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Screen Cracked Due to the Hinge, Was Told it Would Be Covered and Now They Are Refusing to He

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Pavilion x360
Microsoft Windows 10 in S Mode

I have had this laptop for 2 weeks.  I opened it up last week and there was a huge crack originating at the left hinge and crawling up the screen.  I did not drop or mishandle the computer.  I chatted with one agent who said it wouldn't be covered by the warranty.  Then spoke with another by phone who tried to say the same thing but when I explained that I didn't do anything to the computer and it looks like the hinge was out of place they agreed to cover it under warranty.  Even convinced me to extend my warranty to 3 years to expedite it for $113.  Well after them having my computer for 3 days they sent me an email today saying it was accidental damage by the customer and it's not covered and if I want it repaired I'll have to pay $625 which is more than the computer cost.  Spoke to another agent today who said she could raise a request to the service center to reconsider but that's all she could do and I'd have to wait to hear from them.  So I asked her to do it.


I've been going through the forums and this is an issue for multiple people.  The same exact issue.  Unless you want a class action lawsuit I would suggest you repair my laptop at no charge to me. There's no other evidence of damage and it has not been dropped or anything, period!  It had barely even been used and this happened after only having it for less than a week.  I've had multiple HP laptops over the years and never encountered this problem.  Your hardware is faulty and caused this.


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@StephanieNelson, Welcome to the HP Support Community!


I understand your concern. I shall escalate this issue to the concerned team.


Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

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I am an HP Employee

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I am having the same problem here. This is my second time with this issue. This definitely is their problem but they refused to be responsible for this. 

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