HP Facebook support is TERRIBLE

[Nazigol931]

I couldn't add my product name on the options. So I mention it here. My product is HP Pavilion gaming 15. I have only one HP product registered anyway. 

I contacted your Facebook support and they weren't helpful and kept saying we have answered your question where they didn't.  I also posted here and while the person answered to my post initially it didn't answer that afterwards so I'm asking my question again.

First,  I wanna rate that terrible Facebook support because they bothered me a lot and didn't provide survey at the end so I wanna rate them if possible. 

Second, I wanna buy a power bank/station that to charge my laptop off grid. The Facebook support said while my laptop supports USB type c charging it is not recommended to do so. If it's true I wanna know why? Does it harm the battery? I also wanna know what's the name of this port on chargers so I can buy a power bank/station that supports this port. Thanks 

[Garp_senchau]

@Nazigol931, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Thank you for reaching out and I'm sorry to hear about your recent experience with our support. I'm here to help clarify everything for you.

Regarding USB-C Charging on Your HP Pavilion Gaming 15:

Based on what you've described and the image you provided, the charging port on your laptop is a standard 3-pin HP Smart AC power connector, not USB-C. This means your unit does not support charging via USB-C — even though it may have a USB-C port for data and display.

To confirm this 100% for your exact model, kindly send me your laptop's serial number via private message, and I’ll double-check the specifications for you.

⚠️ Important: Charging a laptop with an unsupported power source (like USB-C if not supported) can lead to:

Insufficient power delivery

Battery not charging or draining quickly

Potential long-term damage to charging circuitry or battery health

About a Power Bank/Power Station for Off-Grid Use:

Since your device uses the HP Smart AC connector, you would need a power bank or power station with an AC outlet (standard wall socket), and it must support at least 150W output, depending on your exact model and power adapter wattage (commonly 150W or 200W for gaming laptops).

Look for:

Pure sine wave output (safer for electronics).

Check your current adapter’s wattage to match the output.

Feedback About Facebook Support:

Thanks for your feedback regarding the support you received on Facebook. I truly apologize for the inconvenience, and I’ll make sure to let our senior support team know about your experience.

Let’s get this sorted properly — please send your serial number via private message, and I’ll confirm everything for your exact configuration. Thank you again for your patience.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[Nazigol931]

Hi just sent u my serial number. So u mean u can't even track the person to see who they were?? The time and date I sent them the message is clear. It's so inconvenient that they cannot track their agent. At least they should provide a case number everytime someone new replies.

Btw wdym by "SMART" AC connector? What's special about it?

[Garp_senchau]

Hey @Nazigol931,

Thank you for your response

Thank you for sharing the details. However, it seems you've provided the model number instead of the serial number. The serial number should be a 10-digit alphanumeric code.

Also, whenever you contact an HP agent, you should receive a unique case ID. I hope you’ve received one—please check your email for it. If not, kindly share the serial number, and I’ll look into the issue further.

Also, the term "Smart" in the context of HP's Smart AC Adaptor refers to the technology integrated into the power adaptor that optimizes charging efficiency and protects the connected device from power surges or fluctuations. HP Smart AC Adaptors are designed to communicate with the laptop to ensure optimal power delivery.

Some key features of Smart AC Adaptors include:

Power Management: They can automatically adjust the power output to match the requirements of different laptop models, ensuring efficient power delivery and charging.

Device Protection: They help protect the laptop from damage caused by power fluctuations, which can extend the lifespan of the laptop's battery and other components.

Compatibility: Smart AC Adaptors can work with multiple HP devices, providing a versatile and reliable power source for different HP laptops and notebooks. 

I hope this helps.

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[Nazigol931]

Hi sorry just sent u my serial number. I have texted two HP profiles on Facebook one title "HP" and the other "HP Support" the last one I contacted surely did not give me any case number and for the rest I don't remember I have to check