HP Support Forums
Join in the conversation.
07-27-2009 09:44 AM
I have a 6 month old HP DV7 1270 widescreen laptop with a 17" display.
I have always taken good care of this machine and I have never transported it anywhere without
using a case that I ordered specifically for this laptop.
I was horrified to see a long, horizontal scratch on my screen the other day.
It is perfectly horizontal and it looks like a thin, long line of arbasion marks on the screen.
A screen cleaner and a soft cloth will not remove them.
I did some research and it seems like many people on this forum and elsewhere online
have this issue.
The problem is that the keyboard or in my case the silver surround around teh keyboard are rubbing against the monitor when
the lid is closed and this creates the scratch marks.
By the time you realize what is happening it is too late to do anything like putting a protective piece of padding inbetween
the keyboard and the screen.
I also do not think this is right, this is a design flaw. Who wants to open a laptop in front of a client
only to remove a piece of padding?
I spend a lot on a custom, protective case. I don't want to have to put padding inbetween the keyboard and screen as well, this
Does anyone else have this issue?
How have you resolved it?
07-27-2009 10:06 AM
Sorry to hear about the scratches,
Can you provide some pictures showing these "scratches" ?
Please send to my email
"Did my response help with your issue? If so, please give me Kudos by clicking the "Kudos" button or mark the post that solved your problem as the Accepted Solution. Thanks!"
07-29-2009 10:30 AM
Someone named Javier called from HP on the 28th and said that he would have the
laptop returned at no charge via FEDex and then most likely replace teh keyboard and screen.
At the end of the call he noticed that I was in Canada and he said that he could not help me and that he would expedite my
case by escalating it to someone who could deal with a return in Canada.
I was told that someone would call me in a few hours and it was been 23 so far....
Any ideas as to what is going on?
11-27-2009 10:36 AM
I sent my laptop off this past Monday via pre-paid UPS to get the screen replaced and it was returned to me with a new screen on Wednesday!
48hr turn-around time and they did replace the screen.
Communication with Marilyn my casemanager was great and I was very happy to get the screen repaired.
They mentioned on teh service order that they checked the hinges but I still believe that the lips on these 17" widescreen laptops are too wide
without being supported properly when closed.
I am now using a soft, microfiber pad between the new screen and the keyboard as an extra precaution to make sure that this does not happen again.