My laptop seems to have a broken display or display connector. Is there any fix for this or do I need to contact support/replace the display.
Looks pretty obviously broken at the bottom where those lines start. How did you crack it? Did you accidentally close the screen on a screw or something? In any case, I would just contact support to see your options.
Is the bezel cracked at the top left? Looks like it took some pretty heavy trauma to crack the plastic bezel as well.
Hard to tell from these pictures but it looks like you are having this issue due to some damage on the display module. Can you see any damage when you remove the bezel, which is also cracked apparently?
If it has physical damage, your warranty won’t cover it, but you can order a display from the marketplace and replace the module.
Hi what do I do about my display im waiting already a few days for support to respond
what do I do
Hey John, I see that you wrote to us on Friday and now it’s Monday. Please give us some time and do not create new cases meanwhile, it will not expedite the progress. Thanks for your patience.
how long does it take to get a RMA for returns
I have the exact same issue except its down the center of my screen.
Removing the bezel, there are no signs of physical damage that i can see.
@Destroya You are stating this can only happen with physical force? What could i look for to confirm if this was from an outside force or just a bad screen?
Furthermore, I have tried to start the RMA process, but it seems email is not the fastest solution if you are looking for support as soon as possible. I need to replace this screen before a business trip and the lengthy wait on a response gives off buyer remorse vibes. If anyone can assist in a time frame for the RMA, that would be a great start.
It looked like OP has a crack at the bottom of their screen, but I wasn’t sure.
And email is the only option we have for RMA, please provide the pictures requested as soon as possible, it usually takes couple of days for them to complete the process and send you the new display if required.
Hi @Bryan_Van_Dyke,
Welcome to the community. External damage is usually shown with a stress point at the top or bottom of the screen where the impact occured.
If one looks closely to “Image_1715452867447” from the original posters (OP) images in the lower part of the black band you can see along with the vertical lines, a little angled anomaly almost looking like an arrow pointing to the area of potential impact. I am not saying that is the case with the OP. It is something that is indicative of where the screen was pinched and cracked the display behind the frame.
You might need to get a bright flashlight to inspect or GENTLY move your finger over the point to see if the damage really is permanant.
To get a leg up on the RMA process; or if you suspect yours inadvertently was damaged: you could potentially order a replacement right now and get it coming to you. You have 30 days to return products; see the link HERE.
Years ago I worked on an iMac with a 4K display to upgrade some internals…even with my careful attention to detail and delicate handling; it developed a big black band right down the middle. That was an expensive mistake. 
When using a flashlight i could not see anything that would signify a pressure\stress point. But i have followed up with the RMA support email they sent to me. I added a bunch of images and a video of what I’m experiencing. I’m hoping with my quick response i can get this ball rolling.
If need be I don’t mind spending money on the new screen up front. But when they eventually find no physical damage, i would hope the newly purchase screen would be refunded. Probably wishful thinking, but i have been beyond delicate with this laptop as its been my first ever laptop purchase for leisure and work.
With my first business trip ever coming up, i need a working laptop XD.
I was also trying to get the tape to reflect the light in a way that could show something that maybe im not seeing. I appreciate your responses guys! 
If you look at the i2c output of the display:
i2cdump -y 14 0x50
No size specified (using byte-data access)
0 1 2 3 4 5 6 7 8 9 a b c d e f 0123456789abcdef
00: 00 ff ff ff ff ff ff 00 09 e5 c9 0b 00 00 00 00 …???..
10: 30 20 01 04 a5 22 16 78 03 3d 35 ae 50 43 b1 25 0 ???“?x?=5?PC?%
20: 0e 50 54 00 00 00 01 01 01 01 01 01 01 01 01 01 ?PT…???
30: 01 01 01 01 01 01 34 70 00 a0 a0 40 a0 60 30 20 ???4p.??@?`0
40: f6 0c 59 d7 10 00 00 1a 00 00 00 00 00 00 00 00 ??Y??..?..
50: 00 00 00 00 00 00 00 00 00 00 00 00 00 fe 00 42 …?.B
60: 4f 45 20 43 51 0a 20 20 20 20 20 20 00 00 00 fe OE CQ? …?
70: 00 4e 45 31 36 30 51 44 4d 2d 4e 5a 36 0a 01 0a .NE160QDM-NZ6???
80: 70 20 79 02 00 22 00 14 7f 0d 0c 85 ff 09 9f 00 p y?.”.???.??.
90: 2f 00 1f 00 3f 06 9f 00 3e 00 05 00 25 00 09 7f /.?.???.>.?.%.??
a0: 0d 0c 7f 0d 0c 3c a5 80 81 00 13 72 1a 00 00 03 ???<???.?r?..?
b0: c1 3c a5 00 00 6a 42 6a 42 a5 00 2f aa 0c 21 01 ?<?..jBjB?./???
c0: 1d 77 0d 6a 08 00 0a 40 06 88 e1 aa 50 3d 24 b1 ?w?j?.?@???P=$?
d0: 51 d2 0e 02 35 54 b0 5c b0 5c cc 34 12 78 26 00 Q???5T???4?x&.
e0: 09 02 00 00 00 00 00 10 00 00 00 00 00 00 00 00 ??..?..
f0: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 f7 90 …??
You will see that the display is called:
FRAMEWORK 16 display
NE160QDM-NZ6
If FW16 support say it is not a manufacturing fault, you can purchase a replacement from one of two locations:
- The Framework market place. ← The safe risk free approach.
- Search for “NE160QDM-NZ6” and see if you can get it anywhere. ← The risky but maybe cheaper approach. I did a quick search, and although quite a few places advertise the "“NE160QDM-NZ6” it will not fit because things like the screw holes are different or not present.
At least with FW you are only paying for the parts. You don’t have to send it into a repair shop to fix it, you can do it yourself.
It looks like it’s an 11th gen Intel processor, which would make it a Framework 13.
Given the heavy load on support right now, is it actually recommended to buy a new screen and return it if the RMA goes through? Is it possible to do that and get a refund?
What’s actually covered by warranty? My screen clearly arrived damaged but I wasn’t able to tell that until after the install. Its actually getting worse every time I open the lid, and I do not see any obvious pinching going on.
Customer Induced Damage is not covered by warranty. And you can find the Framework return Policy here. We have a bit of a backlog but I would suggest waiting for the support/part replacement team’s reply before purchasing a new display if I were you.
2 Likes