03-20-2017 04:02 PM
This is in response to the 2014 post, "HP Envy 17" Left Hinge and Casing," and I'm posting here b/c I'm not able to reply in that thread (maybe HP got tired of hearing about it?).
I am having the exact same issue but with my HP Envy 15.6". I purchased it 13 months and 3 days ago. Up until this point, I've loved it. It's been an excellent machine. That is until this morning. The left hinge completely broke and the plastic piece detached. When I close the laptop I can place it back on, but when I open it up it pops off again and makes popping noises. I want to note that I have taken good care of it, gentle care (in fact I haven't opened and closed it very much, no reason the hinges would be worn after only a year), and basic, routine usage. I don't know what to do. I'm concerned that this will only get worse over time and am worried of the potential internal damage this could cause.
I've read all of the threads, the many, countless customers who have the same issue. It really calls into question HP's brand and the quality of their products. I assume my warranty is expired. And it's very suspicious that this happened just at the year mark, about a month after my warranty expired. This seems to have been a known problem since 2014 (almost 3 years!) with no solutions for customers. The only option I've seen is a repair at around $150-300, which I think is outlandish to pay and insulting to customers. This is not average "wear and tear." This is clearly a design flaw, a defect, that HP wants its customers to pay for, which calls into question the integrity of the company. I'm a teacher and writer and this laptop is my primary source for work, so I also can't wait 2-3 weeks to ship out for a repair.
Again, I'm not sure what a solution would be. I suppose a moderator will reply with the generic form response and then nothing will be done about it, but I hope that's not the case.
All best, M
03-20-2017 04:08 PM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.
03-21-2017 11:30 AM
As an update, I received a private message from Customer Relations and provided the routine info they usually request. When they asked me to briefly describe the issue, I made it clear that the problem is the result of a clear design flaw with this model (and potentially other HP models). For anyone going through the same issue, that's the best way to frame it. This is not average "wear and tear" and is in no way the customer's fault. In terms of the design, the hinges are not made strong enough to support the weight of the screen, and HP needs to acknowledge that. Currently waiting to hear back.
03-23-2017 11:50 AM
I want to continue to provide updates based on my experience so if someone else with the same issue finds this thread they'll have info (all of the other threads about this design flaw really helped me):
I was assigned a Case Manager within the Escalations Team. He called me yesterday and left a voicemail but I was working all day so didn't get a chance to speak with him. I called back and left a voicemail, and he called me back this morning. I've been assigned Dominic, and he is actually very nice and friendly. As an FYI, they're still taking your warranty into account for this issue. The first thing he did was check my warranty. Mine is 28 days past warranty. He checked to see what he could do for me based on that. I was very surprised. He said they are going to get my laptop shipped out for repair. I kept waiting for him to quote me the $300 to $250 to $150 like other customers have been quoted. He said since it's 28 days past, he was able to waive all fees. So I'm getting it fixed for free. Apparently if it had been 30 days or more they would've initially told me I have to pay for the repair. They're sending me a box with postage. He said it should come by tomorrow and he would follow up with me. I forgot to ask him how long it would take, but I'm going to email him that follow up question. I assume it'll be 2-3 weeks. I have a very old (2011) Gateway laptop that still runs, though really poorly, that can get me through in the meantime. He also said that if it breaks again they won't be able to fix it for free. I really wanted to reply, arguing that this is damage caused by a design flaw, and if it breaks again, I shouldn't have to pay, but honestly I was just happy it's getting fixed for free. One battle at a time.
A few things to note. It's still ridiculous and arbitrary that they're fixing this issue anywhere from free to $150 to $200 to $300. There's no consistency. It's unethical to charge some customers a higher amount than others based on how much they complain. It's still unethical that they continue applying the warranty to this issue. They are still making customers pay for damage that's caused by a design flaw. In my case, I was very lucky I didn't have to argue and complain. I guess if it had been 2 days later I would have. My advice to anyone who experiences this issue and it's over 30 days past warranty is to really advocate for yourself. Of course don't lose your temper and remain calm throughout, but really argue your case. Immediately tell them that this is damage that's been caused due to a design flaw, that it's not your fault, and because it's not your fault, you shouldn't have to pay for a repair. Really dig in deep. Don't play into their so called "discounts" to try and appease you. Tell them that it is insulting to you as a customer to make you pay for damage, in any amount, discounted or not, that's been caused by faulty design, b/c it is. Tell them this isn't an isolated incident and that there are countless customers complaining about this all over the HP Discussion Boards for 3 years now. Tell them you're never buying another HP product again and you'll tell everyone you know of your experience.
To me, even though mine is getting repaired for free b/c I got lucky, this really calls into question HP's brand. This is the benchmark for quality of an HP product? The screen falling off after only 1 year of gentle use. Cheap hinges that don't support the weight of the screen and cause damage. And further, this is the benchmark for customer relations? Making customers pay for damage due to this design flaw, to profit off of their own faulty design. After this, I'm never buying another HP product again. The next laptop I pay for will most likely be a mac. Anyway, I'll continue to provide brief updates about my experience.