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Message 1 of 2
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Flag Post

Broken Hinge Needs Fixing

HP Recommended
Envy
Microsoft Windows 10 (64-bit)

I'm having an issue where my HP Envy laptop has a broken hinge, which is preventing me from closing the laptop - when it first happened I could tell closing it would damage the screen, so I have avoided closing it. This is clearly a defect in the product, and I've found a number of other HP users have experienced the exact same issue. I've been trying to contact HP about this for months, but everyone I've talked with at HP says my laptop is now out of warranty, and I would need to pay for any repairs. This is frankly ridiculous - the laptop is only a year-and-a-half old! (And was less than that when I first started trying to contact you about it.) I understand that repair of normal wear-and-tear would not be HP's responsibility, but when it's something that's due to a faulty design or defective hardware, HP needs to take responsibility for their work. I need to talk with someone who can either help me figure out how to get it fixed at HP's expense, or talk with someone who can help me file a complaint.

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HP Support Agent
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Message 2 of 2
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HP Recommended

@donrtitus I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

 

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community. 

Riddle_Decipher
I am an HP Employee

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