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crtbilly
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HP ENVY Laptop 13-ad1xx Buldge forming in the middle under the touch pad. can see gaps

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HP ENVY Laptop 13-ad1xx6530
Microsoft Windows 10 (64-bit)

So my issue is two fold. The reason I am reaching out today is because my computer is showing a bulge in the middle under where the track pad is located. I can see a small gap forming between the clamshell case. I have delt with this before with other electronics devices and believe it to be the battery.

 

I am however not able to reach support. every time I open a chat session with them I get "The support session cannot be started." I have tried different computers as well as browser with the same result. I even used the HP support tool installed on the computer. All have failed.

 

I would like to get this process moving forward but am out of ideas on how to continue with HP support on this.

 

Thanks,

 

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Huffer
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It's 100% the battery. Are you under warranty? 


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crtbilly
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I am under extended warranty. HP 3YR IN-HOME W/ADP SUPPORT PACK but am on my finial 2 months.

 

I can't seem to get the chat support tool to work on any device or tool. it always says it gets disconnected.  "The support session cannot be started."

 

 

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Huffer
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Gonna have to escalate you. This is not a warranty claim portal. Will try to get an HP person to intervene. 


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crtbilly
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thanks for your insight. I have noticed that the contact support page for hp has changed and there is no longer an option for chat. I was hoping I would to see an escalation path this morning here but I appears unchanged.

 

 

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crtbilly
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Was able to get threw to phone support. Boy what a long call and a head ache. I have my RMA and shipping box being sent out. I sure hope this part of the support process is seamless.

 

 

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praveenbv
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Hi @crtbilly

 

Welcome to the HP Support Community.  

 

As this is a hardware issue, I'd suggest you Contact HP in your region regarding the service options for your computer. or HP chat support Team

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.   

 

Have a great day!  

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping! 

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crtbilly
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Well I did finally reach support over the phone. After some time explaining I finally got the RMA process started. They gave me an estimate of 10 days.

 

I got the box 3/19 sent in 3/20 and hp got it on 3/25. The whole time the estimate was 3/31 for repair and ship out. Well today I was hoping to receive notification that my computer was being sent back to me. Instead I was pushed back 2 months. This is beyond unacceptable. If they meet that date it would on been almost 1/4 of a year for a repair.

 

Battery replacement is not a big job. Parts are available for $40 online. I took advantage of my warranty only to have hp hold my computer in a warehouse for two months. The more concerning part is the swollen battery. What is it's status. Is it doing more damage? Has it started to leAk? Has it started a fire?

 

Unsatisfied to say the least.

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Echo_Lake
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@crtbilly

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, 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.

Thank you for visiting the HP Support Community.

ECHO_LAKE
I am an HP Employee

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