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HP Recommended
HP ENVY x360 Laptop - 13-ay0008na
Microsoft Windows 11

Repair rejected because of "liquid spillage" but the only liquid it could be is  an approved sanitiser/cleaning  spray fluid I used on the outside only for  HP staff protection just before its despatch via DPD.

The problem is a split case near the  hinge which is completely unrelated to any liquid issue and not consequent on any physical damage.

 
 
 
7 REPLIES 7
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Good luck dealing with HP 😞

 

I'm sure you read the details of my case.  From now on, if I buy any HP products, it will be from Costco and the consumer models.  I used to thing that getting the better Elitebook models with better warranty was worth it.  HP also claims they are 'spill resistant', but then HP denies repairs.

 

I've seen first hand cases where my client admitted spilling things onto the keyboard (beer, coffee, tea, water) and initially, the laptops didn't work.  In all case (but the one I post here recently), I opened the cases, took out the drives to recover data, disconnected the batteries (CMOS too) and left them to dry out for a month or two.  In all cases, they all booted and worked properly.  I am impressed with that and only bought HP.

 

My recent case looks much more like tiny areas of defective components on the motherboard.  HP refuses to do anything and wanted $1218 Cdn to repair it!??  I'm a long time HP user and computer consultant/reseller and they would not help me out.

 

I wouldn't hold my breath hoping for HP to sort out your problem.

It isn't just HP, all companies find excuses not to pay out/fix issues.  sigh 😞

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There is absolutely nothing wrong with the laptop's functionality everything works properly and there is no damage at all.
The casing has just split apart near the hinge  which  is a fault completely unrelated to any claimed liquid spillage.

 

I called  HP support today  and was told my complaint had been escalated to Level 2 and I would just have to wait until someone got in touch because  it was not possible for me to be put through to them to discuss the matter.

 

Very unhappy about this, my laptop was video scanned  by them thoroughly before being approved for despatch to the repair centre under warranty.

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here is the split case starting at the hingehere is the split case starting at the hinge

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In my case too, I explained the problem and all the tests I ran to confirm it is a defective motherboard.

HP asked if i could change the motherboard myself (I guess from my explanation and test I ran, they knew I had 30+ years experience and could change it myself) and they offered to send my a new motherboard.

 

As I wasted so much time proving the problem, I took their offer to ship it free to HP and they would swap the parts.  While I could do it, I didn't have a spare 2 hrs to deal with this.  That was my mistake, I should have accepted their offer of a replacement motherboard.  Once they have the unit, they claimed spillage and wanted $1218 to repair it ... sigh.

 

I too emailed (one can't talk on the phone with HP) and have dozens of emails back and forth and got nowhere.

I reminded them that I am a computer consultant/reseller who sells HP for over 30 year and only recommend HP products, but all they could do was lower the repair by 30%, still almost $900 for a defective part.

 

Good luck, but I doubt you will get anywhere.  If you do, post it here!

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Pleased to report HP have just sent me an email confirming my laptop has been repaired and is being despatched  immediately.😀

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Wow, that is great news.  Glad to hear about the repair.

It is good to know at least some messages are being read by HP and that they do the right thing for their customers.

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Looks like persistence pays off in the end, 

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