cracked screen on spectre x360

[missaudrey]

Exact same issue with the display on my HP Spectre - had it one month and opened it and the screen was cracked.  Never been dropped or abused. Must be a design flaw for so many others to be cracked.  HP should repair, but of course they won't. I will never purchase another HP.

[pfd1822]

Add me to the list! A month in and a huge crack has appeared right across the screen, and the touchscreen no longer works. I have treated this machine extremely carefully - it has not been dropped or jarred and it lives in a bespoke padded case. The crack just appeared. HP are saying it is my fault, and asking for £255 to fix it. I won't pay this, largely because it will probably just happen again. 

HP have two ways to go here - they can keep chucking out these defective products and build up such a bad reputation that they go down, or they can fix the problem now. My guess is that they will fix the fault without saying so, it will be interesting to see if they change the design on newer copies - if so, this would be a pretty good indication that they acknowledge the fault. 

If anyone is considering legal action, count me in!

[YChan]

Just thought to add in another issue. Bought the HP Spectre x360 around July 2015. Mainly been used in the home and only occasionally taken out of the home and when taken out, it's kept in a protective case.

A relatively large crack on the bottom left of the screen appeared one day, similar to the other posters in this thread.  No idea how it happened. I also own other laptops and hvae never had a similar issue and use them in the same way.

From what I can read from this thread, it doesn't seem HP are doing much to acknowledge this as an issue but thought I would add to the thread.

Not sure what the next steps are as if this is a problem with the build, even paying to fix it seems a bit pointless as it may crack again. Will contact HP in any case to see what they respond with.

Y

[pfd1822]

Hi YChan

I can save you the bother of contacting HP Support - here is the rather funny but ultimately pointless correspondence I had with them today:

8:46 AM  Connecting...

8:46 AM  Connected. A support representative will be with you shortly.

8:48 AM  Support session established with  Patricia.

8:48 AM   Patricia: Welcome to HP Chat Support. My name is Patricia  and I will be your technical support specialist today.  Please allow me a few minutes while I review your information.Also provide me the Phone  number so that we can update the records.

8:49 AM  Pfd1822: Hi Patricia, it is #####

8:49 AM   Patricia: How are you Today?

8:49 AM  Pfd1822: I'm fine thanks, hope you are too

8:50 AM   Patricia: Glad to know, I am fine, Thank you for asking

8:50 AM   Patricia: From the issue description I understand that the screen is cracked, Am I right?

8:51 AM  Pfd1822: Yes, a large crack just appeared across the screen, and the touch screen function is impaired

8:51 AM   Patricia: Not to worry I will try my best to assist you with this.

8:51 AM   Patricia: Could you please tell me how did the crack appeared ?

8:52 AM  Pfd1822: I'm not sure, but one minute it was fine, the next minute there was a big crack. It happened while I was downloading some photos. The unit did not even move.

8:53 AM   Patricia: okay, Could you please click the photo of the cracked screen and upload it on the desktop so that I can have a look at it

8:54 AM  Pfd1822: I don't have a photo of it, and it is such a thin crack it wouldn't show up on a photo anyway

8:55 AM   Patricia: Could you please try to click so that I can have a clear view of the issueand assist you further

8:55 AM  Pfd1822: sorry, what do you want me to click?

8:55 AM   Patricia: Click the picture of the screen

8:55 AM   Patricia: and upload on desktop

8:56 AM   Patricia: so that I can have a clear view

8:56 AM  Pfd1822: what picture of the screen? I just said I don't have one!

8:56 AM   Patricia: I understand, Could you please click the picture now

8:56 AM   Patricia: of the screen

8:57 AM  Pfd1822: sorry, I do not know what you are talking about - I say that I don't have a picture of the screen and you ask me to click it - are we talking at cross purposes here?

8:59 AM  Saving chat transcript

9:00 AM   Patricia: Are you chatting with the same PC that is faulty

9:00 AM  Pfd1822: yes

9:00 AM   Patricia: I understand that the screen is cracked , a thin line has appeared

9:01 AM   Patricia: I want you to click a picture of it from your phone and upload it on desktop

9:01 AM   Patricia: Did you get it?

9:01 AM  Pfd1822: I don't have a phone with a camera

9:02 AM   Patricia: A camera then

9:04 AM  Pfd1822: ok done, it is on my desktop, you can just about see the crack

9:05 AM  Saving chat transcript

9:05 AM   Patricia: great,

9:05 AM   Patricia: I would like to view your computer and even take remote control of it to try and fix the issue. You will be able to see all of the actions that I take.  Are you ok with allowing me to do this? I will send you a link to run an applet so that I can do remote control.  Please click the "Download Applet" link, and then follow the prompts to run the file. Remember, you can end the remote assistance session at any time by pressing the 'red X' in your chat window or by pressing the Pause/Break key on the upper-right corner of your keyboard.

9:06 AM   Patricia would like to start an operation which requires an applet to be downloaded. Download AppletThe download should begin in a moment and the Applet should start automatically. If the download does not start in a few seconds, click here.

9:06 AM   Patricia: Please download the applet and run,

9:06 AM  Pfd1822: done

9:06 AM  You have granted full permission to Technician. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard.

9:06 AM  Applet connecting...

9:06 AM  Applet connected.

9:07 AM  Remote Control started by  Patricia.

9:07 AM   Patricia: Can you please open the picture

9:08 AM   Patricia: I can not see any crack, Could you please click it on a black background

9:08 AM   Patricia: As this is a customer induced damage

9:08 AM   Patricia: and not covered under warranty

9:09 AM  Pfd1822: I can see the crack clearly on the photo, it runs from bottom left to top right. And it is not customer induced damage - how can you know if you can't even see the crack?? are you just wasting my time here?

9:10 AM   Patricia: No I apologise  for the inconvenience I saw the crack, to have a clear view black background is better, and to let you know that the screen damages are not covered under warranty

9:10 AM   Patricia: you need to pay for the repair

9:11 AM  Pfd1822: if screen damage is not covered under warranty why did you ask to see a picture of it?

9:11 AM   Patricia: so that I can confirm it whether it was a slight crack or a huge

9:11 AM   Patricia: to have a better picture of the issue and recommend you

9:12 AM  Pfd1822: Clearly I shall have to join the many other people out there whose screens have cracked in launching a lawsuit against HP - I will not pay for your faulty design

9:12 AM   Patricia: It is not an faulty desingn, the crack may have been caused by some pressure induced on it

9:13 AM   Patricia: *design

9:13 AM   Patricia: then Did it occur automatically?

9:14 AM  Pfd1822: it wasn't. no pressure at all was induced on it. if I pay to have it repaired, it will probably just happen again. okay, I now have a brand new, very expensive and broken HP - great

9:15 AM   Patricia: I apologise  for the inconvenience, Hope you understand that the screen damages are not covered under warranty

9:15 AM  Pfd1822: it has been suggested that it cracks due to the heat of the unit (which gets surprisingly hot) - I am not an engineer.

9:15 AM   Patricia: if you wish to, I can go ahead and arrange a repair for you,

9:15 AM  Pfd1822: how much will it cost?

9:16 AM   Patricia: Please give me a moment while I let you know the price,

9:17 AM   Patricia: It would cost you £ 255.00

9:17 AM   Patricia: Shall I arrange a repair for you

9:18 AM  Pfd1822: no, that's over a third of what I paid for it - I shall find another solution.

9:19 AM  Saving chat transcript

[YChan]

Thanks pfd1822. yeah I assume that that would be the case.

Frustrating given the laptop is a high end one but I will at least give them the opportunity to tell me that it was not their fault and that I will have to pay to repair it.

There must be something we can do...at the very least I think consumers should be aware of a potential problem/design fault when making a purchase. 

I think this is the last time I will be purchasing HP.

[Grobbs]

Dont be put off bythe first line customer services response. If you are not happy with the reply and the laptop  its in warranty period and hasnt been misued then formally complain.

If you are in the UK, you can use Resolver, which will also keep a record of any interections you have with them. Its a time consuming process for something that is clearly defective , but I ultimately got a satisfactory resolution before I had to file a small claims court submission.

[YChan]

Thanks for advice Grobbs.

Will look into it. The annoying thing at the moment is that I can't even contact them as it says my warranty has expired (despite it only being bought in July 2015). I will have to first find my proof of purchase which I am not sure I still have to dispute the warranty expiry date and then I can contact them for "support" which will inevitably tell me that it is not covered under warranty.

[Grobbs]

guessing you should have a transaction on a card or bank account somewhere when you made the purchase...

[AJack90]

I have had the exact same issue with a spectre x360 that was less than 6 mo. old.  I contacted HP Support and they stated they will not cover under manufacture warranty.  She stated if we had the accidential coverage it would cover it.  This was not accidential damage!   Seeing this has happened to many other people other than just me, HP needs to realize they have a design flaw that does not allow pressure to be put on the screen when opening or closing the laptop.  The tech even told me on the phone that this model is delicate and that care needs to be taken when opening/closing.  If HP knows the screen is that delicate and could crack under the simple task of opening/closing they should have put a warning lable on the computer stating the fact!  I have owned HP for years and am not impressed with this one.  HP needs to stand behind their product and warranty these screens.

[battenborrow]

Add another 1 to the list.

Sitting with laptop on a table, and typing into a word document when the screen cracked in the bottom left hand corner with the crack coming from the very bottom of the screen.

Having contacted HP Support they tell me its accidental damage and not covered, they will get back to me within the next 2 days with a quote.

They tell me that it will not be covered under warranty, but when they quote me I will go back and gie them hell.  It is obvious that there is an issue with the screens with so many having problems.

I am in the uk so will use resolver to see if anything can be done.

Not happy at all with the whole process, they seem to work off a script and cannot answer any questions away from their script.  So poor customer service for an extremely expensive product!!!