Support / Repair arrangement via HP Whatsapp

[jotei66]

Hi,

As my Chromebook x360 has developed a touchscreen fault (top of screen does not respond). 

I have followed all the options to resolve this firstly with a powerwash, then a hard reset & finally a total restore of Chrome OS but unfortunately none of these steps resolved the issue. 

I installed a touchscreen test app and it seems there is a 1/2" line straight across the screen which simply does not respond to touch at all. I also tried disabling touchscreen and then re-enabling but still no joy.

As the Chromebook has an extended care pack warranty and still covered I contacted support to see if I could arrange repair. Firstly I used live chat and spoke with a bot going through trouble shooting which I had already tried and so was given the option to contact an agent via whatsapp. In Whatsapp, again an automated bot went through troubleshooting & eventually I was advised that they would connect me to a live support agent & to wait a moment.   Nothing happened? The whatsapp message has not been replied to & its been 8 hours. Do I just wait until i get a reply or do they normally respond instantly in these circumstances (never contacted HP Support via Whatsapp before)

Any help appreciated 

[jotei66]

Its ok Im just gonna call the Uk support number as I have tried various chats with support and in the end they just give you the contact number anyway ??  Just dont understand why they offer live support for a repair request. 

[Echo_Lake · Accepted solution]

@jotei66

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help,

This seems like a hardware issue with the Notebook, to fix this issue your computer needs to be repaired.

I'm sending out a private message to assist you with the next course of action. Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage
 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[jotei66]

Thank you for your reply - all sorted now & my Chromebook is being collected tomorrow for repair with Flextronics.

[Echo_Lake]

@jotei66

Thank you for posting back.

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.

Have a nice day ahead.
 

[jotei66]

Unfortunately according to the repairer's I (or rather my daughter) "misused" the Chromebook & can't be repaired via warranty. 

A tad disappointing but not half as disappointing / frustrating as using HP Customer Support generally.  Sorry but HP's support is very frustrating to use, particularly contacting anyone.

I work long hours & simply don't have time to spend waiting on a telephone hence I use WhatsApp. I even tried Twitter & that was pointless as they don't deal with repair status issues.

But hey hoo I can't be bothered to discuss my case, the Chromebook was used like any other Chromebook - to browse the internet & watch media.  Sadly I have 5 HP devices in our household, two of which I took out hp extended care pack. A decision I now regret. 

As HP is a huge multi global company they obviously can afford to have poor after care.  But it's certainly prompted me to  re-think about future tech purchases & how Ill approach the HP brand in future 

That aside can you answer me one question. Do the repair centres automatically return devices declined for warranty repair ?  

That's the simple question I am awaiting an  like answer by HP support via WhatsApp or how I arrange return to me. As WhatsApp support reply as & when an advisor is available (which takes anything from 8hrs to 12 hrs between each comment!?) I thought I would ask on here.