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My Envy 27 inch 4k display broke because of a faulty stand, customer service wasn't much help either

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Envy 27 inch 4k
Microsoft Windows 10 (64-bit)

Dear HP Support:


I bought an HP Envy 27 inch monitor a month ago. A couple of days ago, my monitor suddenly fell off the stand, flatted on the desk, the colors are disordered on the display. After a grueling and frustrating TWO HOUR call, the HP support agent denied this is covered by the warranty. He repeated that


1. the monitor cannot fall off on its own, must be something, "even the air pressure could make it fall",

2. there is no such cases reported before, so it cannot happen;

3. If the monitor is mounted to the stand and stayed there for many days, it cannot fall off from it;

4. the stand is not a recalled product, so it is not covered by the warranty.


I am surprised by the support person's saying that "AIR PRESSURE could have been the cause", and the damage from the falling off from the stand is not covered "because the stand is not a recalled product".


I hope this problem can be resolved and my monitor can be repaired as soon as possible.

HP Support Agent
HP Support Agent
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Hi @Alex1391


Welcome to the HP Support Community. 


I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).


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