Groove in the display caused by the edge of the keyboard

[Strongo]

Hi, I have a problem with my HP Pavilion 14-ce0000nc. The problem is that my LCD display is damaged (there is a groove 6cm from the top of the display and it goes almost all the way across). It is caused by the edge where the lowered keyboard is coming up to the touchpad. My local support told me that any LCD mechanical damage is not covered under the warranty. I would like to know if it is true because I do not think that I did anything wrong. The laptop was at home most of the time and when I was transporting it I used a sleeve to move it around. Thank you

EDIT 1: for some reason on some devices pictures weren't showing up so here is the link to them:

https://photos.app.goo.gl/aEr5A58A2AYhZ9zX9

[Echo_Lake]

@Strongo
Thank you for posting on the HP Support Community.

I understand you are in need of support, As its a hardware failure, I would request you to contact our Support and our Support Engineers should be able to check the available service options for your laptop.

HP Support can be reached by clicking on the following link:

• Click on this link – www.hp.com/contacthp/
• Select the product type.
• Enter the serial number of your device or select let HP detect your product option.
• Select the country from the drop-down.
• You should see the HP support number or Chat option listed

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Strongo]

@Echo_Lake

Hello,

the problem is that I already contacted almost every person I could. Now I am in stage where I am waiting for a response from my local support (which earlier told me that I am in wrong and there is no way that LCD damage is under warranty). I also tried to contact my service center in which my laptop is now and they told me almost the same thing as HP support. The only person who helped me in some way was your support on Twitter which was willing to help me and send a message to my local support but no response has come.

I actually do not know what to do now because my laptop is in the service center who wants me to pay about 140 euro for repair and my local support does not show any kind of understanding for this situation.

I read almost all of the official instructions and I have not violated any of them (the service center told me that when I was transporting my notebook (which I wasn't, it was a stationary notebook with the monitor hooked up) I should have used fabric between keyboard and display - I did not find that in any documentation only thing I found was "Remove the packing material from between the keyboard and display when you first take the notebook out of its box." and "Close the notebook, with nothing in between the lid and the keyboard, prior to carrying it.").

Also, I am kind of running out of time because the service center can only hold my laptop until Monday 25.2.2019 and after that, they will either charge me 140 euro for repair or charge me for diagnosis and transport.

Thank you in advance for any additional advice

[Echo_Lake]

@Strongo
I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.

Have a nice day ahead.

[Strongo]

@Echo_Lake

I think you missed the point. I have resolved nothing. I do not know if I am in right or not and my local support does not seem to help me.

Only thing I need to know is if I am in right for warranty repair if my LCD panel is damaged by the edge of the keyboard (service center acknowledged that the damage is done by edge of the keyboard but said that my warranty (I do not have ADP warranty, I have only standard warranty) does not include LCD damage in any way even if it is not caused by me)).

Thank you

[Echo_Lake]

@Strongo

The HP Accidental Damage Protection protects you from accidents that not covered by a standard warranty.
However, when the computer is shipped to HP service centre, the display will be completely diagnosed if it's not covered under factory warranty repair cost will be applicable.  

Hope this helps! Keep me posted for further assistance.

[CCoder]

I have the same problem. My model is HP Pavilion Gaming cx-0141tx. I have almost the same kind of scratch. 

The company has to do something about it.

[rick-s]

@CCoder

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information such as serial numbers and case details.

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