SPECTRE SCREEN BURN IN

[ANAY1999]

I purchased HP Spectre x360 - 15-df1033dx. Now the purchase was made in November 2019 in USA. I got the laptop in india on December 2019. 

Recently during online classes i noticed a peculiar issue. I had a hard time explaining it however later on finally I got the right term which is screen burn ins.

On 16th of July I called the Indian hp customer care for support and initially the technician after checking with the product number and serial number said I will only have to provide the bill receipt as proof of purchase and THEY WILL PROVIDE SUPPORT FOR THIS MODEL IN INDIA.

The engineer understood the issue and asked me to perform a recovery as sometimes problems are caused due to software and if display is fine then he would have issues with authority later on even did that still my issue has not been resolved so on Monday 27th of July he places an order for display replacement. In the evening i get a call to confirm that I have this issue on my device. Today is Friday 31st of July i called customer care as the part was suppose to take 2-3 days to be delivered they said they are looking into it and now in the evening the technicians boss emails me that currently we cannot support this product in India as this model is not available over here. 

I would say that HP as a company is really playing with customers as in how can you say that you provide global warranty and on the other hand intentionally change the product codes letters or numbers to justify that it is a different model. 

When I called for my complaint at that time the same laptop was available on Indian Hp site with same configuration infact the only difference was that the one available in India was a 9th gen Intel core i7 and mine is 10th gen Intel core i7. 

Currently they have laptops on the site and all 15 inch models have same display configuration like my device so if i purchased that laptop from India and then the screen burn in issue occurred then will they say that sorry we cannot provide support and if they would then why not use that display to be placed in this device.

What is the point of giving global warranty when such is the games you are playing with customers.

Reference my Case ID is 5050567376.

Also what is the point of premium models when such issues are being brought forward to us. This is really a very bad situation for me cause even the Indian service team wasted one more month and I am now in a dilemma plus in the COVID-19 pandemic situation I cannot really understand how to get out of the situation and again this is mere politics as you just change the model number to justify that the product is not supported. However it would be really grateful if HP USA support communicates with HP India support and ask the India support team to help me out in this matter. 

I even do not understand that should i opt for Hp care pack after seeing such display of service. I upgraded from my old Hp laptop to a spectre as the love i had for their craftsmanship but now i am deeply hurt by such actions.

NOTE this earlier the technician in India assured me that support would be provided and an Engineer will come to my house and help me out. Now surprisingly they cannot help me does that sound weird. Also because of the format and issues my online submissions are pending so I am having a really tough time if something better is done then would be grateful. If not for the sake of your customer then at least for the sake of the times of pandemic try to understand my issue. I just see my warranty period running out. While the company is notified about their product defect and all they do is take advantage of location differences.

[asmita6658]

Hi @ANAY1999

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[PaulDee]

I am having this same problem with my HP Spectre x360 Convertible 15-ch0xx.

I have 7 months left on my warranty and would like this resolved, is this a known issue as I have seen quite a few posts about screen burn?

Thanks. 

Paul

[sarfa]

HP warranty is only warranty in name they only can provide software support.

Please the webpage ' https://support.hp.com/in-en/document/c05805564#:~:text=When%20damage%20to%20your%20computer,a%20non... please read it carefully then you will understand what I'am taking about.

When it comes to pricy replacement they easily say that ' this issue not covered in warranty, you have to pay the replacement price'.