HP tech support won't fix a broken screen under warranty

[ds1980]

Computer tech support rant:

So I treat my electronics with care. For some odd reason a crack on the touchscreen of my HP Pavilion 360 tablet/laptop combo developed recently. The thing is usable, and the crack is underneath the top layer so there is no finger injury if I touch the screen. But it needs fixed, so I filled out the online form to explain my problem for a warranty fix. I was then advised I can call to followup and do a repair option or e-mail correspond. Okay, fine. No problem. I'll call. I can do some things with the phone on speaker.

One hour and 20 minutes later and three foreign call center reps that clearly weren't from the USA (one answered, one was a tech rep, and then he couldn't do the actual send in and fix situation so I went to a cost and repair rep for figuring out how to get it fixed), and I am flaming mad. First, all three repeated what I wrote and asked questions as if I am lying to them, or didn't know what I did wrong. One had the audacity to ask how I close my laptop. Yes ma'am, I slam it down as hard as I can and throw it against the wall to see what happens and make sure it turns off for the night. (I didn't say that, but may as well have.) I take care of my products.

She said it would cost $270 to fix. Wait, $270? She said because it was a screen issue, it costs money. I said it is under warranty. Hardware is under warranty, not software apparently. But this isn't software, it is a HARD component of the unit. I can't just install and uninstall a touchscreen. Nor am I paying $270 plus shipping when I bought this last May for $350. If I'm paying that much to fix a screen, I may as well buy a new unit that is faster and more up to date.

She said she would escalate it to a supervisor. They weren't available after 6 p.m. ET. I said I work next week, leave home at 6:30 a.m. ET and won't be home until after 6 p.m. ET. I said I have to be called after 6 p.m. ET. I can't take time during the day to discuss my PC issues because if this call took 1h20m, I don't have that time at a brand new job.

So, suddenly, they can call me after 6 p.m. ET. When they do on Monday, if it is a foreigner I will demand a precise, clear-speaking English person. I'm not trying to be racist, so falsely accuse me if you wish, but when it comes to communication, and there is a thick problematic accent because English is not their native language in India or wherever they are from, that is a serious issue. If I can't understand the words coming out of their mouth without having to constantly ask to have something repeated or listen super carefully because if I don't I may miss a word that misconstrues the entire sentence, that's not good enough for me. I've been on both ends of customer service, so speaking to an English person *IS* critical, especially when the situation is bad. I want an American on this one.

Either they fix it for free AND fix it on an ASAP speedy process (because quite frankly, I was insulted with how they treated me and the hold times each time to be asked the same questions and made out to be an abuser of my machine), or I am done with HP/Compaq products after 15 years of loyalty to them. I really don't even expect a call Monday from HP. I doubt anyone calls me.

And for what it's worth, when my ex-wife's HP computer had a hinge break, that was hardware. I could have took pliers and broke it on purpose. But they fixed it no issue. But a screen that clearly wasn't cracked by me (trust me, I could take a hammer to it and make it a spider web crack) isn't covered and isn't hardware? What is it? Touchware a new term? If it's not hardware, I want to know what it is. And I don't care about what the warranty says, if you send out a defective product that doesn't last even eight months (if that), you need to fix it. I did not take a hammer to my screen, I did not slam my PC or throw it against something, and it is in a protective case when I travel, and it is put in a safe location when not in use. In fact, I barely use the touch screen. But yet I am made to feel it is my fault and I have to pay $270?

I'd fix it myself with parts on Amazon but it requires completely dismantling the screen part from the keyboard part and it's a mess and not worth it. I'll just buy a new one somewhere and be done with it. But for a crack I didn't cause -- and if they saw it, they'd know because the crack is underneath and not something I can do on top -- and say $270? Kiss my rear. Fix it for free, or lose my business. And I don't ask for free handouts, but when I'm insulted, and when I type out my issue and am given the Spanish Inquisition each time I talk to someone, as if what I typed was a generic lie, I am deeply offended. I have better things to do with 1h20m of my time on a Saturday than to waste it with HP trying to fix their product issue.

Fifteen years from my first Compaq Presario to several HP Pavilion models of desktops and laptops. Six total I've bought from Windows ME to XP to Vista to Windows 8 (and the free 10 upgrade).  Guess it's done now because HP has dropped the ball, unless they come through with a miracle. 

[ds1980]

Update:

Monday, a lady from Arizona called me about my case before noon. It was escalated, but little notes were provided to her so she was clueless. Nonetheless, she politely asked me to repeat the story. I know the non-descript notes aren't her fault, so I repeated the story very politely to help her out. She then said she'd research it more and get back to me by 6 p.m. ET, but asked for a 5-7 window as if she is stuck on a call or needed to call early she could. I was fine with this two-hour window as working in call centers myself, I understood her plight (and obviously now you know why I was mad at my previous treatment). She called at 6:30 p.m. so she kept her word.

In calling back, she apologized for the fact I typed in information and had to repeat it three additional times. She also apologized that I was asked the same set of additional questions three times and then apologized for the final lady basically accusing me of mistreating my computer. She said foreign call centers can be rude due to their cultures and may not be as warm and understanding as the US call centers.

She also said the lady giving me the price was dead wrong. The price is only IF it is determined that the damage was caused by human accident. If the damage was not done by human accident (i.e. did it on it's own, recall, etc.), it *IS* covered under warranty and fixed for free. She did not guarantee me anything as to what would happen, but she was at least crystal clear and precise on the matter. The box is on its way to send in the PC and should be here Wednesday. I will send it in that night and then we'll see what happens beyond that. If they say it was human accident that caused it, I'll be interested to hear why they think that way, but I'll cross that bridge if/when I come to it.

Bottom line: the foreign call center really messed up bad, and screens are indeed covered under warranty if they break on their own and not by human accident. I called at a normal time during the weekend but probably the holiday weekend made things go overseas is my guess. Regardless, an American is on the case and this will be taken care of properly somehow, someway. And she absolutely nailed everything. Even if it comes back I am stuck paying if I want it fixed, which would leave me to make a decision, at least I will know the situation was reviewed properly rather than someone arbitrarily charge me.

Anyway, time to sit back and wait. I do the auto-backup of data so I am good if they have to do a factory reset for some reason, which is doubtful, but always be safe no matter what.

[ds1980 · Accepted solution]

Well, long story short the PC was fixed under warranty with a new screen and it was only gone for a week or so. Looks like new. They've documented my case several times the overseas call center really dropped the ball badly. They did NOT follow protocol. Even though the American side did not guarantee it would be a warranty fix, they handled it so much better than what it initially was.

Basically if you don't like the answer and you know it's overseas people handling it, find a way to speak to an American. They'll get it done right, and if the answer isn't a good one, well, you know it's legit at the very least since they saw it rather than phone diagnosed it.

[PeerOne]

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@ds1980 wrote:

Well, long story short the PC was fixed under warranty with a new screen and it was only gone for a week or so. Looks like new. They've documented my case several times the overseas call center really dropped the ball badly. They did NOT follow protocol. Even though the American side did not guarantee it would be a warranty fix, they handled it so much better than what it initially was.

Basically if you don't like the answer and you know it's overseas people handling it, find a way to speak to an American. They'll get it done right, and if the answer isn't a good one, well, you know it's legit at the very least since they saw it rather than phone diagnosed it.

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This only is if the laptop is for the Region so that is why they have policies depending on which location you call.  Don't think if you call from India to America US to fix your laptop this will not work.

[ds1980]

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@PeerOne wrote:

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@ds1980 wrote:

Well, long story short the PC was fixed under warranty with a new screen and it was only gone for a week or so. Looks like new. They've documented my case several times the overseas call center really dropped the ball badly. They did NOT follow protocol. Even though the American side did not guarantee it would be a warranty fix, they handled it so much better than what it initially was.

Basically if you don't like the answer and you know it's overseas people handling it, find a way to speak to an American. They'll get it done right, and if the answer isn't a good one, well, you know it's legit at the very least since they saw it rather than phone diagnosed it.

---

This only is if the laptop is for the Region so that is why they have policies depending on which location you call.  Don't think if you call from India to America US to fix your laptop this will not work.

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While I whole-heartedly agree with your response and would side with that as truth, at the same time, in the general sense, I think people would recognize what I meant.

But yeah, I think country should talk to country. And in my case, that's what should have happened to begin with. But all's well that ends well.

[buyers_remorse]

I just got off the phone after over an hour and was sooooo frustrated that I had to google "HP won't fix my laptop screen under warranty because the screen can't be replaced".  I was encouraged to find this post right there at the top. 

I had essentially the same experience, though perhaps not as badly treated.  I was basically told that they would charge me $650 to fix my laptop if the screen had to be replaced.  I too take good care of my devices.  The Spectre I bought at $1350 was a splurge so I got a soft case and put it inside a hard case, which went inside a backpack.  Still, the screen partially failed within three months, apparently due to compression.  It wasn't unusable so, assuming that it could be fixed at any time during the warranty period, I waited a few more months until the semester ended so I could be without it for a while.   

Mine is about to go out to service for repair (with three months left on the 1-year warranty), and I will raise hell if they don't just fix it under warranty.  

At least now (after seeing this post and taking the time to register just to post this because I am so heated right now), I am hopefull.  

Attention HP ... you are saving boat loads of cash hiring over seas customer support ... take a little of that cash and float me a new compuiter if you can't fix mine.  Else I too will NEVER, EVER, EVER purchase ANYTHING from HP EVER again.

Sincerely, 

Buyers_Remorse (System admin, developer, and recommender of hardware to the masses)

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[Archimedes713]

We have the same problem.  HP won't stand behind their product.

Within a month of purchasing an HP Spectre (a rather pricy laptop), the screen developed a vertical crack.  There was no incident related to this crack.  As HP support put it, "screens don't just crack", which when you think about it, is exactly our point.  Under normal use, it should not have cracked, so there must have been a defect.  Maybe it was in the glass, perhaps in the way it was mounted, or maybe it was damaged while being assembled.  For them to blame the end user is ... insulting.  When we called, I wasn't expecting a  hassle, and I certainly wasn't expecting to have to defend my honor. 

To add some perspective, we have a 2 1/2 year old well worn 10" Kindle that has never cracked.  (That is, the screen hasn't cracked.  The case has cracked -- it's been well used, unlike this laptop.)  How is it that HP sells laptops that are ten times more expensive but have inferior glass?       

Currently, HP is not accepting responsibility but is willing to replace the screen for "1/2 price" -- add another $435 to the price.  Should there be any change in their attitude, I will post an update.  

[RaffySonata]

I have the same issue, in my case the hinge was broken that it pushes the LCD out of the frame and make a crack on the edge near the hinge. This happen suddenly when i open the laptop normally and the one of the two hinge got stuck and force the screen out of the cover and create a small crack. The crack is small at the edge of the screen and the touch screen is still operateble. I have the same laptop the Pavillion x360, and i go to the service center in Indonesia where i want to claim the warranty, However, they said that any phisical damage is not covered by the warranty. I tried to argue it many times because the screen broke due to the hinge that suddently stuck and crack open the LCD, the laptop has not been dropped or hitted by anything, however they still firmly tells me that the screen is not covered. They argued that the warranty become void because i forced to open the screen to 360 degree angle. BUT THIS LAPTOP IS SUPPOSED TO BE OPEN TO 360 DEGREES and inthis case i can't close it back due to the screen has already popped out of the back cover. They told me that they can replace the back cover and the hinge with the warranty but not the screen. I argue that the screen's broken because there's a problem with the defective hinge but its uselss. 

Because i urgently need the laptop so i go along and just fix the hinge and the cover. After a few days i collected my laptop only to finds out that the crack has widen and has completely disabled the touch screen entirely, and the LCD still pops out of the cover so i can't fully close the laptop. I return it back to the service center to demand for an explanation. They admitted that the crack has widen but they argue that they has warned me before that the screen at this stage is fragile and easily damaged. However i was led to believe that the screen can get worsen when i used it not when because of the service process. In this stage i got desperate because i need the laptop in just a week from now to overseas so after argueing they still can't cover the screen with the warranty. So in desperate measure i paid full the $350 price tags for the screen with a promise that it can be done in a week (after they've checked their stock in the warehouse and said its available). 

It's been 3 days since i've paid the LCD and so i checked about the progress. And they said that it turns out that the part is not available so they have to order the part from Singapore and it would take around 14 business days to arrive. No i am left with the situation that i already paid $350 that i still argue that i wasn't suppose to pay, and also i have no laptop until my departure in less than a week. 

[danny-r]

@RaffySonata

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 (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.

[MikeyDs]

I had a similar experience- talking to an agent and then her supervisor, in India. I explained to both agents that they did not understand the concept of a manufacturer's warranty. HP had guaranteed me that the screen would NOT crack from normal wear & tear, BUT IF it did, that's where the warranty comes in. The warranty is there just in case what they said won't happen, does happen.

I explained that after 5 months of use, one day I put my thumb inbetween and my 1st finger on top and pressed the screen, to open (the same way I always had). The screen cracked do to the 'normal wear and tear"-esque pressure of my 2 fingers. This better be covered by manufacturer's warranty! That is exactly why it is covered- BECAUSE it shouldn't have happened, but it did. Otherwise the manufacture's warranty from HP is just words!

Can you please give me the phone number for the U.S. HP warranty support call center? Thanks!