HP Spectre x360 USB C Charge Failure

[MarcusBennett]

W:\pim\comp\machines\hp happy 20200212

HP Spectre x360 convertible

Model 15-bl101na

Dear HP and Forum members

I am now writing up the Hardware Failure and subsequent recovery via repair for my Spectre x360 convertible laptop that I bought for just under 2000 GBP at the end of 2017

Previous Failures

Whilst less than 12 months old, a BIOS upgrade caused the machine to be unable to shutdown.   It required a full motherboard replacement which I was somewhat incredulous about!

Current Failure

One day the LED charge light was on, the next day it simply was not, and sure enough the laptop was not charging thru the USBC port that I normally used.   I was using the supplied HP charger.  I tried an Apple PD spec charger,  nothing, so it was not the charger.

I changed the charging to the other USB-C port which worked for a few days more, then that stopped working too, and then my laptop was TOTALLY DEAD

The laptop was just over 2 years old, it’s always been treated like a princess, and because this device is only ever used whilst I am away from my UK home, I can say that in 2 years it has had less than 400 hours use total in lifetime.  The laptop has never been water damaged, dropped or otherwise abused.

Called HP

HP was called and correctly determined it was out of warranty.  (Product and EC warranty)

HP support claimed no systematic issued with this generation of laptop, and the only repair measure was to pay for service.

I had to buy a repair option.  This cost me 300 GBP and the speed of collection, repair and replacement was excellent

Notes on Repair Procedure

I asked HP in a letter sent with the laptop to repair centre  for a specific cause of failure.  I was not happy about what I maintain is likely a premature failure, possibly due to inadequate design.    NO response was given by repair centre, other than the repair action was to REPLACE THE FULL motherboard

Current Analysis and Theories

I have the laptop back and it is working fine.  However I’m beginning to form a theory as to the reasons for failure.  IT IS LIKE THIS.  OBSERVATIONS

• If the laptop is doing even moderate work the internal cooling fan switches on STRONGLY
• If the laptop is plugged in and charging, even doing just web browsing the cooling fan is on STRONGLY

It is my theory that the cooling system is unable to cope with a normal operational load of charging plus even light work.

The cooling fan coming on at max speed is the same with this repaired laptop as the day I bought it, as to the first motherboard repair in 2018

Over time  I surmise it is likely that the inadequate cooling leads to degradation and eventual failure of the USBC charging circuit or close electronics.

It could also be that the USBC charge circuit is somehow inappropriately designed and so the fan which would have normally been sufficient is not in this design case.

If I am Right

Then the practical work around is to either charge the laptop, whilst its powered off.  Or use the laptop without mains power.  BUT NEVER BOTH

An awful workaround let me say  a 2000 GBP laptop

Marcus Comments

I wrote up the UK consumer rights position here. 

[edit]

Basically after 2 years I have no rights, except in the case where there was  a design issue with the laptop.    HP has claimed not, so basically, I am screwed.

I would however say that a 300 GBP repair bill for a 2000 GBP laptop that I used for << 400 hours of use is not what I call good value.  I will bear this in mind when I recommend a laptop to anybody, which as an IT professional and Educator is almost a daily occurrence.

A high spec, beautiful laptop, with great performance is just no good to me if it is not reliable.

Links

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Spectre-x360-won-t-turn-on-...

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Spectre-x360-not-charging-with...

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/USB-C-Port-is-not-charging-on-...

[edit]

Contact

You can contact me via this forum, or if you google  /Marcus Bennett/  or /Agata Marcus/ you should be able to track me down.

thanks for reading

Marcus Bennett  20200212

[KrazyToad]

@MarcusBennett

I have gone through your Post and I understand your concerns

I will escalate your concerns to the appropriate team. We will need few information

I have sent you a private message. Please reply back with the requested information

Please check your private message icon on the upper right corner of your HP Forums profile.

Next to your profile Name, you should see a little blue envelope

Thank you

[KrazyToad]

@MarcusBennett

We see that your issue was already escalated to HP's Escalation Team

We will send a re-escalation email to them stating that you have not been contacted and the issue has not been addressed properly and they will get back to you