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Troubleshooting black screen issues on HP Notebooks: Click here to view the instructions!
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‎05-01-2020 07:13 AM

HP Recommended
Product: Example: Pavilion 65XXHp Pavillion x360 2 in 1
Operating System: Microsoft Windows 10 (64-bit)

The 2 in 1 laptop was sold to me by Costco as a touchscreen display.
It is both a computer and tablet. Touchscreen is definitely needed for the tablet.
I loaded my programs using the mouse and then put it away to be opened when I took it on vacation because I have 2 other large computers which I love.
The HP 17.3 and the HP all in one 23.3. Both are touchscreens but I never use them because I am used to the mouse.

 

I didn't even think about it being a "touchscreen" until recently when I finally took it out of storage.  The touchscreen did not work.

 

After hours on the phone with Costco concierges in search of a driver for this laptop, the agent had me do a factory recovery and there was not a touchscreen driver in this laptop from the day that I bought it.

 
Apparently I was sent a laptop that was advertised as touchscreen but was not touchscreen.  

 

5 REPLIES 5

‎05-08-2020 01:13 PM

HP Recommended

@jmac106,

 

Welcome to the HP Support Community!

 

I assure you I will try my best to get this sorted.

 

In order that I may provide you with an accurate solution, I will need the product number and the exact model for your computer.

 

Follow the steps in the below article to find the product details.

 

https://support.hp.com/us-en/document/c03754824

 

Look forward to hearing from you and you have a great day!

 

Take care.

 

Cheers!

The_Fossette
I am an HP Employee

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‎05-08-2020 01:25 PM

HP Recommended

HP Case # 5047259007

Please let me know if you need more information.

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‎05-08-2020 01:49 PM

HP Recommended

@jmac106,

 

I do not have access to the case number you have shared. If you have already contacted the support team then I am sure they will do the needful.

 

Cheers!

The_Fossette
I am an HP Employee

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‎05-08-2020 02:07 PM

HP Recommended

No, they have not been helpful.  I have emailed to so many support people and they all ask me to send them information and after I do send the attachments, they tell to email to another "support" person who then asks for the same attachments and again they tell me to email to another person. etc etc.

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‎05-09-2020 08:57 AM

HP Recommended

@jmac106,

 

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any. 

 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

 

Response times may vary by region. 

 

Please send a Private Message, if you aren’t contacted within 4-5 business days.

The_Fossette
I am an HP Employee

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