HP Spectre x360 13-aw0117na: A Nightmare Experience

[techtroubles]

I bought an HP Spectre x360 laptop (Intel Core i7, 8GB RAM, 512GB SSD) from John Lewis in January 2021 for £1,399.95, expecting top-quality performance based on HP's reputation. Sadly, it has been nothing but trouble.

The laptop first stopped charging in September 2022, and John Lewis technicians identified faulty components and a display issue. After a repair, I thought the problem was fixed—until September 2024, when the laptop completely failed again. Now I’m told it needs a new motherboard, and I’ll have to pay £750.40 to fix it.

To make matters worse, after speaking with John Lewis customer service, they offered me a partial refund of £525.30, but only if I return the laptop first. Not only is this offer ridiculously low for a laptop that’s barely 3 years old, but their response has been dismissive and unhelpful. I’m left without the laptop and still out of pocket.

I tried to reach HP support, but they don’t seem to have a direct email/phone number or any clear way to get in touch without the serial number. The issue is, I can’t get the serial number because the laptop won’t turn on!

If HP truly values its customers, they need to step up and resolve this issue—repair is no longer an option, I want a full refund, and I expect better customer service.

I’m putting this out there to warn others—buyer beware!

[Raj2111]

Hi @techtroubles 

Welcome to the HP Support Community.

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Raj-HP Support