cracked screen on spectre x360

[jomiv]

(I'm new forgive me)

Add one more to that list... On a computer I won in a contest less than 2 weeks ago.. (Ironic part is that I won it due with working on contract WITH HP THEMSELVES.. I HOPE they are listening because I SOLD their products and ONLY their products to get this laptop) anyways... Mine broke when it was inside it's case. Happened to be on the top part of mine and it does effect the touch screen capability. I will turn off the Touch screen and hopefully it'll make this issue more bearable. 

It's unfortunate to see that this is still an ongoing issue one YEAR after this post was made. There is obviously a design issue and HP is refusing to reconize that there is such an issue going on. If anyone would like to give me some advice as to how to go about this please let me know. It will be greatly appreciated..

Thank you.

[CrackedSpectre]

Hi all,

I'm just giving an update on what ended up happening in my situation and to share answers to some questions I had asked my case manager (and hopefully shed some light to questions other users like us have)

Backstory: The screen of my HP Spectre x360 had randomly cracked through normal use (no dropping or hitting). One night I was working on my laptop at a desk, closed the lid, went to sleep, then opened the lid in the following morning to find a crack running along the right side of the screen. I spoke with Ankur, an HP Representative on the online chat support, who instructed me to take my laptop to GeekSquad for repair  and that it would be covered under warranty. He even sent me a follow-up email with details on how to set up an appointment with GeekSquad. So I brought my spectre to GeekSquad, and they sent it to their repair center. A week later, the GeekSquad repair center quoted me $400+ for repair and stated that screen damages are not under HP warranty. I declined the repair and had a store agent send a transcript of my chat with Ankur to the GeekSquad repair center. Even with this proof, the laptop was not repaired and it was sent back to my local GeekSquad. 

I received my unrepaired laptop back from GeekSquad last Wednesday 10/19. However, the laptop was damaged sometime during the shipping process, and so GeekSquad replaced my HP Spectre with a brand new one. So, by grace or luck, I now have a fully functioning laptop once again. The universe works in mysterious ways. 

Now, I have been in contact with a case manager recently because of these forums. While my laptop case is "closed" because of the replacement, I still wanted to ask a few questions for peace of mind. Hopefully these responses will answer some questions others out there have.

1. What is HP doing with all these cases of HP Spectre x360 screens spontaneously cracking (as shown in HP support forums)?
I can definetly understand your concerns. Please keep in mind with any product, you can search for a specific issue for that product and be able to find numerous issues. Most consumers post more about the bad than the good with their electronics.  When these issues are brought to our attention, we at HP do our very best to handle each case accordingly.

2. And since this is affecting so many users, why isn't HP issuing a recall or at least covering cracked
screens under warranty?
In most cases the creaked screen can be covered under warranty but it does depend on the exact circumstances of how the unit got cracked. If there is an indication of customer induced damage this is not something that the warranty would cover. For example, if a unit was dropped resulting in a cracked screen, this is not a fault of the product and therefor not covered.

3. If an HP representative says that a repair would be covered, then why wouldn't HP follow through with that promise?
Please keep in mind if a HP representative advises that a unit will be covered and a consumer goes through an alternate repair facility, HP cannot speak for the alternate repair facility.  When it is advised that it will be covered, we as HP are stating that it would be covered through our direct repair facilities.

So... one of my takeaways is that if your screen randomly breaks, and a HP Representative instructs you via chat and a follow-up email to take it to GeekSquad because they will repair it under warranty, DO NOT BRING YOUR LAPTOP TO GEEKSQUAD! It won't be covered. Another takeaway is that I'm not sure if HP Reps entirely know for sure their policy on cracked screens. Most of us here are being told by our respective HP contacts that a cracked screen is not under warranty, but this response from my case manager says that "in most cases the cracked screen can be covered under warranty" as long as it's not customer-induced damaged. 

Hopefully this helps.

[shane_metzler]

After calling HP support I was told all cracks in the digitizer are the results from abuse.  I explained that the laptop sits on my desk and has very been abused however the support person told me it would cost $350 to $380 to repair!  I explained this laptop is only 2.5 months old and not abused.  When I asked for her supervisor, I was told he was busy.  This is absolutely absurd. 

I wish someone from HP would actually look into this issue.  After spending so much money on this laptop and getting the above response, I will not recommend HP to any of my customers and my company will no longer purchase anything from HP.

Shane Metzler
President
Brainstorm Innovative Technologies

[shane_metzler]

After calling HP support I was told all cracks in the digitizer are the results from abuse.  I explained that the laptop sits on my desk and has very been abused however the support person told me it would cost $350 to $380 to repair!  I explained this laptop is only 2.5 months old and not abused.  When I asked for her supervisor, I was told he was busy.  This is absolutely absurd. 

I wish someone from HP would actually look into this issue.  After spending so much money on this laptop and getting the above response, I will not recommend HP to any of my customers and my company will no longer purchase anything from HP.

Shane Metzler
President
Brainstorm Innovative Technologies

[HPSpectraTouch]

I have the same problem. I put the computer in the case provided, it was in my bag which also has a separate compartment for it... I do carry files and textbooks with it in my bag. I let wasn't dropped or the bag not handlers roughy. That night noticed a crack near the top middle (where the camera/microphone is)... it did spread over the next few eeeks but was still usable. I posted a message on here and unsuccessfully tried to contact HP. I then went over east at the end of the plane trip the crack had spread in every direction across the screen (still usable)... after the return flight home the whole screen was cracked. There was obviously a defected screen but it is not covered. I will not be buying a HP laptop again. I have had many printers in the past and revived great support. Not this time. Really really disappointed, have been without a laptop for a while now trying to sort it out.

[shane_metzler]

Try sending an email to the HP executive team, https://ssl.www8.hp.com/us/en/contact-hp/connect-with-hp.html,
Explain the situation and see what they say. I did and they are fixing my laptop for me. I did not carry mine in a bookbag nor with any textbooks. Mine sat on a desk which is different than your situation but it is still worth try.

[Lawyermomma]

I was put into contact with a customer service representative.  She was very helpful.  I explained the cracks on my screen and she asked that I send photos to her, which I did.  A couple of days later she was back in touch, telling me that it was a defect - the hinge was too tight, creating a stress (all three cracks emanated from the same spot on the bottom of the screen).  She sent me packaging to send the laptop back to HP for repair.

So far so good, and well handled.

[sylvie43]

add me to list also this seems to be a problem with spectre x360 hp should either recall or fix free of charge .Any one know what hp are doing about this problem.

[Carolpreethic]

My one month old HP Spectre X360 just suffered the same fate as apparently a lot of others here. A cracked screen on bottom left and touch is not working in that portion. My laptop is handled at a desk in office and a desk at home and I don't even rotate it to 360. I suddenly spotted it on my screen and have no idea when and how. This is clearly a manufacturing defect. Could someone from HP please help?

[shane_metzler]

Try sending an email to the HP executive team, https://ssl.www8.hp.com/us/en/contact-hp/connect-with-hp.html,
Explain the situation and see what they say. I did and they are fixing my laptop for me.