HP laptop, screen damaged due to detached opening mechanism

[laptopscreen123]

Dear HP Support,

Please confirm that screen damage of my HP Envy 17-bw0300ng laptop that was done due to the internal metal opening mechanism that detached itself inside the screen would have been covered by the HP warranty within 2 years (pictures attached for reference). Please note that my HP warranty expired, however, I need your confirmation to obtain refund from additional insurance that I had which applied for 2 more years, as outlined by the insurance company below:

“Extension of guarantee” is 2 years after the 2 first years of guarantee, but only for breakdowns covered by the manufacturer’s warranty. If you can receive the confirmation from HP that this problem would have been covered by the warranty, then we could ask for the refund of the repairs.

Please note that your confirmation will not create any obligations for HP and is only required for my insurance to refund me, since the screen was already fixed.

Thank you, I am looking forward to receiving your confirmation.

[praveenbv]

Hi@laptopscreen123,

Thank you for posting on the HP Support Community.

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution