HP Spectre x360 15" cracked screen

[bigals55ajr]

I bought HP Spectre X360 from Euro PC in October 2016. This morning I have opened it up and find the screen has a piece of shattered glass in the lower left corner with a 3 inch crack coming from it. I have not dropped the laptop and cannot explain how the crack occurred . Reading through the forum this appears to be a common problem. Is there anything that can be done please?

[DavidSMP · Accepted solution]

Hi @bigals55ajr,

Good Day.   Thank you for stopping by the HP forums. I reviewed the post regarding screen cracks and information on how to get it fixed. I will be glad to assist you here. 🙂

Superb description and splendid diagnosis of the issue before posting. Kudos to you for that. 🙂

For support to get the computer repaired please contact HP phone support.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

Support and service might be fee-based as this is is not covered by the standard manufacturer’s warranty.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

Take care now and have a superb week ahead. 🙂

[bigals55ajr]

Hi David, Many thanks for your help. I have contacted HP and they have agreed to carry out the repair fee of charge. My laptop goes back to them on Monday next. I'm so pleased. Thanks again. Alan. 

[Chimney_83]

Thanks for the reply and glad that you contacted our phone support and they have agreed to repair your computer. 

Please do post your technical queries on our Forums for assistance. 

[jcmilling]

I have a 

HP Spectre x360 - 15-ap012dx
• Registration Date: 3/7/2016 5:56:54 PM
• Serial Number: [edited]

The screen cracked 2 weeks ago.  The computer has never been dropped or abused.  I assume the act of opening and closing flex the screen enough times to cuase a stress facture which turned into a crack.  This is very dissapointing for a computer little over a year old to develop a crack like this. 

Since this computer is out of warranty I figured there was no solution to help and I am a competant computer technician.   Here is the problem I ran into. 

Third party vendors suck with your screens, one already shipped to me was comsetically damanged.  The old screen has already been removed and is ready for a new screen. 

What I need from you is where to order a new screen and new bezel.  While the old bezel is still useable the glue is not, so I assume a new bezel will come with the adheasive required for placing in a new screen. 

But what I see from the forums this seems to be a very common problem for the spectre 360 line.  If all i need to do is send in my screen for replacement then that is what i will do. 

[IanGeek]

Hi Alan,

How did you get HP to replace the screen?  Under warranty?  Thanks

[IanGeek]

Your stress fracture theory makes perfect sense. The cracked screen is caused by HP’s design flaw. I can’t believe how expensive this laptop was and I’ve barely used it. How did you make out with replacing the screen?

[jcmilling]

https://www.impactcomputers.com/index.php?route=product/search&search=ap012dx

I ordered a screen from them last year when my screen cracked.  Get the full assembly because trying to unglue the screen and re glue a new screen is too much pain than its worth. 

or you can just buy a new one for that price depending on the current deals. 

[weberhaus]

On a previous thread I was on, I just got an email notification that there was new activity.  I went to read the thread and find out that a lot of others with the same problem are having HP replace with no fee.  At the time HP said there was nothing they could do and was going to charge me $300.   For some reason that thread is closed, so this is why I'm posting here.  I would like to know why HP has changed their mind and why someone from HP did not reach out to me, when I already had a case.  I gave up back in 2016, when HP said they wouldn't do anything and then a couple months later it looks like they started taking care of the known issue.   This is absolutely ridiculous!! 

[Kedar-kivade]

Hi, I have purchased the same version from US last year and have used the same very little. Last week i was travelling to thiland and had taken the laptop  alongwith me. After I came back to india and when I took the laptop out of my laptop bag I noticed that the screen had cracked from the top, next to the camera. I think this is due to the speed at which the screen closes while closing the laptop. I am trying to get in touch with HP for a replacement, however I havent been able to get in touch with anyone

Would request HP support to kindly help me resolve this issue