Spectre x360 Model 13-aw0013dx Won't Turn On (No Power Light)

[webmonk]

I seem to be in the same boat as MANY others.  My Spectre x360 (model 13-aw0013dx) shut off and won't turn back on.  The battery/charger light never turns on or blinks.  I've held down the power button for 15 plus seconds and nothing changes.

Has anyone had any luck getting HP to take responsibility for this problem and fix the device free-of-charge even though it is no longer under warranty?

We are not speaking of a mis-handling of a device (dropping, getting wet, etc), this is an obvious flaw in the motherboard, power adapter, or other component.

This not intended to be mean, but unless someone has a proven solution for this issue, please do not respond with "have you tried" suggestions, because I have likely tried them.  I'm simply looking for advice on getting HP to fix it.

[praveenbv]

Hi@webmonk,

We reviewed your post and I understand that the  Notebook is not Powering ON,

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you follow the below steps and check if it helps

Do you see a light at the place where the charger connects to the laptop? If yes then it indicates that the charger is all fine.

I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Remove the battery out. If the battery is integrated and does not have a latch to release it then leave the battery inside the laptop.
• Disconnected AC adapter from the laptop.
• Press and hold the power button for 15 seconds.
• Reconnect the battery and plug the AC adapter.

F6 + Power Button

• CMOS Rest ( combination of windows button and letter 'V' then push the power button ones and release the windows and letter 'V' after 5sec

If the laptop does not power on then please continue with the below steps:

• Disconnect the charger and remove the battery out.
• Connect only the battery and check if the laptop powers on.
• Likewise, remove the battery out (if removal battery ) and connect only the charger and check if that helps.

Hope this helps! Keep me posted.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[webmonk]

Thanks, but as I mentioned before, I tried all the steps from other posts, including everything you provided.  I am not looking for a "fix", I'm looking for HP to replace or repair it because it is obviously a flawed product line.

Please let me know what I need to do to get it repaired (again, it is out of the warranty period).

[praveenbv]

Hi@webmonk,

I appreciate your efforts to try and resolve the issue, and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now,

As this is a hardware issue, I'd suggest youContact HPin your region regarding the service options for your computer. 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.   

Have a great day!  

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

[webmonk]

That page doesn't help at all.  There isn't a phone number and any other route takes me through providing the serial number and states it is out of warranty.  I would have to buy support, come here and ask (which is what I did) or find a local service center (which is 120 miles away).  There isn't any way I see to contact support about the fact that this is a flawed line and they should be fixing it for free.  But I guess that is the point in making it so hard to get in touch with a person who can actually make a decision.

[praveenbv]

You may order the replacement parts on the HP Parts Store, use the HP Parts Surfer to find the part number and If you've already looked for it and couldn't find it on the HP Parts Store, you may want to get it locally at the online store such as Amazon or eBay, etc...as the part numbers are universal. 

  

Alternatively, I suggest you talk to HP support and discuss your options, follow the below steps to get started: 

  

1) Click on this link. 

2) Click on Sign-in or select the product using the below step: 

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Click on "Show Options". Fill the web-form, to populate a case number and phone number for yourself! 

  

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, here's how private messages work: Click here for details.  

Hope this helps! Keep me posted.  

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

[webmonk]

---

I understand you are trying to help people, but you don't help when you don't read and understand what we are stating. You seem to keep following a script of things to cut-and-paste without really addressing the person's concerns.

@praveenbv wrote:

You may order the replacement parts on the HP Parts Store, use the HP Parts Surfer to find the part number and If you've already looked for it and couldn't find it on the HP Parts Store, you may want to get it locally at the online store such as Amazon or eBay, etc...as the part numbers are universal.

---

This is not an option since I'm looking for HP to fix an obviously flawed product line.  Expecting the customer to buy the parts and fix the device themselves is not acceptable.

---

@praveenbv wrote:

Alternatively, I suggest you talk to HP support and discuss your options, follow the below steps to get started: 

  

1) Click on this link. 

2) Click on Sign-in or select the product using the below step: 

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Click on "Show Options". Fill the web-form, to populate a case number and phone number for yourself! 

I have gone this route several times.  When I get to step #5, there isn't a "show options".  As I mentioned before, the three things it shows me are not acceptable and there isn't an option to initiate contact with HP support.  See the attached photo of what I see after step #4.

 How about a phone number or more direct, guaranteed way to get a case started with HP?

[webmonk]

Someone from HP sent me a link to provide information about the problem I was having.  I'd call it an offline chat about my problem.  I completed the form, with all the information, and after two weeks I haven't heard a thing.  Is HP going to do anything about this or not?

[praveenbv]

HI@webmonk,

Thanks for engaging in the HP support community! This is a wonderful location to converse with the community, get assistance and find tips!

We reviewed your post and I understand that the  Notebook is not Powering ON,

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you follow the below steps and check if it helps

Do you see a light at the place where the charger connects to the laptop? If yes then it indicates that the charger is all fine.

I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Remove the battery out. If the battery is integrated and does not have a latch to release it then leave the battery inside the laptop.
• Disconnected AC adapter from the laptop.
• Press and hold the power button for 15 seconds.
• Reconnect the battery and plug the AC adapter.

F6 + Power Button

• CMOS Rest ( combination of windows button and letter 'V' then push the power button ones and release the windows and letter 'V' after 5sec

If the laptop does not power on then please continue with the below steps:

• Disconnect the charger and remove the battery out.
• Connect only the battery and check if the laptop powers on.
• Likewise, remove the battery out (if removal battery ) and connect only the charger and check if that helps.

Hope this helps! Keep me posted.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Have a great day! 

[webmonk]

Look back three of your posts ago and you will see that you posted the exact same response.  I want to know why I received an offline request for information from HP can then nothing.  I was thinking that maybe someone was going to actually do something to help.  What does it take to actually get a real HP person to come forward and say "Yes, that product is flawed and we want to fix it for you"?