Motherboard/charging port issues with HP Spectre W0237500U/16G512/13.3 RT

[ABC2019]

Hello,

Battery alternates between charging and not charging. Also, the battery only charges when the laptop is turned off, which may take up to 72 hours (very slow) and only gets around 80%. Showed laptop to a technician at Micro Center, and was told the issue happens in BIOS and the laptop motherboard must be replaced. Did an online research and found its a very common issue with this laptop. The laptop is not that old (bought in 2017) and motherboard replacement is very costly. I have another Spectre (15.6) which works great after 3 years, also my previous laptop was HP probook with no issue.  As a loyal customer, I would like to kindly ask HP to repair/replace the motherboard of this laptop with no charge.

I can provide further details including serial no, and tag# for my laptop, if needed.

Thank you.

[Riddle_Decipher]

@ABC2019 Welcome to HP Forums Community!

I suggest you start with a hard reset: Click here for steps,

When done, you may want to check with an alternate power cord/adapter as it could be a malfunction that's causing this issue to occur, here's what you could do:

If the charger shows inconsistent power output values, I would suggest that you step into Best Buy or staples and try with a different adapter and that should isolate the issue to the adapter or the computer.

Please try a different battery on the unit as well. 

Do not buy the battery and adapter. It is only for testing.

Use spare ones that they may have. If it works correctly, then you could think of buying it.

Meanwhile, also, try the below:

Steps to uninstall the ACPI drivers

Right-Click on start button> click device manager> Batteries>then select the s drivers and right-click on it and uninstall all battery drivers.

Then restart the computer and check again.

Link for battery testing and calibration

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

[ABC2019]

Hello Riddle_Decipher,

Thank you for your response. I have already done all the steps you mentioned and non of them worked for me. I did hard reset, uninstalled the ACPI drivers, tried different adapters and batteries, but they did not work.

Then I decided to show it to a professional technician. As mentioned earlier, I went to Micro Center, where I had bought this laptop, and paid for a diagnosis (~40$), so a certified technician can look at my machine. After spending a decent amount of time working on my device and trying different solutions including those you mentioned, I was told by a professional technician at Micro center that the issue is persistent and related to the Motherboard of laptop. I do have a copy of Micro Center diagnosis and their solution to replace the motherboard (the quote I was given for motherboard replacement at Micro center was around $750 including labor cost).

At this point, I am sure that its motherboard needs to be replaced. The laptop looks like new, as I did not used it heavily. I am quite frustrated about this issue and huge cost of replacement, and I;d like to ask HP to replace its motherboard for me as I have always been its loyal customer.

Thanks.

[Riddle_Decipher]

@ABC2019 If the device is within the HP warranty, there would be no charges to get the motherboard repaired or replaced, that said, I suggest you talk to HP support and discuss your options:

follow the below steps to get started:

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

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

[ABC2019]

The problem is that its warranty expired a year ago. I will send you a private message, thank you.

[Echo_Lake]

@ABC2019
Thank you for posting back, 

I did go through your previous post regarding motherboard related issue,

I would request you to reach out to our Support and our Support Engineers should be able to check the out of warranty repair service options. 
HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[ABC2019]

Thank you for your response. As mentioned earlier, I reached out to HP support at a local "Micro Center" store, which I found out on HP website using HP Service Center Locator, and was quoted ~$750 for motherboard replacement. Did you mean something else by asking me to reach out to HP Support Engineers?

Again, I am not happy to pay ~$750 for something that i had no control over after a year of purchase and seems to be a fairly common issue with this product. The laptop looks like new and I barely used it since I bought.

[Echo_Lake]

@ABC2019

apologize for the inconvenience caused,

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Community.