HP Envy x360 13.3 Cracked Screen

[Terri1972]

Good evening, I am writing to inquire about what exactly my options are for repair as I have been unable to find a way to contact H.P. about this problem directly. After spending around an hour attempting to maneuverer the HP websites labyrinthian set of dead links and support options I was unable to find an email to inquire about this issue and since all the phone options required me to pay this was the only remaining option.  Due to this, I am not quite sure if this is the correct place to ask this and if it is not I apologize I am simply out of other available options.

I purchased the 13.3 inch version of the HP Spectre x360 all the way back in February of 2022. After about a year of use my rather chunky cat decided to take a nap on the laptop while it was closed on the desk of my home office and when I opened it up the screen was cracked. At the time it was already out of warranty so I decided to inquire about getting it repaired.  After calling around to various certified repair shops in my area I was informed by all of them that they were unable to properly source the correct screen and thus unfortunately were not able to perform the needed repairs.

At that time, the laptop was still relatively new and I understood that the retail supply chain for electronics was still recovering from the effects of the global pandemic so I figured that the issue would be solved in due time as supply increased. I decided that because the laptop was mostly for personal home use I would simply purchase a secondary display off Amazon to use while I waited for the screen parts to become available to repair shops as part production resumed and newer models of HP laptops were produced which no longer utilized the limited supply of that particular part.

Due to a recent change in employment I have recently began needing to carry my laptop with my on the go and this fact along with the many issues I have had with trying to get the secondary display to be properly detected by the laptop have transformed the cracked screen issue from a mild inconvenience into something that makes the laptop nearly impossible to utilize in my daily activities. It has been over a year since I originally attempted to repair the laptop so this week I figured that I had waited long enough and once again attempted to contact HP to inquire about possibly repairing the product. After talking to the virtual assistant and plugging in the laptops product information on the HP website I was given a list of qualified service partners to contact about possible repairs.

I contacted several of the listed locations such and every one of them from Micro Center to Best Buy informed me that in order for them to purchase the part from HP it would cost around 700$ and that isn't even counting the repair cost for time and labor. Even though it has been a year I was still expecting to spend a fair bit of money on the repair as I know how expensive newer electronics can be. But at the price quoted I would be paying around 75% of what I paid for the entire laptop just to replace a single part. I wanted to know if there is any other way to possibly repair the device without shelling out over 700$ for a screen replacement? I spent a long time browsing the HP support website and saw the various care packages for accidental device damage protection and was wondering if I could purchase one of those programs and get the screen repaired? If that is something I am unable to do is there another way to request a repair through HP directly at a cheaper price? I am hesitant to spend money on an HP tech support plan just to call a phone number when I don't even know if they will be able to help with my problem. This leaves the community forums as the last place for me to inquire about this issue so I'm posting this here in hopes of getting a reply.

If there is no way to repair the screen for my device for under the quoted $700.00+ amount then please let me know and I will gladly sell the laptop for parts and purchase a non HP model. For the amount of money it would cost to repair the screen on that laptop I could buy a brand new laptop from a myriad of other brands which has better specifications and probably still have money left over.  After spending nearly 1,200$ on the laptop back in February of 2022 I would have expected to at least be able to purchase a replacement part that did not cost me over half the original price of the product. I understand that such a price may be of no issue to many people and most businesses but I am a regular working class mother of two and therefore I can't justify to myself spending so much when I consider the other options.

I sincerely apologize if this image comes off as rude or snarky to whoever reads it. I understand that many of you here are volunteers which have no control over such matters and even the actual HP employees responsible for responding to these posts likely have zero say over anything having to do with repair pricing or availability of parts. I am simply exasperated after spending so long trying to fix a simple laptop screen only to be given an insane repair cost while being completely unable to locate an email or phone number to contact anyone about the issue.

Thank you for taking the time to read this and reply to my issue, I truly appreciate it.

All the best,

- Terri Jensen

[Gaya1239]

Hi @Terri1972 ,

Welcome to the HP Support Community

I understand your frustration and concern regarding the repair of your HP Spectre x360 laptop. Dealing with a cracked screen can indeed be a significant inconvenience, especially when faced with high repair costs.

I am sorry to hear that Repair needs to be set up  This needs one-on-one interaction hence I'm sending a private message to assist you with the next action.  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I am an HP Employee!