I’ve sent my laptop twice for repairs because the keyboard randomly shutting off.

[Saint22]

I purchased the Spectre x360 14” in December 2024, and after a month, the keyboard has started randomly turning off. It’s been 257 days since I’ve been sending the laptop back and forth to repairs, but the repair center is unable to fix the issue. I’ve taken several videos of the keyboard turning off, even the screen going black.

From the start of college, I’ve never had a proper working laptop to use for my classes. I’ve spent days without a laptop, which has put me at a disadvantage. I’ve had about three escalation managers, but two of them didn’t call me back and simply closed my case. When I try to contact any of the three, I can’t get them even when they gave me numbers with extensions.

Now, the third manager doesn’t understand that they’ve failed to repair the laptop multiple times and I want a buyback, not a 30-refund, which he keeps mentioning. My laptop is being sent back to me for the third time (they still couldn’t figure it out), and I’m exhausted, frustrated, and stressed out.

[Garp_senchau · Accepted solution]

@Saint22, Welcome to HP Support Community,

Thank you for posting your query

I’m really sorry to hear about all the trouble you’ve had with your Spectre x360, and I can imagine how stressful this must be, especially with your classes being affected. 😔

To help me review your case and make sure the right team follows up, could you please share your case ID with me via private message? Once I have that, I’ll be able to check the complete history and coordinate with the escalation team for you.

I hope this helps.

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,