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‎11-14-2025 11:45 AM - edited ‎11-14-2025 11:53 AM

HP Recommended
Product: HP elite book

Hello everyone,

I am facing an issue with my HP laptop in Qatar and would appreciate guidance from the community or HP Experts.

When I power on the device, the internal LCD shows a crack line and multiple colored vertical lines. However, the outer screen surface is completely smooth — no dents, no scratches, no pressure marks, and no bezel deformation. The outside panel looks clean and undamaged.

I took the laptop to an authorized HP service partner in Qatar, and they classified the issue as “physical damage” and provided a paid repair quotation. Since there is no visible external impact, I am trying to understand:

  1. Can an internal LCD layer crack without any external visible damage on the outer glass or bezel?

  2. What criteria does HP use to differentiate internal stress failure from external impact damage?

  3. Is it possible to request a re-evaluation or goodwill repair in such cases, especially when the exterior shows no signs of misuse?

  4. Are there recommended escalation steps for HP Qatar if I need further clarification?

Any advice from the community, or anyone who has dealt with similar cases, would be greatly appreciated.

Thank you.

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