HP Laptop

[lance613]

I purchased my laptop directly from HP UK in January 2026. The screen/hinge/casing has now failed for the third time, with the casing separating in exactly the same area.

HP has already repaired the same fault twice, in March and May. Before the second repair, HP Customer Relations confirmed that if it failed again, a replacement or refund could be provided.

HP is now insisting on a third repair, which I do not accept.

Under the Consumer Rights Act 2015, where a repair has been attempted and the goods still do not conform, the consumer can have the right to reject the goods or receive a price reduction. HP cannot simply require repeated repairs indefinitely.

I am therefore asking HP to escalate this and provide a refund or replacement, not another repair.  Would you know how I can get this resoloved? I am quite disappointed and I was expecting better from the brand.

[NonSequitur777]

@lance613,

Welcome to our HP Community forum!

Look, from a user-to-user perspective you have my sympathy — a hinge/casing failure for the third time, after HP has already repaired the same defect twice, is certainly something I would escalate rather than simply accept another repair without question.

There is an important point concerning the Consumer Rights Act 2015, however. Your basic understanding is sound, but I would phrase the legal argument a little more precisely.

Under the Act, goods must conform to the contract, including being of satisfactory quality and durable. The statutory remedies include repair or replacement, and section 24 provides a final right to reject or a price reduction in circumstances including where, after one repair or one replacement, the goods still do not conform to the contract.

So, the fact that HP has already attempted to repair the same underlying fault twice is significant. Citizens Advice likewise explains that where a repair has failed, the consumer may be entitled to move to a refund rather than simply continuing indefinitely with repairs.

There is another particularly important fact in your case: you say that HP Customer Relations previously confirmed that if the fault recurred after the second repair, a replacement or refund would be available. If you have that confirmation in writing — email, case notes, or correspondence — keep it and quote the case/reference number in your escalation.

That could be most useful.

I would therefore stop dealing with this as an ordinary technical-support repair request and ask HP to treat it as a formal consumer-rights complaint/escalation.

I would also make clear that this is not a new unrelated fault. The chronology is:

• Purchased directly from HP UK in January 2026.
• Same screen/hinge/casing defect occurred.
• HP repaired it in March.
• The same defect recurred.
• HP repaired it again in May.
• The same defect has now recurred for the third time.
• HP Customer Relations had previously indicated that a further recurrence would result in a replacement or refund.

That history makes your request for a different remedy quite reasonable in my professional opinion.

I would not argue that HP is legally prohibited from ever offering another repair. The Act contains provisions concerning reasonable time, significant inconvenience, and the circumstances in which repair/replacement can be required.

Instead, I would put the emphasis on the fact that the previous repair remedy has demonstrably failed twice, the identical defect has returned for a third time, and you have already been told by HP Customer Relations that a replacement/refund would be available if that happened.

I would also keep copies of:

• the original HP purchase invoice;
• both previous repair reports;
• photographs showing the current casing/hinge separation;
• all HP case numbers;
• the Customer Relations correspondence promising the replacement/refund;
• and HP's current refusal to provide that remedy.

If HP continues to insist on a third repair, you can consider taking the matter to the Citizens Advice consumer service, which can explain the applicable consumer law and can pass information about complaints to Trading Standards.

One final point: because you purchased the laptop directly from HP UK, HP is the trader with whom you have the sales contract. Your statutory consumer-rights claim is therefore against HP as the seller; this isn't merely a manufacturer's-warranty issue. Citizens Advice specifically distinguishes statutory consumer rights from a manufacturer's warranty or guarantee.

Given the history you've described, I would absolutely escalate this rather than simply accepting another repair. And I would make the previous written promise from HP Customer Relations the centerpiece of the complaint.

Kind Regards,

NonSequitur777

[lance613]

Thanks so much for your help

I’m now waiting for hp to respond to my email and I mentioned what you suggested . 

I emailed them a few days ago and they still have not responded 

[NonSequitur777]

@lance613,

I notified/flagged the moderator to reach out to you.

Kind Regards,

NonSequitur777

[Raj_05]

Hi @lance613,

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