keyboard marks on screen over light background (especially on white bg)

[eus019]

• Hello, I'm a new member. I recently purchased a HP laptop from a retailer store in our province (purchased on July 25, 2022), and after only five days, I discovered that its keyboard is not perfectly flat—some parts are slightly elevated compared to the rest. I didn't notice it right after I bought it because I didn't pay attention that much to details due to excitement. I went to the store to have it checked and they said that it was normal for a laptop to be like that. I then went along using it with the assurance from them that it was just "normal". A few days have passed since I brought it to the store where I bought it, and I noticed a new issue that at first I didn't know what it was. I searched online and found out that I was not the only one who had it. There are keyboard marks on the screen of my laptop that are visible only over light background colors, and they won't come off even after I tried cleaning them. I don't know what caused it because I am certain that I always put on the keyboard cover that is included in the package so that I can sleep at night peacefully without worrying that the slight elevation of my keyboard could cause any damage to the screen. My questions on this are: does my laptop have a factory defect? Are these issues common for a newly-bought laptop? Is there a warranty on them? Should I request a replacement of the same model if it is proven to have defects? I really don't know how to go about the situation considering that I am still a student Thank you very much!

[Nirvana_95]

Hi @eus019

Welcome to the HP Support Community. I see that you are facing issues with your HP 15.6 Inch Laptop PC 15-D4000 (4C802AV). We want to help you with it. 

I have sent you a private message with further instructions to get this issue sorted in order to access your private messages, click the private message icon on the upper right of your HP community profile, next to your profile Name or simply click on this link.

Thanks!