07-12-2012 01:37 PM
1-800-407-4005 is the Customer Service number for the online store ("HP Home and Home Office" store). That's probably the best place to start. The Home and Home Office people were helpful to me.
You can also try this email address, but unless you have a "service ticket number" already it might not get you a response:
HP Concierge Support <Concierge@hp.com>
09-05-2012 01:21 PM - edited 09-05-2012 01:22 PM
Sadly most of the manufactured envy's appear to have this problem. The cause is the internal rubber-like upper ceiling which upon ejection pushes the cd back into the drive. I solved this problem by taking thin rod made from hard and non-conductive material ( you can never be sure it wont short circuit ) and stick it few millimeter up to a centimeter inside the drive opening while pressing against the upper end . While doing this you have to press the eject button and the cd jumps quickly right outside the drive as it is supposed to. This worked every time for me. Otherwise replacing the laptop only gives you a chance of not getting this build defect. The problem is probably due to unproper gluing of the upper dust protector.
09-16-2012 11:57 PM
Just got this HP Envy 15... Was really happy until I saw this obvious defect in the optical drive. Worse is that it is obvious HP knows about this and is not appropriately taking steps to correct the problem. I suggest a class action lawsuit... Who is with me?
10-30-2012 06:05 PM
I had the same issue, brand new Laptop and CD wouldn't eject.
The way I fixed it was:
take an old CD or an empty CD (it might get scratched...) and insert it a little bit into the slot and push the dust protection up and work (massage) it a little bit to wear the glue or rubber or whatever it is that is holding the CD back out. This did the job for me, now the CD comes out every time I hit the eject button...
Give it a shot...
tried using a CD today in my envy, got stuck again. HP customer service is beyond worthless.
anyone else here still experiencing their cd's getting stuck because of this ridiculous design flaw?
i tried pointing the technicians and even the escalated case managers this and many other threads regarding this issue
wondering how many others are still having this issue since HP won't acknowledge it as a "known problem."
09-16-2013 09:10 PM
no offense but this is why when i call they tell me there isnt a known problem! for those with issues with this please speak up and call support, the envy 15 has a 2 year warranty!
12-06-2014 08:54 AM
I have the same issue, but after reading a bunch of messages in this thread and others, I tried pushing the felt dust guard (in my case down--others have said theirs needs to be pushed up), and I am able to get the CDs ejected.
This is a VERY POOR DESIGN, A FLAW. And it seems that HP is still using the same design at present . . . This should be an easy fix for them: use a smaller dust guard. Why hasn't this been fixed?
Ant it seems from the blogs that the HP technicians/support office don't have a clue. If the user actually gets support, they ask people to send the CD back and replace it with the same exact thing. Oh my!!!!