LCD Issues

[llmram]

Tban Thanks for the Heads up. I don't know if they look here or even care ... As before noted the loptop now runs as a desktop .It has a 10lb monitor attached to it. I'm still fighting with MY warranty company via BBB and State insurance dept. trying to get them to honor the assurance we purchased.. I still am waiting for their action/ response to my disputed claim. its been 1 month going on two, and My warranty thru HP is closinfg In in NOvember....I'm pretty sure HP is still claiming Customer damage,(They want me to send it to them), as they did on the Phone when I talked to them...I'm fairly sure they'll denied manufactures defect, customer damaged and hold my tablet hostage when / if I do.. I'll keep ya posted thanks again sorry to hear whats going on.... hope others don't have the same problem, but glad you posted so they'll have a record and maybe they will be upfront enough to contact up in the future and shower HP love and carring service upon us..... Hmmmmm.

[IsaacHasse]

I recently purchased a compaq model:CQ60-419WM. After purchasing it my laptop never left my coffee table. One night i shut it down normally and when i woke up and opened it there was a circular discoloration on the left of the screen. I contacted HP support on the internet and was told that i would be sent a box to send it in to get repaired. I recieved the box and sent it in. A few days later i got an e-mail from HP saying to contact them with my service ticket number. I called HP and told them my service ticket number. They told me that there was a crack in my LCD screen and that it was not covered in the warranty. They told me that they could either fix it for about $400 or send it back to me. I purchased my laptop for about $300 and only owned it for about 2 weeks! I told them that i would like it sent back to me. When i recieved my laptop in the mail there was a large black line on the right side which was not there when i sent it in. There is also a CID sticker in the middle of my screen. I called HP support again and told them about this. After being transfered about 3 times I finally got to a man that told me the damage was probably done by a bouncy ball or a cat and that there was nothing he could do about it. I e-mailed the CEO of the company and informed him of my problem and that i was not happy with their customer service. I do not plan on purchasing any more products from this company and i am advising everyone i know, both domestic and international, of what happened and that they should not purchase anything from the company either.

[jessicav26]

THANK YOU!!! I signed this and hope that everyone else will as well!!

[chrisfia]

We had the same issue. Bought the laptop 7-8 months ago and it was working fine. Booted up one morning and we had an 'ink blot' in the bottom-middle of the screen and over the nexr few days it 'grew'. We called HP support and they told us the same thing: the LCD damage was done by us by, and get this, "opening and closing the LCD too hard" and that it was not covered by warranty, which is absurd considering the cost of repairing it is almost as much as we paid for the laptop new.

I am submitting a compaint to the BBB over this (what good is a warranty that does not cover parts of the product) and I am also going to submit this story to The Consumerist which is a very public place to address such complaints as these. I urge everyone to do the same and hopefully HP will get their head on straight.

[tbran]

 I filed a BBB report for my cracked screen and HP Executive Customer Relations contacted me and made a "one-time exception" (their words) to the warranty policy and replaced my LCD screen free of charge. I'm sure this does not mean that they will do it for everyone, but if you present  an honest account of how the LCD failed and ask for a reasonable solution, I can say that it is possible you will have your issue resolved. Please no msgs on how I worded my complaint etc, since this is the extent of what I will say about this matter.

[blueeyez42]

I have the g71 notebook, and my screen looks like it was shattered. It's like cracked glass with severe discoloration. I talked to the online customer support, and they gave me the same run around they gave everyone else, about it being accidental damage and wanting $400 to fix it. I know more or less everyone has said their started on their g60, but I'm wondering if anyone has had similar issues with the g71. I left the house, came home, and turned my laptop on, and this is how the screen looked.

Any suggestions?

[Tech_Smurf]

Please explain to me how you think the screen got that way. Please include an exact description on what caused the shattering and why. Was pressure applied to the back of the lcd? Was it left in an area with high traffic? Were unsupervised children allowed access? Do you think it magically broke itself? Did a sky fariy zap it with a thunder bolt? Please enlighten us.

[brightpinkshad0]

First off, my passport account wasn't working so I had to create another one... so sorry for the random change...

But.. unless you're the fairy who zapped it.. It would be pretty awesome if someone could actually HELP, as opposed to being sarcastic...

The laptop was on a table.. by itself, in a locked house, where no one had access to it, AT ALL. Went to work, it was fine, came home, opened it, went to the the bathroom, came back, and that's how the screen was. I'm not the only person I've seen with this same issue. If you go to the forum linked here, there are others who seemed to have done nothing, but had their screen look like it was beaten with something. Unless the only solution is to a. not use the laptop or b. not leave it without proper supervision... in fear it will spontaneously self destruct, I'd kind of appreciate answers. 

My curiosity is aimed towards the g71 model. When I spoke to HP last night they denied any of the G series having ANY sort of issue with the LCD. I pointed out the forum here, and then the story changed to "Well, the G 60 may have an issue, but I haven't heard of this with any other of the G series models."

[Tech_Smurf]

LCD's do not crack themselves. The only time they break like that is when they have had some kind of stress put on them. Either temperature or physical. This is why they replaced the older plasma displays (not to be confused with the thechnology of the same name used by tvs) used in the 80's and early 90's. The cells do not break themselves, the matrix or glass does not crack and the panels do not separate. So I am sorry if your display is broken, but something external happened to it. You can find better documentation on HP's policy along with images here : http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01608578&cc=us&dlc=en&lc=en&jumpid=reg_R1002_US...

[jessicav26]

I agree with your statement that "LCD's do not crack themselves"  However, this seems to be a defect in HP's wide screen laptops.  Normal opening and closing of the cover can crack the LCD, and repair of the screen can cost almost as much as the laptop did to begin with.  HP's customer service while dealing with this problem is horrible, they give you the run-around (and can be extremely rude) and then tell you it was customer induced damage.  HP needs to have a recall on these models or refund customers the money they have spent fixing these problems.  The rectangular shape of the wide screen is just not strong enough to withstand even the small pressure applied from opening the cover- which would be normal wear and tear.