cracked screen on spectre x360

[JasonNeo]

I just opened up my Spectre x360 and found my screen cracked as well.

I'm horrified as I'm so careful with my technology that everyone in my life is always amazed at how long it lasts me.  I ususally have a laptop for many years and it still looks perfect when I'm finished with it.  I didn't jar or drop, squeeze or otherwise jack the machine. 

From reading about how common this issue has become, I'm definitely hoping that HP will do the right thing here.

[Dall]

Apparently the screen is extreme fragile to compression. I noticed the imprint of keys on the led side. Mine is returned for repair to HP. I kept mine in a case in a padded bag. It had cracked glass on opening after being stored a couple weeks. I don't know how to protect this from normal use except get a cumbersome very hard case and never put the power, ext. drives etc. in the same case. Never compress the screen lid in any way. Not fun.

[rschuerer]

Just opened my X360 and noticed a crack on the screen. Touch is no longer working on this side of the screen.

It was okay yesterday when I used it the last time. Was completely surprised by this as it was all the time safely stored in a notebook bag. Now finding this thread at least I know I'm not the only one with this problem.

[Dall]

HP has demanded $375 to fix the too-fragile design with a replacement screen. I pay under protest and duress. Carefully as I treated it, I was amazed and shocked to pull it from the case and find the screen had cracked somehow. With normal use and no abuse. I am rethinking my HP purchase. I recall no warnings about this risk. They supplied the flimsiest bag for it. But this touchscreen cannot survive the least normal compression, such as packing the powercord with the computer. Bad design.

[Grobbs]

Same issue here.

Bought 2 Spectre 360s  3 months ago. 

Screen cracked on one of them whilst overnight on desk.

Laptop not been dropped of had anything heavy on it.

I lift the screen from the top left hand corner and its not stiff enough to stop the screen flexing slightly and I thinkthat

it stresses it and it fatigues and cracks, probably when the lid is put down and the glass heats up slightly from the

heat of the base unit.

Customer service refusing to repair under warranty - received quote for £255 for repair which I wont be taking up.

For those of you getting similar response if would suggest filing in the small claims court for full refund as product needs to be fit for purpose and a laptop screen that cracks after 3 months under normal usage is clearly not fit for purpose.

Search on google for "Small claims court forms" - its pretty easy and not expensive

Pity as I have spent over £7k on HP PCs/Laptops in last few months but this will will be my last HP purchases

Having worked for HP for many years (when they were renowned for customer service) I know they can do better...

Caveat emptor.....

[bschramm]

Add me to the list as well. Had the laptop for maybe 2 months and it has yet to leave the house. Opened it a couple of days ago and the screen is cracked on the top near whatever sensor is left of the camera. On the phone with CS now and from reading this doesnt look like much will happen. Definitely unexceptable for a "top end" product advertised like this. Will not buy another HP again if this isnt addressed. This is why their stock is falling 

[RADotNet]

Another one.

Always stored safely but still ended up being robbed of £200+.
I can't believe a company this large is afraid to admit a glaring design fault.
I am scared to even open it now. Wish I had joined my peers and got a Surface.

Please continue to post on here. Your evidence may help others in the small claims courts.

[Grobbs]

Let me share with you the less than useful second response from HP Support, I recieved today.....

I wouldnt have wasted a week and sent photographs to tell me I have a cracked screen ! - FFS

For those of you in UK in a similar sitaution, I would suggest going through the Resolver process  www dot resolver dot co dot uk and filing a formal complaint to HP.

That way if you ultimately need to make a claim in the small claims court you can demonstrate (and have documented) that you have engaged with HP to try to resolve the the dispute in a structured manner and it has been escalated to the senior management in HP and they have had an opportunity to put matters right.

I would also take at look the Which? site which has a useful template letter for making a claim under the Sale of Goods Act (will also try to post below)

____________________________________________________________________

Dear,

Thank you for your email and image.

After speaking to our head technician in regards to this, he has confirmed that this is a cracked screen.

Unfortunately the warranty does not cover this and it would be a chargeable service.

If you would like for one of our agents to contact you in regards to a pricing , please let me know.

I apologise for any inconvenience caused.

If you would like to discuss this further with one of our team please call us on 0207 660 0596 for UK customers or 01 533 9808 for Ireland. We are available Monday – Friday, 8.30am – 6.00pm.

Kind Regards,

HP Support

[Your address]

[Company/ supplier address]

Dear

[Reference: contract number]

On [date] I [bought/placed an order for] a [item], received it on [date]. I have discovered that the [item] has the following problem: [add details]

The Consumer Rights Act makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. 

As you are in breach of contract I am entitled to have the [item] [repaired/replaced] and I would request that you confirm that you will do this within the next seven days.

I also require you to confirm whether you will arrange for the [item] to be collected or will reimburse me for the cost of returning it.

I look forward to receiving your satisfactory proposals for settlement of my claim within seven days of the date of this letter.

Yours faithfully,

[Your name here]

________________________________________________________________________________________________

[steven-heath]

What is going on with these 'not cheap' laptops?

Mine is now cracked in the bottom right, like so many others before mine, under various subject headings.

I travel with a specially purchased and not cheap padded samsonite laptop backpack.

It cannot be a coincidence that so many people are having the exact same problem.

Now I don't know what to do - I am in India - but at least the laptop is working, albeit not with touch screen anymore and the pointer gets a bit dodgy from time to time.

Over to you HP, demonstrate excellent customer service.

Steven

,

[kevin-t]

@steven-heath

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).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

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