HP Screen Crack Repair Denial Cumming GA

HP Consumer Escalations - 5146374287 CRM:0026248004188

Within the warranty period, my laptop developed a hinge defect that caused the screen to crack, starting at the hinge point. The device has never been dropped, mishandled, or exposed to abnormal pressure — it has been used solely in a normal office/home environment.

I submitted it for warranty repair, but HP classified it as “accidental damage” without providing evidence to support that conclusion.

The crack has clearly originated from the bottom-right hinge area and developed upward. This pattern is consistent with internal chassis stress, not external impact. There have been cases posted where HP laptop models have had hinge-stress related defects and customer repairs have been covered. That's all I am asking for.

I have had multiple back-and-forths with HP support, including promised callbacks that have not occurred. My laptop remains at HP’s facility, leaving me without the device for 5+ weeks, causing both productivity loss and personal inconvenience.

This is definitely a manufacturing defect, not accidental damage. Under the Magnuson–Moss Warranty Act, warranty claims cannot be denied without proof of misuse. HP has not met this standard.

I am requesting one of the following resolutions immediately:

1. Repair the laptop at no cost under warranty, or
2. Replace the unit with an equivalent model.

If HP is unwilling to resolve this promptly, I will pursue all available remedies, including public consumer complaints (BBB, social media, and news outlets) and escalation to the FTC and my state’s Attorney General.