Laptop Display/Screen Falling Out of Case

[RobMeade]

Hi all,

Just wondered whether anyone else had experienced anything like this. I ordered a laptop here for my partners mother and husband, they've not had it long and due to illness and other reasons its not actually been used very much yet. My partner contacted me about a week ago with a photo of it with the case open and the screen led on the keys. From the picture it looks like the screen is held in with some sticky pads. She managed to "clip" it back in, but today its happened again.

I've never experienced this with a laptop. I did ask whether perhaps it had been left in direct sunlight, which might have softened the glue on the pads etc, or whether anyone had tried to open the case from the wrong side (they are elderly etc) - the answer was no to both.

This is what it looks like:

I'm hoping it is something that can be resolved easily and perhaps without having to return the unit as the delay/hassle there will be the biggest problem - I had only just finished getting all of the content from the old one to the knew one etc. Bit reluctant to try anything at the moment in case we make it worse.. feels like its needs new sticky pads and that the screen needs pushing firmly against them, but I'm not sure how that would be achieved and you dont normally push anything into the display!

Any thoughts/suggestions would be very much appreciated.

Update:
I should add, when I say "falling" I dont mean the lid was lifted half way up and then it just dropped out, it more a case of lifting the lid up, and the screen just doesn't go with it etc... possibly bad use of the word "falling" on my part... sorry..

...and I've just received a message to say there aren't actually any sticky pads in this, so I'm not entirely sure what would normally hold the screen in and therefore whats wrong...

 

[SpyderTracks]

How on earth has that happened?

Normally with screen bezels, there are retaining clips and the borders just "pop" together, but you have to be a little careful so as not to break the retaining clips when clicking them together.

If I were you, I would definitely return it under RMA just in case some damage has happened to the screen cables because of this, but I understand it's a hassle.

 

[Grumpywurzel]

Don't think I've seen a screen fall out like that before!

 

[RobMeade]

I honestly have no idea how it has happened, they are elderly and certainly not heavy-handed by any means.

 

[SpyderTracks]

I honestly have no idea how it has happened, they are elderly and certainly not heavy-handed by any means.

It must have not been put together properly when built, this couldn’t just happen even with a heavy hand at play.

 

[ubuysa]

Definitely RMA this. Something has gone badly wrong with the build here, either at PCS or when the chassis was assembled. It's clearly not acceptable.

 

[RobMeade]

I have an open ticket with PC Specialist who've asked to see a photo, so I've directed them to this thread where the photo is etc.

I'm obviously not looking to blame anyone, that won't help, just want to get it sorted for the parents-in-law etc, so that they don't need to worry about it.

I've never seen this happen on a laptop before, its quite strange, I did assume there would be some sticky pads inside of the case to hold it in but that was really just an in-experienced guess etc, and from the photo that was what they looked like, assume those are for padding instead.

 

[RobMeade]

The issue has returned after fixing. Posting images here to use the links to share with PCS Support.

 

[SpyderTracks]

The issue has returned after fixing. Posting images here to use the links to share with PCS Support.

View attachment 23119View attachment 23120View attachment 23121

That's really poor.

Which model laptop is this?

 

[RobMeade]

That's really poor.

Which model laptop is this?

This £1,800 one

I think the issue is the casing around the display, my best guess is that the bevel is so small, and so thin, that when you open the lid it flexes enough in order for it to pop out. From what I can see, some adhesive tape may have been added on the first fix to hold it in place. This held for a few months, or whatever the fix was, but obviously isn't lasting.

What makes this challenging is that this was ordered by myself for my girlfriends mum and husband, both in their 70s and with everything else right now, these hassles really aren't needed. I've asked PCS to advise what our options are. Hesitant about having another "repair" in case we go through this all again, and swapping out for the same model will probably have the same issues (just an assumption). Not seeking a refund, just want a reliable laptop that will be ok for them and not need to be returned etc.

I should add, this is my second order from PCS and my own laptop has been absolutely fine.


Here's the spec of the one that has this issue:

Chassis & Display
Defiance Series: 17.3" Matte Full HD 144Hz 72% NTSC LED Widescreen (1920x1080)
Processor (CPU)
Intel® Core™ i7 Eight Core Processor 10875H (2.3GHz, 5.1GHz Turbo)
Memory (RAM)
32GB Corsair 2133MHz SODIMM DDR4 (2 x 16GB)
Graphics Card
NVIDIA® GeForce® RTX 2070 Max-Q - 8.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive
250GB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 2300MB/W)
1st M.2 SSD Drive
500GB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 3200MB/W)
External DVD/BLU-RAY Drive
8x Slim USB 2.0 External DVD-RW
Memory Card Reader
Integrated Micro-SD Memory Card Reader
AC Adaptor
1 x 180W AC Adaptor
Power Cable
1 x 1 Metre Cloverleaf UK Power Cable
Battery
Defiance Series Integrated 3 Cell Lithium Ion Battery (73WH)
Thermal Paste
STANDARD THERMAL PASTE FOR SUFFICIENT COOLING
Sound Card
2 Channel High Definition Audio + MIC/Headphone Jack
Wireless Network Card
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX200 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options
1 x THUNDERBOLT 3 PORT + 3 x USB 3.2 PORTS
Keyboard Language
17" DEFIANCE SERIES UK KEYBOARD
Operating System
Windows 10 Home 64 Bit - inc. Single Licence [KUK-00001]
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
Microsoft® Office Home & Business 2019 (1 Digital License)
Anti-Virus
BullGuard™ Internet Security - Free 90 Day License inc. Gamer Mode
Browser
Google Chrome™
Keyboard & Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED 1MP HD WEBCAM
Warranty
3 Year Gold Warranty (2 Year Collect & Return, 2 Year Parts, 3 Year Labour)
Dead Pixel Guarantee
1 Year Dead Pixel Guarantee Inc. Labour & Carriage Costs
Delivery
STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time
Standard Build - Approximately 19 to 21 working days
Promotional Item
Get Marvel's Avengers with select Intel Core i5, i7 & i9 CPUs!
Welcome Book
PCSpecialist Welcome Book - United Kingdom & Republic of Ireland

 

[SpyderTracks]

This £1,800 one

I think the issue is the casing around the display, my best guess is that the bevel is so small, and so thin, that when you open the lid it flexes enough in order for it to pop out. From what I can see, some adhesive tape may have been added on the first fix to hold it in place. This held for a few months, or whatever the fix was, but obviously isn't lasting.

What makes this challenging is that this was ordered by myself for my girlfriends mum and husband, both in their 70s and with everything else right now, these hassles really aren't needed. I've asked PCS to advise what our options are. Hesitant about having another "repair" in case we go through this all again, and swapping out for the same model will probably have the same issues (just an assumption). Not seeking a refund, just want a reliable laptop that will be ok for them and not need to be returned etc.

I should add, this is my second order from PCS and my own laptop has been absolutely fine.


Here's the spec of the one that has this issue:

Chassis & Display
Defiance Series: 17.3" Matte Full HD 144Hz 72% NTSC LED Widescreen (1920x1080)
Processor (CPU)
Intel® Core™ i7 Eight Core Processor 10875H (2.3GHz, 5.1GHz Turbo)
Memory (RAM)
32GB Corsair 2133MHz SODIMM DDR4 (2 x 16GB)
Graphics Card
NVIDIA® GeForce® RTX 2070 Max-Q - 8.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive
250GB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 2300MB/W)
1st M.2 SSD Drive
500GB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 3200MB/W)
External DVD/BLU-RAY Drive
8x Slim USB 2.0 External DVD-RW
Memory Card Reader
Integrated Micro-SD Memory Card Reader
AC Adaptor
1 x 180W AC Adaptor
Power Cable
1 x 1 Metre Cloverleaf UK Power Cable
Battery
Defiance Series Integrated 3 Cell Lithium Ion Battery (73WH)
Thermal Paste
STANDARD THERMAL PASTE FOR SUFFICIENT COOLING
Sound Card
2 Channel High Definition Audio + MIC/Headphone Jack
Wireless Network Card
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX200 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options
1 x THUNDERBOLT 3 PORT + 3 x USB 3.2 PORTS
Keyboard Language
17" DEFIANCE SERIES UK KEYBOARD
Operating System
Windows 10 Home 64 Bit - inc. Single Licence [KUK-00001]
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
Microsoft® Office Home & Business 2019 (1 Digital License)
Anti-Virus
BullGuard™ Internet Security - Free 90 Day License inc. Gamer Mode
Browser
Google Chrome™
Keyboard & Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED 1MP HD WEBCAM
Warranty
3 Year Gold Warranty (2 Year Collect & Return, 2 Year Parts, 3 Year Labour)
Dead Pixel Guarantee
1 Year Dead Pixel Guarantee Inc. Labour & Carriage Costs
Delivery
STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time
Standard Build - Approximately 19 to 21 working days
Promotional Item
Get Marvel's Avengers with select Intel Core i5, i7 & i9 CPUs!
Welcome Book
PCSpecialist Welcome Book - United Kingdom & Republic of Ireland

Fully appreciate how unneeded it is especially at this time, but even in normal circumstances, this is sub par.

Let's see what PCS come back with.

It is odd though as we've had perhaps one or two of this issue reported on the forum, certainly not common by any means, so I wonder what's different about your particular build over other peoples.

 

[RobMeade]

Yeah, it is quite weird, never had an issue like it on a laptop. The service from PCS the first time round was excellent I have to say, all very straight forward and easy - its just the inconvenience really. Ruled out user error also as its happened to three of us now. hehe.

 

[barlew]

Last year there was a spate of two or three laptops that this happened too really close together but I haven't seen it happen since. If I remember correctly PCS said it was a known defect with the adhesive strips used to fix the screen in place. I believe they were the same model as this.

 

[AgentCooper]

Last year there was a spate of two or three laptops that this happened too really close together but I haven't seen it happen since. If I remember correctly PCS said it was a known defect with the adhesive strips used to fix the screen in place. I believe they were the same model as this.

 

[RobMeade]

Thanks for this, the info is interesting. I had assumed initially that there would be some form of fixing tape on the inside... but after it came out the first time I couldn't actually see any at all. It seemed as if it was just "clipped" into the bevelled case etc... I'm assuming some tape will have been added in the last fix to hold it in, as an initially "fix" etc... unfortunately as its not with me its difficult to see it properly/evaluate it... I'm only going by the photos I get sent

 

[barlew]

Found it and they were the same laptop.

Laptop Screen Falling Out of Case

Hi everyone, I recently bought a Defiance Series: 17.3" Matte Full HD 144Hz 72% NTSC LED Widescreen (1920x1080) laptop. The first two weeks of usage had no problems, however, now when I open the laptop from closed, the screen itself comes undone with the laptop lid. It seems that the laptop...

www.pcspecialist.co.uk

 

[RobMeade]

Thanks for sharing this, it is reassuring, in one sense, that we aren't the only one to have this problem.

We weren't offered any "good will gesture" the first time round, but then we had already paid for the Gold warranty in the first place.

Will wait to hear what PCS recommend.

Thanks again for sharing the above, appreciated

 

[barlew]

Thanks for sharing this, it is reassuring, in one sense, that we aren't the only one to have this problem.

We weren't offered any "good will gesture" the first time round, but then we had already paid for the Gold warranty in the first place.

Will wait to hear what PCS recommend.

Thanks again for sharing the above, appreciated

No worries mates I hope you get it sorted.

 

[RobMeade]

Thanks @barlew