Can't contact customer support

[Imatd519]

I have been using this computer for less than 2 months and it is still under warranty. On Saturday morning I went to open it and it seemed dead. It had been plugged in over night, but i plugged it in again and it seemed to be charging. I opened the screen slowly and could see my homepage for just a second before it went black. I did this a few more times. Same result. I let it charge until for two hours and tried again. Same result, but I was able to see that it showed the battery symbol in the right hand corner with an X through it. Then I tried again and it showed full charge. No matter what I did, the screen went black within a second. I went online to the HP virtual assistant and did the hard reset as it directed. Now it doesn't turn on at all. I tried using HP's support page and filled out the form to chat with an agent. The "submit" button doesn't work! It seems to be the same form regardless of whether you want to chat online, call, or receive a call. I also tried the Facebook chat and I am getting responses so slowly that we aren't getting anywhere! I need a phone number I can actually dial as the form submission does not work!

[VikramTheGreat]

Hi @Imatd519,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I’m sorry to hear about the trouble you’re facing with your HP laptop and the support form not working. You’ve done all the right things so far, and I can imagine how frustrating this must be, especially when you're trying to get help under warranty.

Troubleshooting Your Laptop’s Black Screen & Battery Symbol Issue

Based on your description, seeing the homepage briefly, the battery symbol with an X, and now no power, this could be a battery or motherboard issue. Here's what HP officially recommends:
 

1. Hard Reset (Already Tried)

Since this made things worse, skip repeating it.
 

2. External Monitor Test

Try connecting your laptop to an external monitor to check if the display is the issue. If the external monitor works, it’s likely a screen or GPU problem.
 

3. Battery Error (601 or 60X)

The battery symbol with an X may indicate a 601 error, meaning the battery capacity is critically low or not detected. HP recommends:

• Updating BIOS
• Running Battery Diagnostics via UEFI
  Steps:
  • Turn off the laptop.
  • Press Esc repeatedly on startup → Press F2 for diagnostics.
  • Go to Component Tests → Power → Battery Test

Please find the link for more help: HP Notebook PCs - 601 or 60X error is displayed on a black screen | HP® Support

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat