Dead pixel uneven line on brand new lapto screen

[Yashodhan1402]

Bought a consumer laptop HP Notebook 15db1061au Product 8VY90PA on August 22, 2020 and found that it has a small line of uneven dead pixels on the extreme right side which were concealed in Windows 10 umbrella wallpaper. Retailer and i noticed the pixels when we opened word pad i.e. in white background only.

I immediately sought for a remedy over HP Whatsapp Technical support team asked me to upload pics and videos. Expecting a consumer friendly resolution I was shocked to see the reply received on mail from HP as below-

Issue Reported  Dead Pixel On The Display

   Case Number  5052759959

   In our previous response, we had requested you to (suggest steps requested in the previous mail) with the issue that you are experiencing with the HP XXXX PC.

As your case was raised to our higher level team so they have replied as below,

These wide-area dark spot pixel defects are typically caused by a sharp object hitting the screen.

Hence not covered in warranty.

As it wasnt a case of physical damage I went to a HP Service Center and requested them for a physical inspection of the screen where they agreed that they could not see any physical damage on the surface and it appears that its a case of manufacturing defect hence I shall be issued a new laptop under DOA policy.

Now, HP gave me another shock as the service center executive called me and told that they cannot approve DOA as my case was reviewed previously by Whatsapp technical support team who had rejected my claim.

Service Center executive has also informed me that since they are convinced with my claim as on physical inspection the screen seems to have manufacturing defect they will replace my laptops screen under warranty

Now I sincerely request to higher formation to clarify if a laptops screen can be repaired under warranty on physical inspection why they cannot issue DOA and replace the defective laptop with a new one? Replacement of screen is definitely going to affect the hinges and why should a consumer be forced to accept a defective product at all?

Sincerely requesting for approval and issuance of  DOA instead of repair.

[Yashodhan1402]

[Riddle_Decipher]

@Yashodhan1402 I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

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