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simon-glos
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Envy 13 switches off soon after power on

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Envy 13-d008na (POR94EA)
Microsoft Windows 10 (64-bit)

In January 2016 I bought an Envy 13-d008na (product number POR94EA) direct from HP by mail order at a cost of £630. In mid-March 2017 it developed a serious fault. After pressing the power button to start up, the laptop will power off suddenly at random times (ranging from immediately to a few minutes). A ‘popping’ sound is audible when it switches off. This happens both when it is on battery power and connected to mains AC.

 

The battery can be charged properly and fully; orange light is lit when charging, changing to white when charged. I have removed the battery and tried it with the AC lead connected. It powered up but again switched off after a few minutes.

 

I’ve had a local computer repair specialist investigate the fault. Although they removed the battery, SSD and Wi-Fi card, cleaned fans and reassembled it (one component at a time). The problem has persisted. They could not positively identify a cause of the problem, but suspect a faulty motherboard (all other components are on the motherboard) especially when booting from cold. No replacement mother boards are available, even from HP, I understand.

 

So I am now left with an unusable laptop which was not cheap. I only had the standard 12 month warranty. I got just 14 months use out of it. I do not consider that acceptable and believe that it was not of satisfactory quality. Would someone from HP here care to comment on this? Has anyone else had the same problem with this model of Envy 13?

 

It is impossible to contact HP directly about this without paying £40 pounds to be allowed to make a phone call! You shouldn’t have to be forced to pay money to make a complaint.

 

Thanks you for reading this. As you can tell, I am one very unhappy HP customer.

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Riddle_Decipher
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@simon-glos

Thank you for posting on the HP Support Forums, 
 

I understand you are frustrated due to the issues you've mentioned and to help you out,
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.  

 

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

And Feel free to post your query for any other assistance as well, 

It's been a pleasure interacting with you and I hope you have a good day ahead.

Riddle_Decipher
I am an HP Employee

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