stand missing parts

[Dancefast]

Dear HP Support Department,

I am writing regarding my HP All-in-One computer, Model 27-cr1064, which I purchased from Best Buy in July 2024.

From the time I received the computer, the monitor did not properly lock into the stand. The monitor would slide into the stand, but it never seemed to lock securely in place. It could also slide back out very easily.

This has happened several times. On the last occasion, the monitor actually came out of the stand and nearly fell onto the keyboard. Fortunately, I was there and caught it before it was damaged.

I am now unable to safely use the stand because I am concerned that the computer could fall again.

After inspecting the stand, it appears that a spring or other internal parts may be missing. I would like to know whether there is supposed to be a spring or locking mechanism inside the stand and whether it is common for these parts to be missing or defective.

I am requesting the following:

1. A complete diagram or exploded view of the stand.
2. The part numbers for all of the internal parts, including the spring and locking mechanism.
3. Instructions showing how the stand is supposed to be assembled.
4. Information on how I can obtain the missing or defective parts so I can safely repair the stand.

Since the problem was present when I received the computer from Best Buy, I believe HP should provide the necessary parts or assistance at no charge.

I would greatly appreciate your help in getting this problem resolved. I do not want to risk damaging the computer or having it fall again.

Thank you very much. I look forward to hearing from you.

Sincerely,

<Please do not include the product serial number or any private information>

[Deep_World]

Hi  @Dancefast,
 
Welcome to the HP Support Community!

Thanks for reaching out!

We understand your concern regarding the stand on your HP All-in-One 27-cr1064. Based on the information provided from your end,  For setup and product documentation, you may refer to the HP Setup & User Guides page for the HP All-in-One Desktop PC 27-cr series: Click here for the video reference - only refer to the display stand section of that video for your reference .

For your safety, kindly avoid using the stand if the display is not securely locked in place until the issue has been inspected and resolved.

Since the stand appears to have a possible hardware defect or missing internal component as you have mentioned, to identify the correct stand assembly part numbers, and determine whether a replacement stand or repair option is available. To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards,

Deep_World