Faulty LCD Panel or Cable on HP Envy X360 Convertible

[Julesann]

I bought my HP Envy x360 convertible laptop just over a year ago and it has recently developed a fault with the screen flickering. It started with the screen occasionally going white but after several restarts it would eventually come on. When the screen began to constantly flicker I decided to contact HP to hopefully get the fault repaired through the HP Service Pack I had purchased. Unfortunately HP refused to repair the device suggesting it was customer Induced Damage which it certainly was not. I am a HP warranty certified engineer so capable of repairing the laptop myself but unable to get any of the parts. I obtained the part numbers for the LCD Panel and the cable from the Hardware Maintenance Manual  but seems unable to purchase them on HP's website or anywhere in the UK, Can anyone advise where these parts can be obtained as well as the stretch adhesive strips. I have tried on 3 separate occasions to contact HP regarding this but each time I have been referred to the HP Support Team in my area and then heard nothing. 

[praveenbv]

Hi@Julesann,

Welcome to the HP Support Community.  

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue, and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now,

As this is a hardware issue, I'd suggest youContact HPin your region regarding the service options for your computer. 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.   

Have a great day!  

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

[Julesann]

Thank you for your reply. My laptop has already been sent to HP in my area for service and was under warranty at the time plus I also have Care Pack which is valid for 3 years. The HP engineer claimed the fault was customer induced damage and wanted to charge me for the repair. Hence I feel the Care Pack is not worth while. The fault is not customer induced but I have been going round in circles with this issue trying to get the laptop repaired without having to spend nearly £400. I am capable of performing the repair as I am a Computer engineer and HP certified but unfortunately I cannot obtain the parts. I would like to be able to at least investigate the issue but cannot obtain the stretch release strips to reattach the screen. If anyone can advise where these can be purchased it would be appreciated. 

[praveenbv]

Hi@Julesann,

You may order the replacement parts on the HP Parts Store, use the HP Parts Surfer to find the part number and If you've already looked for it and couldn't find it on the HP Parts Store, you may want to get it locally at the online store such as Amazon or eBay, etc...as the part numbers are universal. 

  

Alternatively, I suggest you talk to HP support and discuss your options, follow the below steps to get started: 

  

1) Click on this link. 

2) Click on Sign-in or select the product using the below step: 

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Click on "Show Options". Fill the web-form, to populate a case number and phone number for yourself! 

  

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, here's how private messages work: Click here for details.