Spectre X360 - Burned Motherboard

[MTemple]

I really believe this is a safety issue concerning these motherboards! We purchased one of these in July of 2015 from Best buy and like some have said on these boards, its like having a $1150 brick! We purchased the model 13-4003DX. About 6-8 months ago my wife was using the laptop and started smelling some type of electrical burning smell, but we assumed it was something else in the home. Then a couple of months ago we took it on vacation with us to Canada and while It was running it just shut itself down and hadn't worked since. Tried plugging it in, nothing, no light at all next to the plugin hole. So about a month after when we got home from vacation, my wife took it to a repair shop and as you all know to well, the motherboard was burned in that familiar area near the ssd. This is a defect, there's no other way to put it. And most important this is a safety issue that has the potential to start fires! The repair shop wants $600 to repair this now useless Spectre X360!  Could one of the moderators of this board refer this to someone who has the authority to replace these obviously defective motherboards at no cost for one of your dedicated customers?

[Ringwraith36]

Thank you @danny-r. I have not heard from anyone at HP. Is that normal? 

[MTemple]

I have not heard anything either from anyone at HP after my post. Any idea of a timeframe from posters out there of when someone finally got hold of you??

[Stroheckeral]

Apparently they pick and choose whos problem they want to fix. It's like I will fix this one but this guy can shove it. Great customer policy ain't it.

[kevin-t]

@Stroheckeral

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.

[MTemple]

I guess I was the one that got shoved!

[SvenHasselDE]

I neither got a message 😞

[SvenHasselDE]

I got a private message from a representative of HP. Let's see what happens now. I will update the post when I have news.

[MTemple]

Yes, I did as well but I haven't emailed him back yet as I need to get the info for the computer and my wife has it.

[SvenHasselDE]

I was called by a member  of the "Complaints Team" in Germany. They told me that the final decision is that they cannot repair the computer for free, because it was a "normal failure" of the equipment. So, it is "normal" that after one year and a halft the motherboard has to be replaced, according to the HP technical team.

The representative barely understood the case... she told me that "I could still use the computer". While I had explained to the technical team that of course, it does not even turn on any more.

I feel like an idiot, after paying a high price for what it was considered a "premium" product.  This is completely unacceptable.  I will go to a consumer defence group in Germany, and never buy again anything from HP.