how to work with HP support?

my employer bought me a 8510p laptop last year and a few weeks ago i got some vertical lines on the LCD. Called support and they sent me a box to send the laptop back and I did.

Find out today that they are now saying it's my fault. Laptop itself doesn't have a scratch on it and i never dropped it. Just the usual of putting it in my bag everyday to go to work and moving it around all the time like when i go from desk to desk.

They sent me pictures from the repair facility and it's the lines i complained about. perfectly vertical lines on the screen and it's there when it's turned off. if it was my fault i doubt it would be perfectly vertical like it is.

can anyone help me out on how to deal with HP?

 

i have a problem and i sent my laptop in to hp as well. i have the dv9500 though.
i think you have physical scratches on your LCD according to what i take from your post. in my case, the graphics card is bad.
anyway, do you have any idea how those lines came on your LCD like that? if there is any physical damage, hp (or any other company) will try to blame the consumer. e

 

This is going to be really difficult because you've had it in your possession for almost a year. It's one thing if you just received it and noticed these lines.

Did you try cleaning it?

 

these aren't physical lines scratched on the screen, they are multi-colored lines you see when you turn it on. the screen itself is untouched except for the normal dust. i never noticed but apparently you see something when the laptop is off. i can't really see it in the picture. physically the unit doesn't have a scratch except maybe very minor ones that are normal wear like when you put it on a desk.

i did some searching and apparently some dells are having this problem after 16 months of use. sounds exactly like my problem

 

Ok, I see. The way you described it made it difficult to understand.

I hope you didn't describe the problem the same way to HP. You should leave out the "when it's off you can see it."

Anyway, it's time to have your case escalated to a case a manager. You've got to use terms like "defective screen," "vertical bands in screen," "I can't use my computer because I can't see all the text/graphics on screen because of these lines." "started out as an intermittent problem then quickly became constant." "unit gets hot." "I'm afraid to use it." Things along those lines to wake people up over there at HP.

So call customer service again and ask to have your case escalated to a case a manager.

Don't describe the problem as "you can still see the lines when the screen is off." Leave that out. I doubt they even turned your unit on with that description.

 

i agree with 2.0
the way you described it made it seem as if the screen was scratched or something or physically damaged on the outside

 

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