HP Spectre x360- unable to recognize adapter or charge (AC adapter itself is fine)

[TT1459]

I have a HP Spectre x360-13-4116dx (approx. 2 years old) unable to recognize AC adapter when plugged in. (LED indicator does not turn on when adapter is plugged into laptop.) Ran system diagnostics, tested battery and AC adapter. Battery test passed. AC adapter test failed. Tried plugging into a known-working wall outlet- no change. Used same AC adapter on a different laptop and AC adapter works fine. Despite this, I bought a new HP-compatible AC adapter anyway to try, but the laptop was still unable to recognize that a brand new adapter was plugged in. Tried hard reset- no change. No recent software or hardware changes. The laptop works fine except not being able to recognize AC adapter and charge.

Contacted HP customer support by phone. Rep suspected charge port. I mentioned this well known issue on the HP community forums with the motherboard on HP Spectre x360 models. He insisted that it wasn't a motherboard issue. Subsequently called the "back-end" team to get a quote for me for repairs. Lo and behold, the back-end team says that it IS the motherboard and quoted me $620 to fix it! They supposedly gave me a discount to bring it down to $500, which is still nearly 50% the purchase price of the laptop!

Needless to say, I am quite frustrated and disappointed with HP. This is not an anomalous/rare occurrence. If you were to google/search this problem, there are multiple posts on this issue all pointing back to a faulty motherboard. Some were able to get this repaired for free (even well out of warranty) whereas others were basically left with the choice of a huge repair bill or to purchase a new laptop. I've always been an HP-fan, but after this, I feel that my money may be better spent elsewhere. 

For the record, my HP customer service rep was nice and tried to help me as best he could. I do not blame him, just the orders he was given and of course, the faulty device itself that HP refuses to recognize or take responsibility for. I am going to compile all the posts about this issue into one document and forward it up the chain or out to the media/public. Hopefully someone will listen.

If anyone has any tips/tricks to help me get this known issue/problem repaired by HP for free, please let me know. If you are reading this because you are experiencing a similar problem and can't find a solution, please post it on this forum so that there is record of this happening to many HP spectre x360 customers. Thank you!

[CherylG]

I have seen some get a free repair-some get a discount as you were offered. Been quite awhile since I have seen any free repairs offered so that may be determined by age of laptop. If you have been through many threads here you may have seen some mention a repair service that has been used with success. If interested.

https://www.ebay.com/str/computerspartsrus

I haven't looked through all of the current listings but on most he mentions if he doesn't have your specific model listed to contact him and he will create a listing.

[TT1459]

Hi CherylG- Thank you for the response. I've seen your posts on many of these issues related to the HP Spectre x360 and appreciate all the help you extend to the community.

As for the repair service, I'll keep the link bookmarked for now. Thank you for including it. I'm still waiting to see if HP would reconsider the repair. If not, I'm debating if I want to put more money into this laptop or just invest in another non-HP one.