HP Envy x360 15 Series Laptop Motherboard Dead, Suspected Water Damage

[nellynz]

G'day, I purchased a new laptop from harvey norman in mount roskill in march this year (2020). In late may, i restarted my laptop after a windows update and then it did not turn on again. 

After trying all the troubleshooting steps I got nothing, just an amber led light when I plugged the charger in that turned to a solid white after a couple of hours. 

Upon defeat with trying to troubleshoot the issue I decided to take the laptop back to harvey norman as it was only 3 months old and I thought it wouldn't be an issue for them to send it off to get fixed. The  HP ENVY x360 - 15-ds0041au cost me just a little under $2,000 and being a sickness beneficiary this was a huge purchase for me and took a couple of years of saving.

When i dropped the laptop off at harvey norman, the lady looked at the laptop and said it probably won't be covered under warranty and said it would be because the screen was damaged (it was fine). After filling me with doubt about getting a warranty fix, she sent the laptop off to HP and they then diagnosed the issue to be water damage and this had shorted the motherboard, this was news to me as I had never spilled or had any liquids near me new laptop in the short 3 months of having it.

They sent me these photos and declined any explanation as to how this suspected water damage shorted the motherboard, after reading other peoples posts about this I decided to write my own, is HP dodging warranty's with suspected water damage? I had no idea HP was so cut-throat with warranty's they deny people on suspicion and expect the worst of people, I always look after my possessions especially the very expensive ones.

[Personal Information Removed]

Product Number:8LA47PA

[praveen196]

@nellynz Welcome to HP Community!

I understand that the HP Envy x360 15 Series Laptop Motherboard Dead.

In that case, I would suggets you contact our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[nellynz]

Hey,

I've already spoken to HP phone support before I wrote this post, I told them my situation and then they told me to call the service center that my laptop was sent to by Harvey Norman Mt. Roskill which they said is an HP service center.

I then thought no point in calling them because they are the ones that sent me a quote for $1,100 to replace the motherboard, same people that sent me the photos I posted earlier and denied warranty on suspected water damage.

Product: HP Envy 15, 3 months old, dead motherboard

Repair Center - DTSL Auckland

[Personal Information Removed]

Product Number:8LA47PA

[praveen196]

@nellynz 

I understand your concerns.

You may contact the local service center for repair.

Have a nice day!!

[nellynz]

Hi,

Contacted the local service centre DTSL and as I thought they asked me if I was ready to accept the quote of $1,100 to fix the laptop which is 2/3 of the laptops value, what do you think, do the pictures they took look like water damage to you?

Looks like condensation to me none of which seems to be near the motherboard or power-supply?

Should I take it to someone else for a second opinion, hp's customer service is starting to frustrate me, why they make such a big deal about these issues when they are known to have crappy motherboards and motherboard failure is a common fault in HP laptops?

Regards,

Nelson

[praveen196]

@nellynz

I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

Please look for a private message requesting additional information.

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

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

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

Thank you for visiting the HP Support Community.

[nellynz]

Hi,

For anyone reading this thread HP has no sorted the issue, it was escalated, which resulted in a phone call to me to tell me what I already knew and was a complete waste of time, got nowhere and HP did nothing.

After months of trying to deal with HP support I realized the issue was not being solved and we were going round in circles, I've decided to take the retailer to the disputes tribunal under the consumer guarantees act 1993 to try and get a refund, repair or replacement for the $2,000 3 month old laptop that died after a windows update.

I will post an update with the result of the case against the retailer.

Buyers beware, HP is extremely shady and difficult to deal with when it comes to warranty issues and they will do their best to dodge to improve the net profits and bottom line at the expense of their loyal customers, dealing with Acer or other manufacturers is a much more pleasant experience than HP, worst customer experience ever, will never go HP again.

Thanks & Regards,

Nelson