Vertical Lines on my HP Spectre x360 Convertible 15-ch0xx

[balboah]

Hi all,

Recently, vertical lines started appearing on my Spectre x360 Convertible 15-ch0xx which abruptly got worse over the past few days. Those lines seem to be most noticeable when a light window (such as a browser) projects on top of a black background. They seem to follow the lighter window outline (ghosting windows, see attached picture) but are not as dramatic as in this post e.g. (https://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/HP-Spectre-x360-Display-Issues/td-p/519014...)

I do not see them on an external screen connected via HDMI. The stripes are consistent across the two operating systems (Windows, Linux)

Operating system: Windows 10, Debian 10

Product Number: 2lV24UA#ABA

Purchased: 11/2018

2 questions I have now:

1. This issue seems to have been reported several times across the forum and echoed by many people in the community. Is this a known faulty hardware issue and if so is HP covering exchange of the affected hardware?  (see links below)

2. I have been trying to contact support, however, given that my warranty is expired the chat bot just refers me over here and the contact HP tab on the homepage either does the same thing or refers me to some 3rd party local vendors. How can I get in touch with a human being to discuss the problem?

Thanks a lot for your help!

Best,

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Vertical-lines-on-display/td-p/714385...

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Hp-spectre-360-screen-has-vertical-li...

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Vertical-lines-on-screen-of-my-laptop...

https://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/HP-Spectre-x360-Display-Issues/td-p/519014...

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Screen-has-started-ghosting-windows/t...

[Echo_Lake]

@balboah 
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). 

Thank you for visiting the HP Support Community.

[balboah]

Thank you for the reply. I received an (automated?) message which I attached below. Waiting to hear back, will update this post on the progress I'm making and if there's a solution to the screen line/ghosting issue.

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Hello,

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Thank you for contacting HP. Apologies for the frustration you are having. I am happy to assist.

I would like some additional information so I can research this issue and determine the best way to assist you over social media.

- Customer First and Last Name: 

- Country: 

- Serial Number: 

- Product Name: 

- Case Number(s):

For details on how to locate your product serial number, click the following HP link: http://hp.care/2gsY4SC

Regards,

GeorgeSoMe

-HP Social Media Support

I am an HP Employee

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[balboah]

The response I just got through PM:

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Thank you for your response, xxx. As your computer is 133 days out of warranty, our options to assist are very limited at this time. Your best option is to reach out to a local computer repair center to see if they may assist you, or visit www.support.hp.com for more options.

Regards,

GeorgeSoMe

-HP Social Media Support

I am an HP Employee

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This is quite disappointing - once the warranty is expired HP won't care about support for their customers anymore, it seems. I have no problem paying for the repair, but not even being able to send in a computer for repair to the company that manufactured it simply sounds like bad customer service.

Will keep you posted about the "very limited" options I have.

[balboah]

Hi all,

I received instructions to contact the customer support hotline to discuss my issue further. In regards to this being a known hardware issue, I was referred to the hotline as well. Will keep posting info as I get it.

Cheers,

B

[balboah]

Does anyone know if reconnecting their monitor cable helps? Ie opening the laptop and reconnecting the ribbon cable. Any success stories out there?