cracked screen on spectre x360

[SolidSonicTH]

This will accomplish nothing. HP treats screen cracks as user error.

[CrackedSpectre]

Just an update on my situation. I decided to hold off on the repair because of the unjust service fee. In the meanwhile, I have kept my laptop on my desk for use as a desktop to prevent further damage. Lo and behold, without moving the laptop around or putting any pressure stress on it, the crack grew! It now runs across from top right to bottom right side and is affecting the mouse cursor and touchscreen. I noticed because today I was typing an email and my mouse cursor started blinking and acting funny. I couldn't figure out why until I noticed a larger hairline crack across the screen! 

I'm talking to another support rep. Out of nowhere he asked if my HP Spectre heats up. I said yes and that I often have to place it on a desk because it runs too hot for my lap. He said, "Correct so thats the reason we called it notebook not laptop". Umm? I didn't know that's what differentiated a notebook from a laptop.

Now this rep is referring me to the Best Buy location from which the device was purchased. According to him, I need to have it serviced at that Geeksquad before contacting HP? Interesting.

[rgauthier]

I just received a call from Patrick of HP regarding my HP Spectre I have sent for repair at HP service for a crack in the screen that appears spontanously.  The computer was sent on September 13, 2016 and now, not only they told me that the damage was induced by me, which is not true, but Patrick informed me that HP does not have the replacement part and that HP will not be able to perform the repair.  I have asked them, to keep the computer until they receive the replacement part and he told me that it is impossible and refuse to repair the computer even if I agreed to pay for the repair.  The only other alternative I was offer is to send it to recycling.

Basicaly, HP is telling me "go f*** yourself" and is returning me the defective machine. 

This company is **bleep**.

[BigMajk]

Hello Everyone.

I have a question.

I'm keen t to buy Spectre Pro x360 G2.

Does this problem  "radomly breaking screen" affect to G2 .

Maybe they repair it in series G2 ?

[SolidSonicTH]

I'm not keen on recommending HP products in general anymore but I'd definitely say spring for an accidental damage plan if you want to get a Spectre x360. The materials they make them out of are questionable.

Otherwise go with a Dell Inspiron 13.

[rgauthier]

Furthermore, please note that even if you have subscribed to be covered for accidental damages, if HP tells you that the replacement part is not available for months and returns back the computer without repairing it, as they did in my situation, you will not be in a better position.

[Lawyermomma]

I am having the same issue.  I have the 4k screen and love it, but the screen cracked spontaneously an spread.  I've lost the touchscreen and have the random hotspots.   The screen cracked within 3 months of purchase, and I was told by HP support that it wasn't covered.  It clearly is defective in its design.  I've put off having it repaired, as it is expensive, and I've been seeing if I can use the laptop as it is.  But I paid a lot of money for a "premium" convertible laptop with an upgraded screen that is no longer "premium" in any sense.  

It's an otherwise nice computer, but the screen issue shouldn't have happened.  I want to get it repaired.  HP, if you're listening in, how can you help me out?  but please, not by having me send in my laptop only to be told there are no parts, or the parts will take a long time (or any time really) to be available.  A credit to have Best Buy repair it for me would be good. 

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[danny-r]

@Lawyermomma

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.

Thank you for visiting the HP Support Forum.

[belayeratc]

You mentioned the issue with hotspots and the touchscreen, I am having the same issue. I found that if you go to Device Manager, then to Human Interface Devices and click the drop-down, then right-click HID-Compliant Touchscreen you can disable it so you can use the computer.

[shane_metzler]

You guys can add me to this long list of people with a cracked Spectre x360 screen.   I have the 4K version and the crack started at the hole to the right of the camera.  The crack has spread to the top of the laptop and now down my screen.  I have only had the laptop for approximately 2 months and this is absurd.  I own my company and this is my work laptop.  I am very careful with all of my devices and I know this is a defect.  Please advise on what you all have figured out.

Thank you,

Shane Metzler

President
Brainstorm Innovative Technologies, LLC.