I started looking for options and I found Microsoft Surface Book very interesting to me. I purchased it but in two days I realized its ease-of-use is completely different from the ease-of-use they showed in commercials or on launch events. I felt uncomfortable while using it so I returned it.
After this, I looked for other options and HP Spectre 360 series drove my attention. I tried the 13-inch model but found it a very small screen for my use so went ahead with the 15-inch model. It was a new model launched recently with a high-end configuration 500GB SSD, 16GB RAM, 2GB Nvidia graphics card, i7 10th Gen Intel processor, 2-in-1 15.6" 4K touch screen display with a pen and the model name was 'HP Spectre x360 15-inch'.
In Jan 2017, I ordered it online for $1500 and received it in a week. I was very impressed with the model and comfort of use. I received a 1-year warranty on the laptop. Everything was working fine then in May 2017, I had to move to India due to some personal reasons.
I worked a lot on this laptop since I was in India where I used it for editing my videos & pictures, creating graphics, and coding. I didn't see an issue with the laptop till Mar 2021. During Mar 2021, I saw a slight bulge in the touchpad which meant battery swelling. The touchpad has come out a bit from the bottom. I continued working as I didn't know at that time, it's because of the battery. In Oct 2021, I saw an issue with speakers, the sound was breaking and it used to drop in every 3-4 seconds. I managed my work with earphones. A few days later, my left-click, right-click stopped working on the bottom of the touchpad. Also, the battery swelling issue had grown and could be seen easily. As a result, battery backup is stopped. I could power on my laptop only on the power supply, not on battery backup because the battery stopped charging.
I didn't want to take any risk so I visited the HP Support center in my city immediately. They said, "this model is discontinued and we can't help with anything, Sorry." Seeing no support from them, I contacted HPSupport on Twitter, they also said, "We don't have parts (battery, etc.) for this model as it is an obsolete unit."
A similar unit was launched in India during May 2018, you can see here: https://www.amazon.in/HP-Spectre-15-6-inch-Screen-Memory/dp/B07DSCTV73
HP has launched a new model for Spectre x360 15" convertible here: https://www.hp.com/in-en/laptops/2-in-1s/spectre-x360-15-convertible-laptop.html
In Nov 2021, I contacted some of the computer vendors in Nehru Place, New Delhi via phone and asked them if they can arrange a battery for me. It was not available with them but they assured me to revert in a week.
I tried with some local vendors if they can arrange HP battery KBO6XL for my laptop and found it in stock at one HP showroom in my city. The cost staff told me 7,000 INR including GST with a 6-month replacement warranty. I was not in a position to bargain though I tried but failed. I had to buy it at any cost. So I ordered and staff assured me delivery in 3 days. I received the battery in two weeks and they replaced it. It worked but showed charging 255%. The staff asked me to wait for a day and get the battery fully charged and fully discharged once. I did that but there was no backup if the power was unplugged.
I went back and raised my concern, the staff saw an issue with their battery and assured me of a replacement. The replacement never came, they kept giving me excuses for about a month and it pissed me off. They refunded my money and said that this battery is not available at all in India.
Also, I haven't got any response from the computer vendors of Nehru Place, New Delhi yet so I contacted them again but the response was to wait.
Seeing no solution for two months, I again contacted HPSupport on Twitter in Dec 2021 and asked if they can arrange a battery for my laptop? They said, "battery KBO6XL is not available." I requested them to find a solution so they created a ticket/case and shared the case ID but no response for two weeks.
One day I received a phone call from an HP support executive and she offered me a 20% discount on any new unit I purchase in compensation for the battery part I'm looking for that is not available with them. I asked them if they can check with HP US, they said 'no' and asked me I need to connect directly online on the HP US portal. I tried that as well but I failed to raise a query as I get errors when I put my India address with the model name.
I raised my concerns on LinkedIn as well to all senior people of HP but no response there as well. Seeing no solution I connected with my friend, living in California, and asked him to check with local HP support there. No solution there as well.
I contacted computer vendors of Nehru Place, New Delhi again on phone but no luck. At last, I decided to visit Nehru Place, New Delhi by myself. I visited there with my brother, and after enquiring to multiple shops I found my battery. It cost me 5200 INR with 6 months of replacement warranty.
Now, you must be thinking that why am I telling you this boring story? It's not about the product you are buying, it's about after-sales support from the maker. It could be a car, phone, computer, printer, or anything else. Every maker should focus on after-sales support even if the product is discontinued in the market. That's what makes a difference among brands.
There is no guarantee that the laptop model you are buying today, after seeing impressive commercials or getting influenced by influencers, could become an obsolete unit tomorrow and the maker stops support for that. You will be stuck in the middle as parts may not be available. Be careful if buying any new model of laptop, especially from HP.
Products mentioned in this article:
This is really insane that company like HP stopped making the crucial laptop parts of discontinued products. Battery is the main part of laptop and it must be provided by HP.
ReplyDeletesd
ReplyDeletesd
ReplyDelete