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‎02-25-2015 07:24 PM

HP Recommended
Product: HP ENVY TouchSmart 17t-j100
Operating System: Microsoft Windows 8.1 (64-bit)

When I open/close the laptop I feel the left back side shifting.  It looks like the hinge is shifting and then separating part of the upper case from the lower case.   I can push the pieces back in place but the next time I open/close the case the same thing happens. 

 

 I received the laptop in April 2014.  What steps do I need to take to get this repaired under warranty. 

 

This is a HP ENVY 17t Quad TouchSmart Product number: E2E11AV.

 

Thanks!!

1 ACCEPTED SOLUTION

Accepted Solutions

‎02-25-2015 07:30 PM

HP Recommended

@cal1952 

‎Thank you for using HP Support Forum. I have brought your issue to the 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 ( serial numbers and case details).

If you are unfamiliar with the Forum's private messaging please click here to learn more.

Thank you,
Omar

I Work for HP

View solution in original post

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5 REPLIES 5

‎02-25-2015 07:30 PM

HP Recommended

@cal1952 

‎Thank you for using HP Support Forum. I have brought your issue to the 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 ( serial numbers and case details).

If you are unfamiliar with the Forum's private messaging please click here to learn more.

Thank you,
Omar

I Work for HP
Was this reply helpful? Yes No

‎02-25-2015 08:16 PM

HP Recommended

Thanks for the quick reply.  I did see a similar problem and contacted HP Support via links I found.  I have arranged for the laptop to be repaired.

 

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‎02-27-2015 08:22 PM

HP Recommended

I shipped the laptop back today; however, I didn't correctly read the instructions.  I saw a part on where to put the power cord/brick for shipment but didn't notice initially that that part of the instructions was for devices which wouldn't power on.  Will I have any problems getting my power cord/brick back when the laptop is returned to me?  Thanks.

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‎03-04-2015 07:11 PM - edited ‎03-04-2015 07:12 PM

HP Recommended

Thanks HP!!!  THings went pretty quickly.  I was contacted last week, received a box to ship the laptop back on Friday, shipped it Frida, got a message saying it was received on Monday, another message saying it was repaired Tuesday (yesterday), and had the laptop back today (including the power brick/cable I mistakingly sent).  Everything seems to be working fine.  Thanks for the expeditious service.

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‎05-19-2016 04:26 PM

HP Recommended

Hello Omar-E 

I have the same issue with my HP ENVY 17t Quad TouchSmart laptop. I really need to talk with someone about the details of my situation. Could you or someone else help?

 

Thank you.

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