Cracked screen?

[JJGCA]

I've owned this Chromebook for 16 days and the entire time it has sat on the desk in an office. It's a beautiful machine, but I opened it this afternoon and the screen is cracked.  I searched the support site and it says "In most cases, this damage is considered customer induced and is not covered by any standard warranty."  I'm at a loss because it's hard to imagine how a screen cracks by itself, but I also don't understand how typing on the keyboard or opening and closing the laptop could cause the screen to crack. If the screen somehow cracks from normal usage like this, then it feels like it should be covered under warranty. Any suggestions? If it's helpful, the Part No. is 9UR36UA#ABA.

[CWDedon]

It really isn't that hard to crack a screen on most modern laptops. All it takes is the wrong amount of pressure in the wrong place. If you tend to close your laptop by grabbing one corner of the screen and lowering the lid to the keyboard it could be that you accidentally twisted the top of the laptop just enough to cause the screen to crack. The screen could also crack if something fell on the to cover while the laptop was closed up.

It is almost impossible that the screen would have cracked just sitting on your desk. I'm not say that it is impossible just very unlikely. I suppose there could have been some stress point induced during manufacturing that suddenly released resulting in the screen cracking but again it is highly unlikely that the screen just spontaneously cracked.

From a quick google search on the laptop it looks like the top of the laptop is just plastic so it wouldn't take all that much force to twist the screen.

P.S. I'm not saying that the cracked screen is actually do to your action just that it is highly unlike for a screen to crack spontaneously. Do you have anyone else in the vicinity that may have dropped, twisted, bent the laptop while you were away from your desk?

[JJGCA]

I completely agree that it seems very unlikely that a screen spontaneously cracks.  However, I'm really at a loss because there was no impact to the laptop, and opening and closing the lid to use the computer seems like it should be classified as normal usage.  For any product, and it breaks during normal usage under warranty, then I would think it should be covered under warranty.  I've probably owned 10 laptops over the last 20 years, and have never even managed to scratch a screen, so a crack was surprising to say the least.

[praveen196]

@JJGCA Welcome to HP Community!

I understand that the screen is cracked.

In that case, I would suggets you contact our phone support and check for the support option. They will help you.

Or you can contact the local service center for repair.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Keep us posted,

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