LCD Issues

[HPscrewedme]

 Samschilling wrote;

The HP techs are confused.  They are under the impression that the issues with your screens are accidental damage.  You just need to call them back and inform them that the issue is not damage related.

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I was on the phone with HP when they said it was CID, Customer Induced Damage, and I argued that it hadn't left the room and I was the only one to use it!  They are saying that LCD is always customer, not covered by warranty, would be covered if I purchased additional coverage when I purchased laptop. I challenged them to find a mark on the unit.  I was dealing with "Escalated" service because I was getting nowhere for almost a month before that.  I insisted that I received a defective unit, my problem just appeared as a pencil thin line an inch long.  It is not a cracked screen as I see pictures of, it is really just an irritant that the area in upper left now looks like pencil scribble.  They just stick to the company line that LCD problem is customer responsibility.

 I purchased this based on my past experience with HP, never had a problem.  I started working with computers in 1963 using them to run complex test equipment in the defense industry until my retirement in 1998.  I've learned from this experience that if you have a problem you cannot rely on HP, they want to charge you for their mistakes.

Sam, if you are an HP person reply as that and I'll provide you with the case number, otherwise you are mistaken if you think talking to them will help.  I've talked to them and I am sure they see this board.  I'll wait for BBB and AG's Consumer Affairs office replies to my complaints submitted with each of them.

[samschilling]

I am an HP person but on this forum I'm speaking for myself and not for the company, so I couldn't do anything with a service ticket, sorry.

But if it's lines on the LCD and not cracks then I'd say keep calling until you get someone that understands the difference between a crack and a line.

[HPscrewedme]

Samschilling wrote;

I am an HP person but on this forum I'm speaking for myself and not for the company, so I couldn't do anything with a service ticket, sorry.

But if it's lines on the LCD and not cracks then I'd say keep calling until you get someone that understands the difference between a crack and a line.

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You do understand that they had the unit when they made that decision?  Thanks for your reply.

[samschilling]

Oh, no.  I didn't realize that.

In that case......**bleep**.

[JAB19]

Yes samschilling, as you can see HP is taking money from people on a daily basis and giving a good reliable product in return.  The reliability and treatment HP is showing all owners of these models is not in its best interest as a company that wants to be the choice of the everyday public.

Maybe all of these words will actually be shown in this post as HP chose to remove some of my original comments, which none were inappropriate words just opinions I wish to share with others.  I will make sure the Best Buy site is kept current with all the feedback on this product, because others should realize the issues this products has and choose to spend their money more wisely.  I will also update my BBB complaint I have filed.

[jessicav26]

Just out of curiosity, does filing a complaint with the BBB ever have any outcome or does HP just ignore that like everything else?  If it would do any good, I will file one since I had no response from any of the complaints sent to HP...........

[HPscrewedme]

It worked for me, HP called yesterday and said they would take care of my LCD referencing my BBB complaint.  I also had success when an out of state  prescription fulfillment company sent me wrong medication and would not credit me for the charge.  They were using the law that drugs cannot be returned, I didn't care if they couldn't be returned they were no good to me.  BBB complaint got me the credit.

HP was again suggesting that accidental coverage should have been purchased, I suggested that HP should state that LCD is not covered by warranty as that is what they are doing in practice.  My LCD problem was pencil thin lines approx 1" long that I feel were pixel loss and not a crack as others describe or pictured.

[llmram]

 I called HP Today About How

MY Wife and I had purchased my daughter a Hp G60 120us For her Xmas On 11/08 at Circuit City/ with Advantage Protection Plan.

 they went belly up 12/08

I called The assurance carrier twice today waited 20 minutes in a queue line each time and was disconected so now i'm online in a queue line that counted down from 10 for an additional 30 minutes now I've been next in line for 10 minutes to be told via GotoAssit Queue status that there are no representaives available, try again and again I did...

incident/ work order # 13751774 for Ashleigh .

called their plan # 1-800-555-4614 for repair of laptop accidental damage to screen, Daughter claim She only opened it and it was there when she turned it on and touch it to exam the crack and it bleed on 7-21-09
explained damage and cause to lap top, received work order from a Ms.venna-was authorized and sent out via radio shack as per her request.

The laptop was return today 8-10-09 with notice that service was denied due to physical damage to screen ( Crack runing through screen, starting lower left  screen 1/3  the way across bottom by /above hinge between Hp Logo and side to middle left side of screen, with hundreds of lines running through the screen when on, and told via radio shack to send it to hp for repair and pay out of pocket to have it fixed.
 WE are Confused

We " MY wife And Myself",had been told at circuit city when purchased ,"the plan was for just this reason", accidential damage.

We're confused as to why I was given a service authorization # and then be told by your service representative to send it out for repair, wait for service( 2 Weeks Additional time), for it just to be denied and to have sent along a notice via the Central service depot to call you back if there was any questions?

Is there a different Phone Number which I can call to vent or seek reimbursement

Question is why wasn't it fixed?

how Do I get It fixed?

DO I have to seek some kind of resolution outside this contact, if so Whom may I contact?

No futher assistance offered ,can't contact them by phone, no answer on08-10-09

 so I went online Hp explain problem, I have a Hard time Understanding the India's base Service Reps, twice I hung Up hoping to get someone whom Spoke smoother English With A little easier accent

so Today i went online explain the dance

hp claimed it was physical damage, We had to have drop it really REALLY hard ,My Friend online at Hp( Kason) Stated and I hafta pony up for repairs. 

After reading All the post on other sites along with this hp  forum , It appears to me there maybe a manufacturing/ Design issue with the case not being properly insulated from the hinge force of the lower glass- Glass maybe chipped during cutting phase and cracxks when even moderate closure pressure operates the opening and closing of this unit... Hp Put Me on the disatisfied line I got allot of Hp stuff hoping they'd Be nice and hook me up !

if this is a manufacturing problem

 I like Hp Always bought HP, But I'm waffling, a bit concerned about it....

[llmram]

K sorry for the confusing rant ... Clarifaction time I bought through another party , bought accidential damage policy thru them,

 Hp not involved, other than its their baby the g60  120us  I bought...

 I could not get help thru another source  without them inserting their out as claiming customer damage!!!

with what I feel was a bad design which actually caused the lcd screen to crack

and attempt for hp to assist in replacing the screen.

Throughout reading post on Via Web sites including HP's I noticed that quite a few people seem to have simular faults with the lcd screen

at the same or similar locations. It's a web like crack, that has started at the lower screen behind the cover halfway between the hp logo and end / side of the cover and runs upward diagonally seem quite compelling to myself that allot of these screens have crack within the same area. Not randomly in variously different areas. so I guess we all hit the tablet in exactly the same place on purpose.. Please

[tbran]

I guess I get to join this club. My 4 month old Compaq CQ60-215DX started developing lines in the upper half of the screen and quickly spread lower. Finally, I booted the laptop to find no coherent images at all, just colorful "noise" that kinda resembled a kaleidoscope. HP support started out ok, they sent me the box and 2nd day fedex. Then it went bad, I noticed the online status of my claim changed to "Out of Warranty". Upon calling HP, they informed me that the screen was cracked and that they werent going to cover the repair. The laptop sat on my desk it's entire 100 day life! It is in showroom perfect condition. I was (and am) seeing stars at the ridiculousness that I did something wrong that must have caused this! The HP tech told me "we have photos of the crack". I asked them to email them to me. The picture is not of a crack at all, but of the screen lit up and showing the exact symptoms I mention above. Then the tech had the audacity to offer to fix it for the exact amount (down to the penny) I paid for the laptop at Best Buy! I have totally lost my respect for HP and will never do any more business with them. What they did was the equivalent of stealing $500 of my hard earned money right out of my pocket...no difference really.  I did get some revenge already by convincing  my best friend to stop contracting HP products for his accounting office, which is about 50 PC's and laptops every year, after he heard my tale of horror. Small satisfaction but something nonetheless. Also I have filed complaints with the Federal Trade Commission, the NY State Attorney General Consumer Affairs Division and the BBB of San Jose, so I will exact my revenge before this is over. It is just awful that this company is so slimy that it has to resort to such lowball tactics to screw customers over