused warranty repair due to 'spillage'.

I've had other clients spill liquids and the damage/discoloration is obvious, plus the keys are sticky.

This is not the case here.

Are others being refused warranty repair?  I'd love to hear from you.

[RickMtl]

Short update...

HP is refusing to replace the motherboard.  HP is insisting it is spillage.  My client (law firm) is adamant they didn't do anything wrong.  My client's firm only uses HP computers.  Now, my client's firm will be reviewing that policy.

I'm wondering why no one is commenting on those photos.  Could the HP moderators be deleting any comments agreeing with me that those photos are not indicative of spillage?

HP billing wants my payment info and $1218 for a repair?  Who in their right mind would agree to that?

I sent HP a perfectly functional laptop (unless one connects an external 2.5" drive).  When they offered to return it unrepaired, I stated, "I hope it will be in the same condition as when I sent it in", their reply, "We cannot guarantee anything and the board is damaged".

If HP treats a long time HP reseller (me) like this and is prepared to really piss off a law firm, imagine how they will treat the average customer?

I'll keep you posted.

if anyone wants to email me privately, I can be reached at richardinmontreal via **bleep**