Hardware problem with Spectre 13-4002dx

[Leeze]

I have a very low usage time laptop that will not turn on.  I have tracked the problem down and found that there are many other customers with the same problem and it is caused by a failure of the motherboard.  The AC adapter has an output but the charge light will not come on and the computer when plugged in.  The problem first  happened when I turned on the computer after not using it for a week.  When I first turned it on the power light flashed on and off the went completely off.  This means the battery was low and then shut the computer off.  I had it plugged in at the time and the charge light would not come on.  After investigating the problem on the internet I found out that over 30 customers had the same problem and that it was due to a failure of a component on the mother board.  I understand that HP has fixed some of them by replacing the motherboard but suspect the motherboard was fixed.  When a company has a high failure rate of a product that the service department will have a number of repaired board available and use them in an exchange program.  A repaired motherboard will replace the bad one and the failed mother boar will be repaired and  put into the stock of repaired boards.  I would like to know what action HP will take to correct my laptop.  A number of customers complained about a motherboard replacement that cost almost a much as the computer when it was purchased.

[The_Fossette · Accepted solution]

@Leeze,

Welcome to the HP Support Community!

I reviewed your post and I understand that the computer is not powering on.

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you contact support and they will assist you in this regard.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[Leeze]

Thank you very much for your quick response to the problem with the 360 . I did immediately follow your directions.  I gave HP all the information requested and got a response that a case had been opened (Case # [edited] 11/6/19).  I called HP Support on 11/13/19 because I did not hear beyond knowing that that had received the information.  The individual indicated that there was no status on the case and couldn't give me any information.   I was going to wait for a response but before getting back on the forum but decided to contact you because so much time has passed.  Would appreciate any suggestion you now have.

[Leeze]

Product Name: HP Spectre x360 Convertible 13,

Product Number: L0Q56UA#ABA,

Motherboard ID: 802D

[The_Fossette]

@Leeze,

I recommend you contact support as all the repair options are available with the support team and they will assist you in this regard.

Cheers!