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06-30-2020 07:05 AM
I have bought my first HP Spectre x360 in December 2018, 6 months later (under warranty), it was diagnosed with a motherboard failure, I lost all my data, the HP representative in charge of the case was adamant it was an unusual issue for this model, and offered a refund for the laptop. In July 2019, I bought another HP Spectre x360 (5EQ43EA), in December 2019, it was diagnosed with a motherboard failure. It was subsequently repaired by HP (under warranty) and returned to me in January. Today the same laptop, is suffering from a motherboard failure, and i am about to lose all the data I had stored on this laptop once more, including critical patient data. I have been told I am lucky, but 3 motherboard failures within 18 months certainly looks like more than just luck.
I understand HP doesn't recognize any particular issue or production fault with this model, but it still keeps on happening.
I have been in contact with HP support so they can take care of that, and they are offering a repair. Would it be possible to have someone looking into that so that this situation can find an acceptable solution (a refund or an exchange for another model with comparable or higher specs).
06-30-2020 10:23 AM
In theory I shouldn't and I did my best to have the repair services to find a way around that. They didn't, and they didn't offer any compensation when it happened although it was said on record that should they have no choice but delete the data they would send me a compensation.
Isn't it time HP recognises there is something wrong with this model ? that unit only cost me 1800£...
06-30-2020 11:59 AM
Since I do not know what specific model it is hard to say if it has had an unusual run of failures. No amount of money can compensate for lost unique data, sorry to say. It is considered prudent to back up so that your data does not reside on a single medium.
06-30-2020 07:23 PM
@winas I understand your concern and I will bring your issue to the attention of an appropriate team within HP.
Although, I'll need some private information from you in order to create a case for you.
Please look for a private message requesting additional information.
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I am an HP Employee
07-01-2020 10:28 AM
I have sent you the details requested, I haven't received any resolution though, not sure now is the time to close the discussion.
I have told HP I don't want my data deleted, I would like to know how 2 brand new motherboards can fail on the same laptop only 6 months appart, and if that question can not be answered, I would like HP to send me a replacement with equivalent specs, but not a Spectre x360, or a refund of my purchase.
Also I have not been contacted by anybody from HP yet.
07-01-2020 11:08 AM
@winas Thank you for the details, I have forwarded the information to the concerned team and they will get back to you on this, shortly!
I appreciate your patience and I hope you have a good day, ahead!
I am an HP Employee
07-02-2020 07:39 AM
Still no contact from HP, although the company in charge of doing the repairs called to said they would have to delete the data unless I was willing to get it back to make a copy first, which would have been useful if the laptop would start at all...
At this point I would actually be happy for HP to send me a refund, so that I can get a machine where motherboards have a life expectancy of more than 6 months.