Need to find how my old ticket was resolved

[GreinertJ]

Right out of the box, the computer would turn on in the middle of the night or other times when I wasn't using it, and run until it exhausted the battery.  Eventually, the battery failed and was replaced under warranty.  Sometime around Dec 2018-Feb2019, an HP rep fixed the problem by changing some setting on the machine.  In total I spent over 6 hours on the phone with HP Support.  I recently had to reinstall Windows, and the problem has returned.  I'd like to know, from the case logs, what the final technician did to resolve the problem.  The machine is now out of warranty, and I'm not asking for any new diagnostic work, but just for someone to look in the records and tell me what the technician did.  I called support today and the representative said he didn't have the ability to do that, but surely someone must have that ability.  Both HP and I spent an inordinate amount of time over many months to finally find the fix, so let's leverage that knowledge and investment.  It was either fixed by the person who replaced the battery in Dec 2018 or by a phone service rep shortly afterward. The last two case numbers that I wrote down are 501-509-4544 and 501-542-5760.  S/N 5CD806277D. 

[asmita6658 · Accepted solution]

Hi @GreinertJ

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[GreinertJ]

Thanks for your reply, Asmita.  The service rep did contact me, but said that it would have to be treated as a separate repair, out of warranty.  Given all the time I spent on the phone the last time, just to fix the machine that never worked correctly even when it was new, I'm unwilling to spend additional money and hours chasing the same problem again. Since the problem causes the battery to be exhausted pretty much every time I want to use it, it's pretty much useless as a portable notebook.  And I don't say this to be mean, but given the problems that this device has had, I'll look to another manufacturer to get one that works.  It just shouldn't be this hard to stop the machine from turning itself on and then running the battery to exhaustion.