Keyboards marks visible over turned on screen

[TommyR2D2]

Hi! I recently switched from my older work laptop to this HP laptop (15-ef2729wm - 6N090UA) I purchased on Black Friday last year and has been sitting on the shelf for a year until now as a replacement.

It seems to be experiencing the same problem as described here:

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Keyboards-marks-visible-over-light-ba...

Warranty expired last month, so the HP support does not give me an option to open a repair ticket. I would not mind paying for a repair if I would get a quote, or purchase extended warranty, but I would like to ask the HP Support if this would be covered if I do so.

No other issues with the unit (I know there is no way to prove this, but it has been literally sitting in the original box until now, as I had it as a replacement unit for when my old laptop would fail, which just happened).

I can live with the marks, but as this seems to be a very frequent issue of this unit and these TN screens, just asking what could be done about it.

Thank you.

Best regards.

[Rachel571]

Hi @TommyR2D2,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Looks like we can check for the repair options.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[TommyR2D2]

Hi Rachel.

Thank you for your reply.

Should I contact local service centers, or do I have to pay for the HP phone support subscription?

I tried the virtual agent, it sends me through a loop of options but never lets me to write to HP what the problem is, that is why I opened a post here.

I would just like to write/speak with a human to give me an estimate of cost to repair or if this would be under extended warranty if purchased. I attach a picture of the screen, but there are over 10 threads of users with the same problem (basically small imprint from keyboard on the screen, especially visible over white background, probably by manufacturer error of the keyboard being too high and contacting with the screen), so I thought maybe this is something known.

I am so sorry, maybe I haven’t figured out how to contact HP (I do not see any in the contact page where I could email customer support)

Thank you.

Best regards.