Brand new HP Spectre BL103NG - Not switching on

[dajackel12]

Hi

I purchased a brand new HP Spectre x360 and it's the German version, received it and it's not turning on at all. Tried plugging in the power cord and can't see any LEDs or any noise, held the power button down but nothing.

The device was sealed when delivered and unsure if I need to do anything ?

As it was a German device o changed the power cord to a UK one and used the same converter.

Do I need to let it charge for a certain amount of time or anything?

Also can the power USB c plug in any of the usb ports? I've tried all of them.

Thanks

[CherylG]

@dajackel12

When you plug in the power cord do you see a tiny light beside the charging port light up? It should be orange while charging and turn white when fully charged. Either USB-C can be used I believe. I am using a model in the same series as my loaner/test machine this year and either port can be used.

I would leave it plugged in awhile-maybe a couple of hours- and check for any change.

[dajackel12]

Hi,

Just had a quick look before work and I couldn't see any LEDs or lights on the device when I plugged it in?

Could It be the power brick?

[CherylG]

Yes,it could be the power adapter. Hopefully you can get an HP replacement because many third party usb-c power adapters don't work. Have you contacted the seller?

[dajackel12]

Hi,

Thanks for the reply.

The laptop was brand new and sealed and I've tried the original power brick with my own UK C5 power cord, unless the item was faulty from the factory maybe??

I'm going to try it again to check if it works and try a hard reboot.

If this doesn't work is the next option sending it off to HP? Will it be covered as it's a late ,2017 model?

Thanks

[CherylG]

@dajackel12

I have seen a few power adapters reported here on the forum as faulty out of the box. Doesn't happen often but still a chance. Normally ,warranty starts on date of purchase. However,I saw on another post that it is a German model and you live in UK? There may be a problem  since models are usually only serviced in the area they are marketed and sold in. Can't hurt to ring up HP Support in UK to inquire about a power adapter.

Hopefully it isn't something worse than power adapter. Could you take it in to a local place that sells HP and /or Spectres to see if they have a power adapter they could test with?

[dajackel12]

Thanks for the reply.

Just got home to test it again, checked the little charging led near the usb/power port and it's definitely not lighting up when plugging in the adaptor. I've changed the C5 power to see if that could be the issue but no luck.

It may be the power adaptor but I'm just thinking that as the item was brand new shouldn't the laptop have a little power in the battery to just start up or would it completely be dead out of the box?

I've been trying to get hold of HP Support but they're closed for the weekend in the UK! Is there anyway to get hold of HP agents to book it in to a service centre? Checked the warranty status online and still showing 17 months warranty so that's abit of a relief.

Any help would be great.

[CherylG]

@dajackel12

Yes,normally a laptop battery will have some charge when it arrives. That is a bit worrisome. As I mentioned-you may have problems getting warranty service without shipping it to Germany which is the country it was marketed for. Only the country it is marketed for will have parts  in the Service Center.

 In the meantime you can try contacting HP Support online via this link:

https://support.hp.com/us-en/contact-hp/product/hp-spectre-15-bl100-x360-convertible-pc/16779592/mod...

[dajackel12]

@cherylG

Thanks for the reply ,

I spoke to HP online chat who have scheduled a collection for it to be taken to the UK service centre, I fear as you've said that they may not have the part in but it does have a intentional warranty so I'm hoping they maybe able to ship it in maybe?

Also worse case scenario where I have to send it to the Germany Service Centre, do HP offer this as a service where I pay for the costs and would they return it back to me in the UK or would I need a Germany address for them to return it back?

Thanks again for the help

[CherylG]

With any luck, UK Service will be able to handle it for you. I'm sure the Spectre 15 BL1xx series has been marketed pretty much worldwide.With exception of things that are proprietary like kbd,etc they may have what it needs.

If you do have to send it to Germany HP will tell you what you need to do. Warranty does cover hardware no matter where you are. Usually,you will  be responsible for shipping costs to another country. May have to pay shipping both ways but it will be returned to you.