Dead Pixel within 7 days and HP is not replacing it.

[VidushiBharti]

I just bought my first HP laptop - HP 14S DK0093au & noticed a dead pixel on the 5th day itself. Contacted the HP rep & they told me that HP will NOT replace my screen if it is only ONE dead pixel.  It has to be a min of 5 dead pixels they said.

They told me that its an 80 percent chance that after opening your screen it won't fix properly and the company won't replace it, so better to be with this dead pixel. I mean, is this the HP service they are providing? I literally fought with my friends that HP has the best service so I'll buy an HP laptop and not another brand and this is how I got repaid.  I don't know how to describe my disappointment & frustration right now. 

I can confirm that this would also be my last HP laptop, never ever expected this service from HP. 

[praveen196]

@VidushiBharti Welcome to HP Community!

I understand that you are getting dead pixels on the screen.

I understand your concerns.

Understanding pixel and sub-pixel defects

What is a pixel?

Short for picture element, a pixel is a single point in a graphic image. HP TouchSmart PCs, All-in-One PCs and LCD flat panel monitors display pictures by dividing the display screen into thousands (or millions) of pixels, arranged in rows and columns. The pixels are placed close together so that they appear connected.

A full pixel is a combination of one red, one green, and one blue sub-pixel.

What are pixel and sub-pixel defects?

A full pixel defect is a bright white dot or very noticeable black dot on the display. No full pixel defects are allowed per HP's monitor specification.

A sub-pixel defect is also referred to as a dot defect.

Bright dot sub-pixel defects are permanently "on", displaying a colored red, green, or blue spot on the display at all times.

Dark dot sub-pixel defects are permanently "off", displaying a black dot on the display at all times.

Please refer to the below link as well.

https://support.hp.com/in-en/document/c00288895

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[VidushiBharti]

Thanks for the reply.

As i can see its mentioned as below in the policy:

Policy for HP monitors and All-in-One PCs manufactured in May 2009 or later:

Bright sub-pixel defects 2 maximum

Dark sub-pixel defects 5 maximum

Total combined bright and dark sub-pixel defects 5 maximum

Full Pixel Defects pixel defects: 0 allowed

My defect comes under Full pixel defects which are 0 allowed as mentioned here. Then why HP is not considering it as a defect?

[praveen196]

@VidushiBharti

I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

Please look for a private message requesting additional information.

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

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

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

Thank you for visiting the HP Support Community.