HP Pavilion x360 - random shutdown, no warning, problem since 1.5 years

[Frustrated201]

Hi Team,

It is with great disappointment that I write this post because I no longer have the patience to explain the same problem that I’ve already explained over the phone, and whatsapp chat no less than 15 times now. Ever since I purchased this laptop less than 2 years ago, I’ve been facing issues one after another and having purchased an extended warranty has proved to be useless. One doesn’t expect such bad performance from a laptop after having spent months of savings of over 90k.

Since June 2019, I’ve raised complaints about my laptop shutting down randomly without any warning messages about low battery. I was made to update BIOS, uninstall the battery indication driver, reset my OS, but nothing helped. Finally, a complaint went through in August as what was assumed to be a battery issue and the battery was replaced.

Since March 2020, no less than 7 months later, I began to notice the same pattern again. Laptop shuts down randomly with no warning and when the charger is plugged there is a lot of fan noise and the laptop begins to heat up a lot more than normal. I also had part of my screen popping out. Both issues were raised to the customer care, however, only one was acknowledged and fixed. The screen was all better now but the laptop would still shut down randomly. The technician asked me to call customer care again.

I couldn’t raise the complaint again due to lockdown so I was told to wait. Raised a complaint over WhatsApp chat again by end of June 2020, and despite having an extended warranty on the laptop, I was told service would not be provided to me. No one was sent for inspection.

I couldn’t take it anymore, so I called the customer care again in September 2020 for the random shut downs and overheating and fan noise while charging. They sent someone who cleaned the vents and applied thermal paste. It was not enough to help. They did not acknowledge the power issue even though I had specifically asked them to! The technician asked to call the customer care again. So I did, AGAIN!

Finally, on 9th October, my issue was at least acknowledged and I was provided a case ID – 5054862422. I was told that a service center would get in touch with me within 48 hours but I heard nothing.

I called customer care again on 14th October, was given the number to the service center which was switched off.

Called the customer care again on 15th October, was given the number of the manager who did not receive over 10 of my calls nor did I receive any call back from them.

Called the customer care again on 16th October, was told the issue would be escalated and I’d be provided an update by EOD. I received no calls or emails.

Called the customer care again on 19th October, and after having explained my issue to four different people again and again. I was given the same response as 16th. I was promised an update by EOD no less than 5 times but I got nothing. 

I no longer have patience to deal with this. Can you blame me?

HP website says the turnaround time for repairs is 3 business working days but it's been over 11 days and nobody is helping me. 

[Frustrated201]

Update  -

After calling customer care today, I was given the same response again. That I will be given a call soon from a supervisor. 

Please tell me how and why I have issues with the laptop shutting down every 7 months. 

Period during which the laptop worked fine -
November 2018 - June 2019 

September 2019 - March 2020

Plus the battery checks are so inconsistent. Depends on how it shuts down - if done randomly, then the battery test shows failed and if shut down deliberately then the battery check passes! This doesn't seem like a battery issue to me because on some days I can use it for 2 to 2 and half hours but on others it doesn't even last past an hour.

Somebody please help!

[Riddle_Decipher]

@Frustrated201 I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

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 simply click here.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

Thank you for visiting the HP Support Community. 

[Frustrated201]

Update - I have not received any calls or update from the HP team. It's been two months since I've trying to reach the customer care. Everyone tells me that they will escalate it to someone senior. Then why am I not getting any communication from them regarding this? My case is still open! IT'S BEEN TWO MONTHS!