Need Radiance screen repaired/replaced

Hi..I bought an HP Envy 14 with the Radiance display from the Refurbished Sales Outlet. After a week or so of use, I noticed a defect in the screen- there is a weird looking distortion in the screen when viewed from even a slight angle as if some liquid has leaked into it. I sent the laptop to HP for repair and they, after keeping it with them for almost a month, sent it back today, without inexplicably either repairing or replacing the screen.

That was infuriating enough but after reading some threads here, I've come to realize that even the repair dept. at HP might be out of Radiance displays and a repair/replacement might not even be possible!

In such a situation, what are my options? Can I get my money back? I barely had the laptop for 2 weeks and paid a premium for the Radiance display and bought a refurb machine (serves me right, I guess!!) just for it.

I'd love to just get the screen repaired or replaced and get on with using the machine but failing that, how do I get my money back.

Talking to HP support is a nightmare and the people on the phone have no idea what goes on in the actual repair facility...

Any suggestions what I ought to do next??

 

you can return it within the 21 day return policy thing, I say return use a old laptop for the next couple of weeks or so and see if there is refresh on the horizon.

 

Since it was a refurbished machine, I only got 10 days for the return and even though I started talking to the tech support people as soon as I saw the problem with the screen, it was still out of the 10 day window.

They keep insisting that they "might" be able to repair the laptop screen but I am highly doubtful of the claim and don't want to send the laptop and then wait another whole month and get it back in the same condition like the last time....

How can I escalate this beyond the case manager who has been assigned to me but frankly seems to have little to no actual authority to authorize anything more than quicken the shipping process....

 

You are kinda in a screwed position. I heard from sources from other forum members here that HP really ran out of replacement Radiance screens so if you want to get it fixed, you will be forced to get a 1366x768 BV as a replacement. This is basically the position where the company that made Radiance is now out of business and there are no more stocks left for HP to use for even repairs. Kind of like the recent swan song of Kodachrome film lol. They ran out of developing chemicals, so Kodachrome is now officially gone.

The only other way to get it fixed is do it yourself but buying a broken Envy 14 that has a Radiance Screen and the Screen is not the part that is broken and do a swap.

 

i would try to get hp to give you a full refund. if not, contact your credit card company.

man, this makes me want to return my hp envy that is on the way and get a dell instead...the warranty is MUCH better.

 

The sheer number of these threads make me glad I wasnt so excited about the radiance display in the first place. Seems like if you ever have a problem with it or unintentionally damage/ mes it up you are screwed, and get stuck with less than you are used to.

 

Thanks for all your replies, guys... I am now trying to get a full refund and have been told that if HP cannot gimme a replacement screen/laptop with the same resolution, a refund would be the next option....to think I paid a $400 premium for that stupid screen.

Next time guys, just get a Dell.. as should have I. My old Dell laptop ran flawlessly for 5 years and still does...

 

It is more like HP can't do anything at the moment cause the vendor for Radiance is out of business. You really can't blame for HP for this one to an extent that it wasn't HP that stopped using Radiance on purpose, they just ran out from the source. Now you should blame HP for not looking for a replacement vendor to get another pretty decent 900p screen and selling that on the market.

 

HP should also be blamed for making him wait close to a month for the repair, only to get the same crap back. Repairs need to be expedited in my opinion. That's why I like Dell's warranty a lot better. On-site repairs, and the parts or the computer is shipped using overnight shipping.

 

Search the HP Parts Store ( HP Parts Store - HP Computer Parts - HP Printer Parts - Compaq Parts) for part 608366-001. This is a Radiance screen. I just replaced my broken one a couple of days ago.

 

That is indeed my chief gripe with HP. They had the laptop for a whole month and during this entire period it was completely impossible to get in touch with anyone at the actual repair facility and find out anything at all about the status of my machine and whether the screen would be repaired or completely replaced. All I kept hearing from my case manager was that he had emailed the center and was waiting to hear from them. This dance alone went on for 10 days and then I get back the laptop as it was.

Also it would be just good sense and one would think, standard business practice, to stock up on spare screens for repair purposes as it's inevitable that laptops under warranty would come in for having their screens repaired or replaced. That's just shabby customer service and poor planning on HP's part.

This was my first HP purchase and it has been very, very frustrating. I will not be buying another HP machine any time soon...that's for sure.

 

Just checked and yes it is! Now if only HP can manage to find it in their own stock!!

 

If I ordered that part number, how hard would it be to put it in my Beats Edition?

 

It might not match your laptop's body shell since the part is most likely going to come with the bronze, floral design, not the beats black design.

 

I assumed that it would be just the screen not the full back panel.

 

Nope. Its the full back panel, its nearly impossible to replace the TFT panel alone. I would imagine it would be pretty easy though.

 

I wonder if you got one of my returns with the "rainbow" display.

Get your money back and look elsewhere. The joys of gambling with refurbished products.

 

I hope this isn't true because I need to get my Radiance screen repaired too. I'd consider buying the part, but only if I didn't just buy Accidental Damage Warranty (I know that the policy states that the damage must be after the purchase, but I plan to wait a month or so before notifying HP to make my story believable.)

 

I'd also like my screen repaired, thankfully due to a rather minor issue (a few small black spots in one corner of the screen).

I sent my Envy to HP Repair here in Poland at the beginning of September or so - they said they'd easily repair it as soon as the parts arrive. I kept waiting for about 3.5 months (didn't really need the laptop at that time) while they kept postponing the part arrival date. Finally, they admitted they cannot state a final, 100% sure date. Then, I asked them to return my laptop unrepaired.

I really hope Envy 14 gets a refresh, so that we might see this Radiance screen once again popping up officialy (don't really want to buy it for $300 off of Ebay, and then try to ship it to Poland). I keep anxiously reading those Envy 14 discontinual threads in here, (hoping they mean a refresh, not a new screen size) while searching for any news on HP Conference on this year's CES. Haven't found any yet (aside from that Envy 17 and Pavilion refreshes, but it can't be all, because they haven't even said anything about that PalmPad etc.)

 

Actually that is what's is wrong with it.... the funny/oil in water kind of rainbow display!! How big was the pattern on your screen? Incredible that they would try to pass it on to another customer... even if it is through their refurbished store. This product is damaged!!

 

They had your laptop for 3.5 months!! That's incredible...you should demand interest if you decide to go for a full refund..

 

To be honest, I didn't mind it at all... It's Poland, after all

TBH, I was deeply shocked when they told me my laptop is eligible for a warranty repair here even though it was bought in the US with only 1-year basic warranty. I buy most of my electronics stuff in USA, and 99% of it can have warranty repairs conducted in US only... So to me, it still sounded like I'm one lucky guy and am grateful HP tried, at least . Most of the time I need to repair stuff myself.

PS And why did I agree to wait 3.5 months?

1) Envy 14 is unavailable in Poland, they said they need to import the part from somewhere in the world (didn't say anything more about the location)

2) I only waited so long because I knew about the Radiance display shortage. Hadn't I known, I'd surely be real angry about the waiting time. But the current situation is simply without precedence - a company making screens goes out of business, so I considered myself really lucky (considering this, and geographical/political reasons stated above) to even be in a line to get a replacement and didn't mind the waiting time.

PPS I might consider sending it back again, since the screen popped up in the US as a replacement part. I told HP Support I plan to send the laptop back after they sent it back to me before. I wanted to do that after the Envy refresh when hopefully Radiance gets officialy present, but I reckon now it just doesn't make a difference, since there is no refresh Envy to be found. Strange, huh? After all the price cuts, etc. Does anyone know when's the event when HP is to introduce that PalmPad tablet thing? Maybe then something will happen...

 

I think I may have had two with that and the largest was about 3" long. At least a couple of others complained about it and were going to RMA them as well. Some others acknowledged the flaw but were going to live with it and other known Envy-line flaws. And of course others stood silent and sucked it up. You should be able to do some searching and find posts.

I'm sure HP receives RMAs and if it boots up and passes their tests then they'll re-image them for resale. They're hoping the next sucker isn't as fussy.

 

Actually I spotted mine about 3 months of heavy use, and just by pure accident. It's about 5'' long, buy it starts to be visible from about 160° horizontal and vertical angles. The bigger the angle, the more visible it becomes. Not a big issue for me, since it is completely invisible under normal use, and nobody has ever told me they could see it.

 

Any idea what causes them? My guess is that it's the liquid crystal that has some how seeped out. My concern is that it might continue to expand over time and render the screen useless. How long have you had your machine for now?

 

Since mid August. But TBH, I really doubt it could get worse. I haven't seen it expanding, or anything. And as I said before, it is extremely hard to see it (at least it my case)

 

I can't believe what I'm seeing! :
http://forum.notebookreview.com/hp-envy-hdx/547646-radiance-back.html

Just hope this time it will stay a little longer, so I can send my laptop back to HP (again) to replace the screen

Could somebody in the US please call HP's support and ask if they know if this is permanent? I can't afford to pay like $10 a minute TT.