Dead pixel not being covered in warranty

[adieroxy]

Hi Community,

I have a dead pixel in the laptop that I recently noticed within a year. I have a 3 year warranty. However, HP support repeatedly keeps saying it as accodental damage on chat even though there is not a single sign of damage (scratch, dent, nothing) and hence not covering it within warranty. Is this the HP quality, providing sub- par quality parts and then refusing to cover it under warranty?

[ub6424]

Hello @adieroxy 

Sorry to hear that you are having problems ... I would like to help you.

(1) See HP Pixel Policy

https://support.hp.com/us-en/document/ish_3908867-3900920-16

Quote: " NOTE: This article does not pertain to display hardware in notebook computers. "

(2) Check <screen>

https://www.eizo.be/monitor-test/

Click blue button [ Start test ]

- Test will start in full screen

- Continue with DOWN key (Down arrow key)

- When finished exit with ESC key

(3) Please report your results

[adieroxy]

Hi Ub6424,

1. The policy is only for monitors. I have dead pixel issue in an HP notebook. Also, its a full pixel issue, not dark spot or bright spot.

2. The website is not opening on my laptop, do you have any testing website/ software.

Let me know, thanks for the help!

[ub6424]

Hello @adieroxy 

---

@adieroxy wrote:

Hi Ub6424,

1. The policy is only for monitors. I have dead pixel issue in an HP notebook. Also, its a full pixel issue, not dark spot or bright spot.

2. The website is not opening on my laptop, do you have any testing website/ software.

Let me know, thanks for the help!

---

(1) You're right:

Quote: " NOTE: This article does not pertain to display hardware in notebook computers. "

(2) Try different browsers

- Mozilla Firefox

- Microsoft Edge

- Google Chrome

...

(3) You wrote:

@adieroxy wrote:

Hi Community,

I have a dead pixel in the laptop that I recently noticed within a year. I have a 3 year warranty. However, HP support repeatedly keeps saying it as accodental damage on chat even though there is not a single sign of damage (scratch, dent, nothing) and hence not covering it within warranty. Is this the HP quality, providing sub- par quality parts and then refusing to cover it under warranty?

---

What terms and conditions does HP refer to regarding the statement that it is not covered by the warranty ?

Kind regards

[adieroxy]

Tried the eizo monitor test, there is a dead pixel on all different color backdrops like white, red, green, blue. They didn't give any document or online link which says that dead pixel is not covered under warranty and instead stopped the chat. Expected from a brand that gives sub par quality parts will also give sub par quality of customer suppport.

[ub6424]

Hello @adieroxy 

Currently, I cannot contribute anything further to this.

You would have to take a closer look at the warranty conditions. There are different warranty models (Standard, HP Care Pack ...)

Perhaps an HP support agent is reading along and can help you.

Good luck