HP Envy x360 convertible after purchase issues

[telamon25346]

I've recently bought an HP envy x360 convertible. the one with amd ryzen 5 and vega graphics. 

I like the laptop very much, I purchased it a few months ago in the fall to use for school. After the first few days of purchase the laptop was fine. However, over time issues started to show up . 

after first week or two of use:

•  shutting the laptop usually put it to sleep, but now whenever I shut the laptop and re-opened it, the screen went black. didn't light up at all. but the keyboard lit up and so did the power button. after some fiddling with the keyboard, I decided to force restart it by holding the power button down. After that the laptop would startup like normal, touchscreen worked, it was responsive, everything was fine. This exact situation happened consistently almost every time I shut the laptop.

after about a month of use:

• on top of the problems mentioned above, issues started to show up with the screen orientation. If I used the laptop in tablet mode (by rotating the screen 360 degrres) and then put it back into laptop use, touchscreen would stop working completely. regardless if I turned tablet mode back on or off.
• on different occasions, after reopening the laptop (or restarting it after getting a black screen), bluetooth would be completely disconnected. the toggle would disappear, there would be no bluetooth on my laptop at all unless I restarted it again.

I ignored these problems at first, because they would usually just require a restart to get everything working perfectly as if nothing happened. not sure why they were happening but thought nothing of it. but a more severe problem started occurring:

after a couple months of use:

• letting the laptop time out, or leaving it idle until the screen went black would completely shut the laptop down. regardless if it's plugged in or not. on top of this, the laptop started to overheat a lot when this happened. one night I put my laptop to sleep and the heat had caused some of the paint on the aluminium under the laptop to fade away, revealing a smooth feeling silver metal instead of a dark black.

 

• some of my bluetooth devices would get completely disconeccted, like I mentioned before, but now they wouldn't reconnect even after a restart. I had to click "forget this device" in bluetooth settings and re-pair my device to the laptop to get it to work. I tested the same devices on other computers and phones, they all worked fine. only on this laptop. 

I wish these were the last of my problems, but it's gotten completely worse. 

I'm about 4 months in use of my laptop now, the original issues I've been dealing with have started to frustrate me, I was considering going to HP support to explain my problems, but last week and today a new problem showed up involving my display. 

• last Wednesday, my screen brightness would suddenly drop to the lowest setting. A restart didn't fix it, changing the brightness manually didn't fix it. the brightness would return to normal at random moments throughout the day. this continued all throughout the week up to yesterday. 
• Today, as I was working on some documents, my screen started tearing. a line would show up in the middle of the screen, shifting the top half of the screen to the left a bit. the line then moved up to the top of my screen repeatedly, after a few seconds of this, my screen went back to normal. Not sure what it was, I continued to type for a few more minutes, then it came back. but it continually got more and more distorted as it continued. colors started to shift too. I took a video and a picture of it happening, then it stopped shortly after. my screen went back to normal. but then the process restarted again after a few minutes. it became a process

before I turned my computer off again, I installed the recommended graphics and bios drivers from HP's website to try and fix it. after the software install restarted my computer, everything seemed fine for a half hour. but then the screen flickering and distortion came back. 

I went into the BIOS to see if the screen flickering was there, but nothing happened there. it only happened after I turned on windows and started moving my mouse. 

I've sent a support tixket to HP support, but I'm not sure what type of problem this is. my laptop is brand new and It hasn't left my desk at home unless I pick it up to use in tablet mode. I don't necessarily think it needs a screen repair, because ths screen is fine in the bios and when starting up but something is definitely wrong with the entire laptop. 

 

 this is what the distortion looks like on startup, but it goes away when I go to the login screen here:

 

[telamon25346]

I give up, I'm returning this laptop, throwing it away, HP made a low quality product why should I bother working with it. I've read all over the forums and many other people with the x360 platform have experienced the same issues. terribly built laptop. HP won't care to adress these issues so I've taken it into my own hands. telling everyone I come across that they can buy any other laptop EXCEPT an HP. I would've appreciated the advice. now I've lost the majority of my school work and assignments I can't access especially during this corona pandemic when I need it most. If you're reading this and considering buying an HP laptop. don't. if a laptop like the x360 CLEARLY has issues like these among many buyers, I can only imagine what other devices have the same level of quality at hp. it'll save you your hard earned money, time, and headaches 

[Echo_Lake]

@telamon25346

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). 

Thank you for visiting the HP Support Community.

[Echo_Lake]

@telamon25346

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). 

Thank you for visiting the HP Support Community.

[telamon25346]

I still have not been contacted by anyone at HP

? 

I haven't recieved a private message or email. 

[pk005]

I have had the same issues as described above now going on 5 months. The issue was resolved in the fall and once again this winter. Both times the HP support chat instructed me to do a system reset and the problem went away for about 1-2 months before returning. This is the third time now the problem has returned and when I told the HP support chat team they instructed me to once again perform a reset. I do not want to continue performing resets and would like a permanent solution, rather it be via replacement or repair.

[telamon25346]

If it's still in warranty you can send it for repair completely free including shipping. I forgot to update this thread but I got my device repaired. works basically like new now. I highly recommend, as the thread says my laptop was unusable and I was very frustrated with it. 

[pk005]

Thanks for the info, that will probably be what I end up doing.