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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended
HP Pavillion 15-ec1024ax
Microsoft Windows 10 (64-bit)

Hello, a month back while working on my laptop it suddenly shut down in the middle and it would refuse to turn on. I gave it to a HP authorized service center in my city and they said that there was a problem with the motherboard and they replaced it. Just 1 day after receiving the laptop it started having the same problem again. I gave it to the service center again and they fixed it. Worked fine for another 2-3 days and started doing the same thing again. It started working again for some time but it shut down in the middle again and refuses to turn on again. This is the 4th time I am having the issue and I will have to visit the service center the 7th time. The service center claimed they "fixed it". When you press the power button, the LED on the power button does turn on. Nothing shows up on screen. When plugged in the charging light is on and white. I have tried all troubleshooting steps told by HP Support Agent to pinpoint the cause but no luck. My laptop keeps having recurring failures and I am tired of not being able to work on my laptop since the last month because the service center failed to fix my issue the first time. The laptop is still under warranty. Can I ask for a replacement of my unit? What steps would I have to take to ensure I get a replacement?

6 REPLIES 6
HP Recommended

Hello @yg117 

 

Sorry to hear that you are having problems ... and I would like to help you.

Before I can help you, I need some information.
What exactly did HP Support tell you to do in <all> cases?

HP Recommended

HP Support told me to press Win Key + B while pressing the power button, press Win Key + V and again press the power button. Press the F2 key repeatedly, press F10 when booting the laptop. None of these worked.

HP Recommended

Recommendation and solution

 

(1)  In your case: Service is required !
- The computer should be disassembled and checked.
- [always recommended] Thermal paste for CPU GPU and bridges should be renewed
- [always recommended] The function of the fan(s) must be checked

Short circuit test/repair

- bios/start chip test/reflash

- battery/power charger test

- General cleaning ...

 

HP warranty valid:

=> Contact HP Support, Service repair required !

 

No HP warranty:

If you can't do that, you should have it serviced by a professional notebook (chip level) repair store.

 

(2) Please report your results

HP Recommended

Hello, I have visited a service center 6-7 times before. My query was, if I can ask for a replacement of my unit because I keep having recurring failures. If yes, what steps do I have to take?

HP Recommended

At this point, an HP support representative should address the issue and find a satisfactory solution.

 

I think that they are reading this thread...

 

Good luck

HP Recommended

@yg117

 

Welcome to the HP Support Community. 

 

We shall escalate this case.

 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thank you for visiting the HP Support Community. 
 

 


 


I am an HP Employee

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