HP Spectre x360 Convertible laptop died within the warranty period

[Dafolina]

I purchased the HP Spectre X360 Convertible laptop directly from HP to discover it ceased operation nine months later.  The laptop has never moved away from its docking (hub) configuration at home and never been exposed to anything that could harm it.

The laptop is currently in the workshop for over four weeks because HP would not honour the warranty, rather pointing to a bit of moist on the bottom cover, battery and ‘dry rust’ (can anyone please explain what this mean?) on the SSD cover.   The case managers could not explain what the fault is and tried to avoid communications with me.  HP insisted that I pay for the replacement of the main computer board at 84% of the purchase price of the laptop, which I found an outrageous proposition.

If this is what HP can offer during the warranty period, what support will I get when the laptop is out of warranty?  This is the rudest support service I ever experienced.

What do I need to do to get out of this miserable situation and who do I talk to higher up in the organization?

[Raj_05]

Hi @Dafolina,

Welcome to the HP support community.

Please help us with the laptop serial number or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Alden4
HP Support 

[Dafolina]

I sent you the Product Number in a Private Message.

[Dafolina]

Hi Alden4,

I get the feeling that everyone at HP is playing games, rather then attending to the real issues.

you asked me for the serial number or the product number and I provided you with both.  It appears I am wasting my time trying to do the right thing from my side and it is reaching deaf ears.

Apart from sending me automated delayed replies with nothing of substance I cannot see the problems with my laptop resolved.

I look forward to hearing from you.

[Raj_05]

Hi @Dafolina,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support 

[Dafolina]

Hello Alden4,

I would not be resorting to HP Community without first going through the normal channels.  I have been to the official HP Support but it appears they do not want to get my laptop repaired or replaced.

I have been pushed around by various HP staff for more than a month so you can imagin how frustrated a person can get not having a working laptop, still within the warranty period.

Would you be able to connect me with someone more senior who is able to listen and make decisions?