HP Envy 34 magnetic camera privacy shutter

[6rtury]

The HP Envy 34 AIO magnetic camera has a privacy shutter that you close and open by moving a small thumb screw that projects from the top of the camera. That screw popped out a few weeks ago when I opened the shutter. I was able to save the screw but cannot reinsert it as it doesn't have a typical slotted top. I am still under my extended warranty, but have been unable to get HP to send me a replacement camera in exchange for my returning the current camera with its errant screw. Have spent almost 2 hours talking to support and support escalation people over the perion of more than a week. They all seem unfamiliar with their product line and non knew that an AIO means all components are inside the monitor. Only the camera is separate, held to the monitor by a magnet. Support first insisted I return the entire monitor to have the camera fixed. When one finally understood that the camera was separate and there was no need to return the monitor, he finally offered to give me a $75 coupon toward a new camera. I cannot find this particular camera anywhere on their site to even check the price. The last support person told me he'd find out how much a new one would cost and where it can be purchased. The excuse I keep getting is that "there is no way in their system for them to replace only a camera." This is obviously a problem with their support system software. Customers should not have their warranties negated because HP's internal software can't handle this particular transaction. I'm thoroughly disgusted with HP.

[Nal_NR]

 Hi @6rtury,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that this is a Hardware issue. Since the unit might need repair, I would request you to contact HP Phone support who can schedule a repair as per the warranty and the issue can be fixed.

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[6rtury]

I have had more calls with HP support than I care to admit. Each one ends with HP support person saying they will get back to me. No results. A few things I've learned:

1. HP Support people do not know the products they are supposed to be supporting.

2. The extended warranty, called Customer Care, is a scam since Support goes out of it's way to delay, delay, delay.

3. HP cannot do a simple exchange of the separate camera (i.e., a swap out) because their "software cannot handle that"!!!!! Give me a break. A computer company blaming its support deficiency on the company's internal software??????????????

4. Because of this experience I'll never buy another HP product, and will pass the word around.

[RubenAHR]

I love my computer but this experience has left me very dissatisfied with the support. I agree with you 100%. It is the craziest exoperience for them not know their own products or have the information on a webcam that ships with their PCs.

[6rtury]

RubenAHR:

You are absolutely correct in your observation of the one thing I forgot to mention. The "Mr. Ed" I spoke to was totally unfamiliar with the HP product line. That is one of the things that made me think he was not a live person but a ChatBot. No human could be that bizarre and hold a job.