My screen cracked while opening and the screen popped out of the frame

[fsuojwhite]

I opened the screen this morning and the bottom right corner of the display popped out of the frame and cracked the screen.  I would like to know how this can be resolved since this seems to be a design flaw of the laptop with so many posts regarding the same issue.  I need a support representative to give me options for repair but there is no one to speak with.  Please help.

[Echo_Lake]

@fsuojwhite

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, As we have limited support boundaries in the support community as of now.

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[fsuojwhite]

Unfortunately there is no way to contact support even through the link that you gave.  The reason I am in the community posting messages is because it appears to be the only way to contact anyone at HP.  There is no phone number and the chat session is an automated bot.  The link in your previous response did not take me to any location that provided me access to communicate with an actual person to discuss my issue.  Also, the link that you provided goes to a broken address.  I am very disappointed in the support options for just trying to find out what my options are.  This is the first time I have purchased an HP and based on my experience so far with the quality of the product and the support, I would not recommend an HP to anyone else.  I am hoping that someone at HP can change that opinion.

[fsuojwhite]

Just visited the HP authorized repair center and they stated it would be $300+tax.  Looks like I will start looking for a different vendor to supply hardware.  Thank you for the poor service and product.  BTW, where is the button to "Deny as Solution"?  

[fsuojwhite]

For anyone who is following this thread, I wanted to provide a follow-up to the progress of my issue.  Background is that the laptop is less than 2 years old and sits on a desk and is never moved.  It looks brand new and does not have a scratch on it.  I noticed the hinge on the bottom right corner was a little loose but I did not think anything of it.  I adjusted the screen from the top right hand corner and all of a sudden the bottom right of the screen near the hinge broke and the glass/LCD screen came out of the frame.  I searched high and low to talk to a HP support person but my laptop is out of warranty so you are not allowed to speak with anyone.  This is why I decided to post in the community in order to have someone from HP respond.  Someone from HP did respond and told me to reach out to HP but the link was incorrect and there was no phone number offered.  After going to a HP certified service center, they told me it was going to be $300 + tax to fix.  After deciding that I was not going to pay $300 dollars for a screen to my laptop that broke due to a design flaw, I chose to carefully remove the screen from the laptop casing myself.  What I found was exactly what I anticipated.  The screws that hold the screen to frame had pulled away from the frame creating a weak point in frame.  Image 1 is what the bottom left corner looks like and how the right side should look.  Image 2 shows (1 of 3) the screw that came out of plastic frame along with the grommet that goes in the plastic.  I am only showing 1 but all three are broken.  Finally, Image 3 is how the bottom right hinge looks, :

If this were a car, I am pretty sure they would have a recall on this.  Once again, laptop does not move and it is (was) practically new.  I am hoping that someone from HP will recognize their design flaw and make good on this.

fsuojwhite

[Echo_Lake]

@fsuojwhite

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.