Warranty Dispute – Incorrect Liquid Damage Diagnosis (Serial No: <removed>)

[KK389]

Hi HP Community,

I’m seeking advice and feedback regarding an unresolved issue with my HP laptop.

Problem Description

The laptop consistently freezes and the screen goes black when lifted from the right-hand side. This issue has persisted for several months and has been investigated through:

• RAM upgrade by a certified technician
• SSD replacement
• Multiple internal inspections

Despite these steps, the problem remains unchanged. There are no signs of liquid exposure—no corrosion, swelling, or erratic behavior. The device has been handled carefully and has never come into contact with liquids.

HP’s Response

After sending the laptop in for repair under warranty, HP diagnosed it as liquid damage and quoted £600 GBP for the repair. We challenged this diagnosis, as we believe it’s incorrect based on our inspections and usage history. Since then, communication has stalled.

Question to the Community

Has anyone experienced a similar issue or disputed a liquid damage claim successfully? Is a £600 charge for this kind of fault justified, especially when the symptoms point to a structural or connection issue?

Any insights or advice would be greatly appreciated.

Thanks in advance!

[Animatryx]

Hi @KK389,

Welcome to HP Support Community.

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

This needs one-on-one interaction. Let me check it once with the case number.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this  link.

 

I hope this helps! Keep me posted.

Take care and have a blissful day 😇.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up 👍" on the bottom right to say “Thanks” for helping!

[KK389]

Hi , I have not received any private message, its been over one month , my laptop is with HP and no one is responding to my query , can you please help ?

[Garp_senchau]

Hi @KK389,

Thank you for your response

Could you please provide me with the case ID in a private message? I’ll be happy to assist you further with the issue

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name.

You can use this link as well:

Private Messages - HP Support Community

Regards,