x360 2022 Scratches on Screen from Design Flaw

[oldmanface1313]

I too have the scratch marks on my screen documented in the following cases:

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Scratches-on-the-screen-of-my-2020-HP...

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/X360-Spectre-Scratched-Display/td-p/8...

https://www.reddit.com/r/spectrex360/comments/heqw5t/spectre_x360_139ph05pascratches_on_screen_body/

It appears to result from a design flaw resulting from a lack of padding to prevent the screen rubbing against the keyboard. As you can see, some people get their screen replaced while others don't. It appears one person who was initially denied repair under warranty was later approved after escalating the level of their complaint.

I would rather avoid such chicanery. My manufacturers warranty ends in less than two months, and I have a strong feeling the repair center will try to identify these as 'wear-and-tear'. This means my accidental damage protection plan would be used, and I would be disqualified from later reimbursement according to the HP policy. I would find this an insulting outcome given having spent more than $2,000 USD for a 'top-of-the-line' computer.

I would love to be able to recommend this computer to everyone I know - in so many respects it has been fantastic. However, when talking to people for whom I do IT work, their biggest concern when investing in a laptop is customer service. I had hoped HP would set a standard for customer care after several bad experiences with other manufacturers. We will see how this situation is dealt with on HP's end. I will be very happy to report a successful support-repair/replace experience if it occurs. We will see what is posted here and I will follow up with the process as it unfolds.

[Anand_Andy]

Hi @oldmanface1313,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Spectre X360 16 Inch 2-In-1 Laptop PC 16-F0000. Not to worry I will help you to get a resolution to resolve the issue.

We shall escalate this issue to the concerned team.

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.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[oldmanface1313]

Hi Anand,

Thank you for escalating the case. I apologize for my absence - i had a family emergency that required my travelling out of state.

To update the thread, Mr. Anand sent me a private message asking for the specifics of my computer. HP also sent me a box to ship my computer to the repair center. The problem is this is my primary work computer, and a loaner is only offered after 4 business days. As a result, I will need time to find a backup computer to use during these four days.

Description of Issue(s):

1. Damage to screen caused by lack of padding between screen and keyboard. This is a known issue - see my links from the post for images. I sent images to HP - they sent me a box to send my computer in. I have been unable to do so as this is my primary computer and I utilize it daily for work. In order to send it I will need to purchase or rent a backup computer.

2. A new issue cropped up (interesting how these things happened right around the end of the 1-year warranty). The USB-A port and the USB4/TB port on the diamong cut section is no longer providing proper power/reading certain devices. My Samsung FlashDrive works, but my SanDisk and other devices will not. I cannot use this laptop effectively without these ports.

3. Another new issue: The hinges on the screen are not holding it up well anymore.

4. Just to mention it, when the laptop shipped the "R" key was loose and it occasionally pops up. Perhaps it was damaged during shipping?

I paid a LOT of money for this laptop hoping the extra cost would be represented through better customer service than other laptops. So far I am feeling like this was not smart, as I've had a similar experience with HP to the experiences I had with AppleCare (which is why I left macs).

PLEASE prove me wrong. I do IT work on the side and usually am happy to recommend HP products...I'd like to continue to be able to do so.

Thanks

[ABGD]

Who should I contact if I also have the same issue? Despite being just two months old, my laptop screen is already accumulating scratches from both poorly placed screen supports and abrasion against the chassis, and I will ask for its screen to be replaced.