Unresolved Internal Display Issue - Warranty Claim Denied Despite Clear Evidence of Internal Fault

[Sakshi_Rai]

I'm reaching out here in hopes of finding a resolution to a frustrating issue with my HP laptop's display. My laptop, which is still under an extended warranty, has developed a noticeable defect—a 3cm thick line inside the screen that is particularly visible on dark backgrounds. Importantly, the screen itself is completely scratch-free, and there is no external damage whatsoever.

Given the nature of the issue, it is clear to me that this is an internal hardware fault. However, when I submitted a warranty claim, HP support denied it, claiming that the issue must be due to external damage. This judgment was made based on a few snapshots I provided, but I firmly believe that it is impossible to accurately diagnose the root cause of this issue from photographs alone.

It is deeply concerning that HP support would make such a conclusion without a thorough investigation, especially considering that this issue is internal. I have always trusted HP for their quality and support, but this experience has been disappointing. Despite my efforts to explain the situation, my request was dismissed without proper consideration.

I have been asked to send an expectation mail, which I am in the process of doing. However, I wanted to share my experience here to see if anyone else has faced similar issues or has advice on how to escalate this matter. I believe that HP should take responsibility for this internal defect and honor the warranty that is still in effect.

I appreciate any feedback or guidance from the community.

[Dragon-Fur]

@Sakshi_Rai 

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[Raj_05]

Hi @Sakshi_Rai,

Welcome to the HP support community.

Please help us with your HP unit serial number and Case ID (If any) or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Alden4

HP Support