Keyboard scratched laptop's display

[Matthew5002]

Recently, after cleaning my laptop's display I discovered that there was numerous scratches on the display matching the keys on the keyboard. Having found this I decided to contact support as my device is still within the standard warranty period and I thought it would be covered. However, upon finishing that conversation I was told that this damage to the display was considered 'wear and tear' meaning I would have to pay for this to be repaired as it was something I had caused.

Now yes I do open and close the laptop's screen, like any other laptop, however I cannot fathom how the scratches caused by the keyboard when the laptop is closed is my fault. Furthermore, guidelines for the caring of your laptop on HP's website state you should not put anything in between the disaply and keyboard of the laptop. However in my case, I haven't and if I did it would be more likely that these scratches would have never happened to begin with, however this by no means should be an acceptable solution.

This isn't my first time having to send this laptop to be repaired, in the past it has been sent for the ethernet port cover to be repaired after it kept falling off. Granted, this repair was fast and I had my laptop back quite soon. But as I use this laptop for school work and playing games outside the house I find it unnacceptable that I am going to have to have it repaired again. Especially when previous laptops I have owned have never had such issues, even though they were all less expensive than the over £1000 price tag of this laptop.

At a minimum I would expect that the display is repaired under warranty, even with the inconvenience already caused by all of this.

Damage:

Highlighted Damage:

[NonSequitur777 · Accepted solution]

@Matthew5002,

Welcome to our HP User Forum.  -As this is primarily a User-to/for-User forum, HP customer service may not see your message.

I would start with filing an HP warranty dispute here: HP PCs, printers - Dispute a warranty status | HP® Customer Support.

Sometimes people are successful contacting the store or online retailer they purchased their laptop from.

Good luck!

Kind Regards,

NonSequitur777