hp spectre 13 touchpad stopped working - how do i claim under my carepack warranty now?

[tijlamak]

i was working and suddenly my touchpad didnt work whilst i was writing an email.

i thought it was a temporary thing so i restarted and still nothing. ended up plugging in a mouse and carried on working.

shut down, restart next day and still touch pad not working but a usb mouse was.

did a windows update nothing found and ran the hp support application, nothing found.

downloaded the touchpad drivers from the hp website and tried to install and they said no touchpad found - realise this was something more than software.

i went to control panel mouse and the tab for the touchpad had gone.

device manager, hid compliant mouse but no touchpad!

all my files are on the cloud so reinstalling windows was not a problem - did this with the latest iso of windows pro 10 64 bit - touchpad not working on a totally fresh install with all windows updates

then i have tried restoring a disk image from a few weeks back when the computer was working just fine - the touch pad is simply no longer there.

so, i think it's safe to presume that this is a hardware failure. two questions:

1) anything else you suggest?

2) how do i claim under the carepack (for which i have just under 3 years remaining)

thanks

[Riddle_Decipher]

@tijlamak You seem to have covered all the important steps, the only other thing you could do to confirm that this is indeed a hardware issue, is by checking if the touchpad works in BIOS (Tap f10 during a reboot to access the window), if the touchpad works in BIOS, this would confirm it isn't a hardware issue and you'll need to get yourself a recovery media from HP to reinstall windows.

However, if it doesn't work in BIOS, you can also run a hardware test using the steps on this link: Click here

And Contact HP to discuss your options on a free repair (If the device is covered by either the factory or the CarePaq warranty: Click here to know about extensive warranties)

follow the below steps to get started:

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, is yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

[tijlamak]

Hi,

Did check the bios, still not working and used the whatsapp support option - someone came next day, collected and is now with HP being diagnosed and fixed (hopefully).

It's a good service with the carepack - HOWEVER, something I will be raising and publicising through the appropriate channel is that depsite advertising and promoting 2/47 support when you purchase a care pack (which i did), support IS NOT 24/7 - it's 9-5 mon-fri only... so not sure where this 24/7 support claim comes from?

Other than the false advertising, good service so far. Thanks for the help!

[Riddle_Decipher]

@tijlamak I understand your concern about the 24/7 part of it and I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number.

Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[tijlamak]

Hi,

Thanks - i will wait for someone to get in touch but i checked my carepack (U7C91E) and it does specifically say 24/7 support.

So, once the issue of fixing the defect with my laptop is solved, I will be enquiring as to why these are sold under this apparent 24/7 support statement (which I hope doesnt simply mean there is a website there to help you). The 24/7 support/service was one of the key reasons I opted for the carepack

Thanks