HP X24c Almost Burns Room Down + Abhorrent Customer Support Experience

[FordVignale]

I have just had the most dreadful experience.

Background: Monitor (X24c) purchased in and around May 15th 2021.

This morning I was studying for my upcoming exams, when my X24c began to change colours, with vertical lines appearing all across the screen. Obviously this was somewhat frightening, and so i quickly turned it off. I thought it might be the cable, so I swapped it with another, turned it on again, and this time, an oily appearance quickly spread along the bottom corner of the screen, followed by three or four orange flashes from within the screen. The bottom corner of the monitor then bubbled and melted. Of course, the plug was practically ripped from the monitor, and I rang HP immediately.

HP began procedures and sent me a link to a video call, which I joined and I was asked to turn on the monitor. I apprehensively plugged it in and the same thing happened: Flashes, bubble, and a little puff of smoke, with lines appearing all over the screen. The representative said something along the lines of "oh yeah I see", and then said she needed to talk to a manager.

5 minutes later she came back on the line and said that they can do "nothing", as it is "customer-induced damage". Funny how this is the case, considering the monitor has not touched anything, been hit, or knocked since the day it was bought - just a light air dusting when dust builds up. I understand that the monitor is out of warranty by a few months but an electrical fault nearly started a fire. I was then offered a "voucher" by email, which I never agreed to but was apparently sent anyway (which hasn't arrived in my inbox).

I am just shocked at the experience I had this morning. Yes, things go wrong with a product from time to time, but when a monitor spontaneously short circuits and melts in front of my eyes, and the room stinks of melting plastic, after nearly having a fire, and then being told by a generally unhelpful customer service representative that it is all my fault and that I have damaged my monitor, I am absolutely fuming.

I also asked for an email for any sort of customer service, and I was met with "no sir, there isn't one, and anyway there is nothing we can do for you". It is just dreadful altogether. I then asked if they could take the monitor back to investigate the issue, and even from a perspective of e-waste, and I was told "We don't do that, we only take them back for a replacement, which you can't get". Perhaps there is a running fault with more monitors that needs recalling. There could be some unfortunate individual who leaves the room at the instant this starts, and ends up with no computer, no room, no house, or worse (I know this is dramatic, but the point still stands)

HP have essentially accused me of opening up the monitor and poking around at various boards etc. The accusational and unhelpful customer service team is something that needs to be changed. I have had encounters with many customer service teams, Samsung, PCSpecialist etc. and even out of a product warranty, they are willing to investigate the issue from a perspective of keeping people safe, as well as ensuring customer satisfaction.

When you spend €250 on a monitor, you expect a certain degree of help and understanding from a company who have a turnover of billions every year. I have been treated like a child this morning, told to go away practically.

Now I am left studying for the biggest exams of my life from a phone screen, with no fix on the horizon. Thanks HP.

[Raj_05]

Hi @FordVignale,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support