HP Spectre x360 convertible 15 overheating issues

[TTMS]

Hi. I have an HP Spectre x360 15 laptop which overheated so badly the base cover is totally warped, the keypad and touchpad are not usable (I have had to use a wi-fi keyboard). Wondering if anyone else has had this issue as I really would like to get HP's support even though my 3 year Care Plan has expired. Note: I raised the issue with HP within the 3 year period but had absolutely no support from HP supposedly due to Covid-19 and resource constraints and since this time HP refuse to help/offer a solution. The laptop itself is still functional so I see no value in scrapping it, instead to get the non-working parts operational again. I've opened the case and the battery has totally ballooned in size, no longer 'flat' and has managed to somehow damage both the keyboard and touchpad which are now non-functional. For a £1,900- laptop I had better expectations of build quiality etc mnore so from a name brand such as HP. Hoping someone out there has had a similar issue and can provide guidance. Thanks

[ub6424]

Hello @TTMS 

Sorry to hear that you are having problems ... I would like to help you.

All technical problems must be submitted within the HP warranty period. In your case it is unfortunately too late, I suspect that HP will not help you. As a customer you are also obligated to check the device yourself, tools like <HP Diagnostics for Windows> are available for this purpose. Here the battery defect and other issues would have been noticed and the bloating could have been prevented.

In your case: Service is required !
- The computer should be disassembled and checked.
- [Always recommended] Thermal paste for CPU GPU and bridges should be renewed
- [Always recommended] The function of the fan(s) must be checked

- check/replace keyboard 

- check/replace touchpad

- replace battery

- General cleaning ...

If you can't do that, you should have it < serviced > by a professional notebook (chip level) repair store.

Cheap alternative:

- Use <usb hub> to connect USB keyboard and mouse

[TTMS]

Thanks Ub6424 for your reply. I think you're missing the bigger picture. This is a quality defect known by HP and not proactively related to the Customer. In addition I tried multiple times during the 3 year Care Pack period to get HP support, to no avail, HP blamed Covid-19 as the reason For no staffing. This begs the question if no support within the 3 year period then the Warranty should be extended. Also as a Customer, under UK Consumer law there is a legal issue at play whereby there is an extended time limit for the warranty when it comes to a known manufacturer defect.I expect HP to abide by the law.

[ub6424]

Hello @TTMS 

If you have evidence (case number(s), chat logs, emails) of the unsuccessful contact/support attempts, please contact HP Support again. HP may be able to identify the history and provide assistance.

That's all I can do for you

Good luck

[TTMS]

Thanks again for replying. HP did a recall in 2018 due to the same battery model and type as I have causing the same issues as I've experienced, yet HP continued to sell their laptops after this time with the same battery model. HP posted a note on their website about bloated batteries yet didnt make this widely known and definitely not to new purchases  My 1st request for help was in the 2nd year of warranty so under Consumer law HP are obligated to provide support and under Legal Guarantee (UK Consumer Rights 2015) again are obligated as they were aware of tldefectuve parts sold. Unfortunately their is no email address for HP Support which is frustrating so as I'm currentlyoutside the UK I will have to try Social Media. Have a great day.