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HP Recommended
HP Spectre x360 13.5 inch 2-in-1 Laptop PC 14-ef0000 (3Y842AV)
Microsoft Windows 11
Product: HP Spectre x360 13.5 inch 2-in-1 Laptop PC 14-ef0000 (3Y842AV)

My trackpad responses erratically or not at all for the past year. It jumps and moves on its own or disappears altogether. Sometimes restarting helps, sometimes not. 

 

Errors: 

Fail ID:60F77A-000C0M-XD7X1F-G22E13

Fail ID:60F77A-000C0H-XD7X1F-G1RJ13

 

Solutions tried: 

 

9 Nov 2023: Taken the laptop to your Hong Kong repair centre, no explanation but I was told the trackpad itself was replaced.  It was working fine and then 2 weeks later same issue appears. Logged multiple failures with HP diagnostic software regarding trackpad function. 

 

Early Jan 2024: First available opportunity to bring the computer to the service centre. Spoke to one of your staff, without opening, testing or checking for the log, the staff looked over the file and believe it is a software issue because the hardware has already been replaced and suggested the computer data may have to be deleted or reset and requested I signed a letter giving permission. My login password has already been given from the first visit and unchanged. I asked whether the computer should be tested first before taking such a step so I wouldn't have to re-install all the software, preferences and settings. This was met with a condescending reply that it would be a software issue as the trackpad hardware has already been replaced. She said tartly you don't have to sign this now but if we think this is what it is, we will ask you to come in again to sign this. I refused to sign for the deletion of data with such a hasty conclusion and what appears to be a trial and error approach to servicing my computer. I initially left the computer with her for testing but I returned 10 minutes later to take my laptop back because I have no confidence in the ability of the staff I spoke with.  I decided to reset the computer myself. 

 

I have since performed 2 resets in the Windows Recovery options. 

1) I reinstalled Windows 11 locally without deletion of personal data: I soon found out within 1 day the trackpad remains temperamental and unresponsive at times. 

 

2) Reset with cloud Windows 11 download and deletion of all data. Bios updated, latest HP software drivers etc updated as recommended by HP support software diagnostic centre. I purposely did not install any additional third party software other than the standard Windows 11 and HP packages. The trackpad worked for 5 or so days.. now I am still having the same issues. If not for the touchscreen, the computer is in-operable. 

 

So far the ownership of this HP laptop has brought me great inconvenience and annoyance, in ways I have never experienced any the decades of computing. I have to take time off work just to make it to your repair centre at an inconvenient location from the CBD and it only opens during business hours Monday to Friday! My productivity has been severely affected because I cannot work on my computer and have to purchase an additional laptop whilst trying to deal with your incompetent service centre and subpar customer service. 

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.