Please Recall HP Spectre x360 Convertible 13-ac023dx - Common Motherboard Failure

[MarkP63]

Please Help!

I am posting my concerns on this forum in hopes that someone at HP will be gracious enough to help resolve this matter and to hopefully help others find a fair solution to this extremely common ongoing issue. I have been a dedicated HP customer for many years. My home, my family, colleges and friends have always trusted in the HP brand of products and it is heartbreaking to experience such a short life span of any HP product, especially with such an expensive laptop.

I purchased the Spectre x360 Convertible 13-ac023dx direct from HP.com back in mid 2017. I have taken extreme care of it and truly enjoyed it's power and sleek design. Like countless others on countless support forums, it mysteriously powered down on its own and after powering it back on, it displayed the following error message during POST.

HP Battery Alert!
The system has detected the storage capacity of the battery stated below to be very low. For optimal performance, this battery may need to be replaced.
Primary (internal) battery (601)

At first I thought it was a faulty battery, but after replacing it with a genuine HP Spare 859356-855, the problem persisted. 

Following HP Support recommendations, I performed multiple attempts using the following steps but the problem still exists.

Hard Reset:
Disconnect the power adapter and internal battery
Depress the power button for 15-30 seconds (I even tried this for 60 seconds)
Reconnect the battery and power adapter and reboot.
Problem persisted

BIOS Firmware Update:
Since the firmware version F.51 was already up-to-date, I again ran  BIOS firmware update f.51
I then downgraded the BIOS version, tested and again updated to the latest version.
Problem persisted

Complete System Recovery:
Backed up all data, performed a system recovery using the built-in recovery partition to reset to factory defaults.
Problem persisted

Additional Symptoms:
On Battery Power Only - It will not power on from a cold boot.
On AC Power - Remains powered on when the power adapter is unplugged.

When logged into the BIOS: (Boot > ESC > F10)
Battery's actual Serial Number and born-on-date not detected in BIOS
Instead it displays 00000 00/00/1980

HP PC Hardware Diagnostics UEFI Component/Power Test
Results - Battery Not Installed

Within Windows 10:
Results - Battery indicator displays 255% (Plugged in) when hovering over with mouse
Results - Battery indicator displays 100% (Fully charged) when clicked

HP Support Assistant Battery Check
Results - Unknown

SYSTEM INFO:
Make: HP
Model: Spectre x360 Convertible 13-ac023dx
PN: Z4Z21UA#ABA
SN:[Personal Information Removed]
System Board ID: 827E
System Board CT Number: PGHWP028J60I2
Mainboard PN: 918042-601

I hope this post will help someone and I truly hope that HP will take ownership of this extremely common issue and help those of us who for many years, have trusted in HP's technology.

Sincerely
MarkP63

[KrazyToad]

@MarkP63

Welcome to HP Community

I have gone through your Post and would like to help

This is a Hardware issue with the Battery. Since it's an internal Battery, please contact HP Support in your region for Service Options

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

[MarkP63]

KrazyToad,

Thank you for your initial help with this issue. I have followed your instructions but I cannot seem to locate where to select the chat or phone option.

Here is what I experience based on your instructions:

hp.com/contacthp

Under Product Type I selected laptop

Entered the serial number

United States was automatically detected

At this point my only options are as follows:

1. Visit the HP Support Community

2. HP Service Center Locator

3. Try Asking HP's Virtual Agent

I cannot seem to locate where to select the chat or phone option.

Thank you in advance for all your help