Poor service from HP local and international

[RossiVR46]

Hi. I contacted a consultant for HP yesterday. I am in Cape Town and the consultant was in Geneva. I explained my screen was faulty she sent me a link to my mobile so she could see the screen and take a screen shot. She did all she needed to do and said that this is a warranty claim and should take my laptop to the nearest support centre. I confirmed twice that this would be a warranty claim and she confirmed that this was correct. On arrival at Ensure Service this morning I was told this is a cracked screen and that this is now at my cost at R3500 for the repair. This is unacceptable and we call the hp service desk only to get through to a person who was useless and could not help us at all and then just put the phone down. This type of service is unacceptable in any business and I am now stuck with and 8 month old laptop that is useless. Please get back to me with the way forward ASAP. 

[Prométhée]

hi

HP PCs - Damage Not Covered by the HP Standard Limited Warranty | HP® Customer Support

sorry, but what happened with the computer, in what state is it exactly?
in the document, here, you will see that HP will or may refuse warranty support if it appears to have been accidental!
if so, there's not much we can do for you here!
I never heard back it seems to me, but in general in this case, I advise you to check the possibilities of your insurance, some problems of this type can be taken care of