HP Spectre Motherboard

[Briansrrings]

We purchased a new Spectre x360 for our daughter as a Christmas present and she has loved it for college use. After charging it overnight recently the notebook is now dead. She took it to a computer repair store and was told the mother board is damaged and needs to be replaced. We expected this new notebook to last through college and it is now it's useless in her second year of school.  I would appreciate support from HP to make this right.

Thank you.

[rick-s · Accepted solution]

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 Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

[Briansrrings]

HP did indeed reply to my complaint above and sent us a box to return the the laptop. They replaced the motherboard and shipped the laptop by FedEx direct to her dorm.  I was contacted by HP customer service out of New Mexico and they were very helpful and professional with prompt communication on the status of repair. The whole process took just over a week with the Thanksgiving holiday.  HP will get my first consideration when choosing our next computer. It is refreshing to get great customer service from an American company with plain English speaking professionals. 

[Briansrrings]

HP replaced the motherboard through an exceptional customer service expereince.  However the laptop is doing the same thing again now - the mother board needs replacement a second time.  Appreacte support from HP to make this right.  My daughter loves her Spectre but we are becoming concerned by this motherboard issue that seems prevalt on this blog. 

[rick-s]

@Briansrrings

I have requested to have your case opened once again. 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).

Thank you for visiting the HP Support Forum.

[Briansrrings]

I received the e-mail from HP that my case was going to be reopened.  Appreciate receiving an updated status on my case as my daughter really needs to use this Spectre. 

[Briansrrings]

Appreacte a response from HP - advised case was going to be reopened but have not heard anything more in a week.

[kajall_94]

I have had my HP spectre laptop for about three years now, I purchased it back in the summer of 2015. My laptop does not work now, even when the charger is plugged in. I had it checked at Best Buy and they told me the motherboard has been burnt. This laptop cost me a lot of money and it has helped me through school, it contains all of my work. Please could HP assist me with this issue, I would greatly appreciae it. Thank you.