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screen cracked on specter x360 15 without anything external

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HP Spectre x360 Convertible 15-df0xxx
Microsoft Windows 10 (64-bit)

My Hp specter x360 screen cracked right in front of my eyes while I was closing the laptop when it only half-closed ( from about 95° to  40°).  Now there's a small crack above the right hinge of the laptop.  There was no external pressure or impact cus I literary saw it was something internal.

I've contacted HP twice about this and they claim that the screen would have cracked due to external pressure and impact and asked me to pay for the repairs. During my call, I told them it might be due to right hinge getting a bit stuck but  I was told that these laptops are very robust, there will never be a problem with it's hinge and there is no way they can just crack on their own. Basically implying it's my fault and that they can repair but it will not be under warranty.

I tried to explain, there is no fall or misuse on my part, The Only thing I did was close the laptop like we do in any other normal laptop and screen just popped on its own and now the's a small crack on the right corner above the right hinge. Why would I be charge considering this is obviously a defect of the laptop?

 

I can't even begin to express my anger and disappointment at both the quality of hp screens and based on the 16 pages of similar issues I've seen in the forums. Why should I be charged for this defective screen that appears to have been a problem for others as well?

I brought this laptop for it's touch screen and It's honestly frustrating and disappointing to one to go through this experience

on what they call a premium laptop.

20200423_190058.jpg1.jpg

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HP Support Agent
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@Shihara1097

 

Welcome to the HP Support Community. 

 

We shall escalate this case.

 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

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

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thank you for visiting the HP Support Community.

 


I am an HP Employee

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