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- HP ENVY HINGE

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06-05-2023 07:08 AM - edited 06-05-2023 07:20 AM
Dear HP
I am writing to express my disappointment regarding my recently purchased (12th June 2022) HP ENVY 360 laptop. The hardware design flaw has resulted in the breakage of both the screen and hinge, rendering the laptop unusable.
As a professional designer, I am familiar with product designs and their functionality. It is evident that the hinge mechanism is structurally weak and prone to breakage, leading to disconnection from the LCD panel mount and subsequent screen damage. This issue is not unique to my laptop, as I have come across other users who have experienced similar problems with the same model.
Despite the laptop being hardly used, with minimal utilization of the 360-degree feature, the fault occurred within 10 months of purchase. I have taken utmost care in handling and maintaining the laptop, making this hardware failure all the more disappointing.
I would like to highlight that my laptop is still under warranty, but the seller has not provided any satisfactory support or resolution thus far.
As a loyal customer, I have always held HP in high regard for its superior quality and reliable performance. However, this unfortunate experience has shaken my confidence in the brand.
I kindly request your immediate attention to this matter and urge you to replace my faulty HP ENVY 360 laptop with a properly functioning unit that addresses the design flaw and exhibits improved durability.
Promptly addressing this issue will not only retain a valuable customer but also uphold HP's reputation for customer satisfaction.
I hope we can resolve this matter amicably and swiftly. Thank you for your understanding and assistance.
06-05-2023 11:53 AM - edited 06-05-2023 11:54 AM
Hello,
Welcome !
Thank you for your trust in HP.
You are posting here in the public HP Support Community. This is a forum full of HP users/customers, enthusiasts, IT experts and some HP staff. However, it is not an official first point of contact with HP and not a place to claim in-warranty service.
Please, contact HP Support department and log a support case >> https://support.hp.com/in-en/contact
Kindly discuss the options with the HP representative.
*** HP employee *** I express personal opinion only *** Joined the Community in 2013