My hp spectre x360 burned up and hp wants me to pay $500

[cscoob]

Both my charging ports for my spectre x360 burnt up and its not even my fault. I have seen a lot of people have the same issue. I bought there most expensive spectre x360 with the 4k oled, 32gb, ect. All the bells and whistles. Hp customer service has not been helpful at all blaming this issue on me. When this issue is very prominent and not the customers fault. Someone please help.

[A_Gayathri · Accepted solution]

Hi @cscoob, 

Welcome to the HP Support Community

I understand you are facing an issue with your hp spectre x360 burned up and hp as asked you to pay $500.  Not to worry I will help you to get a resolution to resolve the issue.

We shall escalate this issue to the concerned team.

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[cscoob]

I’ve owned the HP Spectre x360 for a little over a year when, unfortunately, it stopped working just outside the one-year warranty period. For the next year and a half, it sat unused, collecting dust, as I struggled to find a resolution. During this time, I discovered that many other users reported similar manufacturer issues, including premature motherboard failures and charging port defects. Despite my diligence in taking exceptional care of the laptop—charging it only up to 80%, avoiding overnight charging, and storing it in its leather case—it was initially implied by HP's support team that the fault was mine.

Repeated attempts to resolve the issue with lower-tier support representatives were frustrating and unhelpful, as they seemed more focused on extracting additional money from me than addressing the problem. Given that I had purchased a top-of-the-line product, this was especially disheartening.

However, everything changed when I finally managed to speak with a higher-level support manager. This individual was extremely understanding and took my situation seriously, recognizing the widespread nature of the issues. They worked with me to make things right, and while the repair process took about a month, HP ultimately restored my faith in the brand. They repaired my laptop, which is now working better than ever, and even included a high-quality HP-branded protective cover as a gesture of goodwill.

Despite the initial challenges, I deeply appreciate HP’s commitment to resolving the issue and their effort to ensure customer satisfaction. The HP Spectre x360 itself is a fantastic laptop—lightweight, powerful, and perfect for both school and professional work. While the lower-tier support team was a disappointment, the higher-level support team truly went above and beyond to restore my trust in HP.

This experience has reassured me of HP’s dedication to its customers, and I will certainly consider purchasing more HP products in the future. My advice to HP: streamline access to higher-tier support for customers facing significant issues. With this improved support, HP has the potential to continue excelling in both product quality and customer service.