Please recall HP Spectre X360 motherboard burned

[LCx360]

My son's  HP Spectre X360 motherboard burned in october, 2016, when the laptop was out of warraty by about 2 to 3 months. He had to pay $100 to have his data including college course notes thasferred from the laptop to a flash drive. The laptop was about $1500 bought by a relative as a gift for his use at college.  I immeadiately bought another laptop of other brand sent to his college.

Today I was going to buy a new motherboard to fix this $1500 now junk, and found that there has been a lot HP Spectre X360 motherboards burned, so we need to make HP to recall this motherboard.

03/13/2017 Update: I have to say that HP has one of the best customer service in USA. The laptop was fixed by HP.

[danny-r · Accepted solution]

@LCx360

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).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

[LCx360]

I have to say that HP has one of the best customer service in USA. The laptop was fixed by HP.

[r33]

Mine burned up too.  There is a thread in the HP community on "...burned up, literally" where I have commented earlier, but HP has shut down comments on it.  Hmm.

Anyway, after much cajoling and complaining to the Consumer Products Safety Commission (CPSC) about this, HP did agree to fix my laptop too...for free.  I really appreciate this and will continue to be a customer (in fact, I just purchased another new x360 with an extended warranty).  

Good luck to all who read this.  If yours has burned up, I suggest you work with HP and, if needed, the CPSC to get yours replaced too.  Good luck!

[nire01]

This also happened to me 2 months ago. I bought the computer in Sept 2015 so it was less than 6 months out of warranty. I was just using my computer normally one day, and then the next time I opened it it was completely nonfunctional.

This was a major investment for me and to have it stop working when it is practically still a new computer is simply unacceptable. However, I had thought I was on my own until reading these threads and seeing that there are numerous other people in the same situation as me (see also the "...burned up, literally" thread). Clearly this is a fault with the hardware in the model.

I have been looking around the HP website for an hour trying to find an email address with which to contact them, but have not been able to find anything. Please can someone contact me about this issue? I have already lost a ton of productivity by having a dead laptop. Thanks!!

@danny-r

[nire01]

This also happened to me, less than 6 months out of warrenty. I was using my Spectre x360 normally one day, then the next time I tried to open it is was completely unresponsive. No lights on whatsoever even when I tried charging it.

I called customer support and they quoted me >$500 to fix it, despite the absurdity of having a dead computer after less than 18 months.

I thought I was on my own about this until I read all of these forum posts by others in my same situation (see also the "...burned up, literally" topic, which they seem to have closed to new posts). Can someone from HP please reach out to me? I am also sending a message to the CPSC. Thanks! @danny-r

[danny-r]

@nire01

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).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

[Dsoohoo]

I have the same issue and HP support said that I had to pay $701 to repair the unit.  This is crazy since it would cost more than half the laptop.  this is defective part and should be replaced by HP at no cost!

[nire01]

@Dsoohoo

Agreed. This is clearly not our (the customers') fault since there are so many people here with the same story. I have communicated with them a few times now and they've discounted the repair price slightly, but it is still half of what I paid for the laptop which is just absurd. It seems that they do not care about customer satisfaction at all.

[ovrider1]

I queried the commumity regarding my Spectre 360 not charging. Took it to a tech shop and was told the motherboard burned out. My cost is close to 500 dollars to replace less than 2 years old. Have noticed this is a common issue on this site. I think there is a major issue here that H P should acknowledge by recalling or reimbursing those of us who have paid to have this issue fixed.