New HP Envy All In One - Web Camera does not stick to Monitor Bezel - Magnets fight each other

[OldF1Guy]

My Webcam magnetic base is bad.  The magnets are put in wrong, so they repel the magnets in the screen bezel.

You can place the web cam on the bezel, it repels the web camera.  Clearly the magnets in the Bezel or the web camera are mounted same, when one should be opposite (N+N, should be N+S).  HP Support does not seem to know how to fix.

I asked for a new camera, thinking my base is bad.  They can't decide what to do.

Only thing is to break into my new web camera base and hope I can dig out the magnetic and flip it.

Guess that $2k computers and HP Warranty don't apply to their web camera.

HP should stand behind their product better than this.

[sandytechy20]

@OldF1Guy 

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[Skierandy]

Hi, 

I have exactly the same issue and dilemma. 

Computer delivered Thursday 10th August after a delay in delivery as lack of stock. 

Makes me this there may be a defective batch. 

Have to wait 2 working days for HP support to reply to my case. Then I'm advised 8 to 10 working days for a replacement classed as DOA. I had no idea what DOA was but after asking and asking it's confirmed as dead on arrival. 

So a computer costing £2,209 that takes around 3 weeks to be replaced..... By hopefully something non defective????

Did you

[od1kenob]

Same problem here. For what it's worth, the three attachment locations on the bottom of the monitor seem to work fine, but the three on top and each side location repel the camera. 

[CD175]

Same problem - bottom of monitor attaches fine abut top of monitor repels the camera but sticks fine to any other ferromagnetic surface.

[MagsDuckie]

Same here! It is super frustrating. Did anyone get a replacement machine that actually works correctly? I am worried if they send a new one it will have the same problem.

[Skierandy]

I had mine replaced.  Took over 30 days from the point of order.  Shockingly slow service, especially considering the value of the item.  Couldn't get any where trying with a complaint.  Even asked for my money back at one point so I could start again, but was likely to take longer to receive the cash back than wait for a replacement!!

Good news is replacement works fine and the machine is great.

P.s. I think the camera sticks to the bottom on all of our faulty screens because of the magnets in the speakers.

[od1kenob]

They would not replace mine. They insisted on fixing it. They would not allow me to use the original packaging materials to expedite the process even though I had just carefully unpacked it. I had to wait for about a week to get a huge empty box with packing materials delivered to my door. There were no instructions, you just have to do your best to maneuver it safely into the bubble wrap and box. 

They also told me to include the keyboard, mouse, and camera even though those were working fine (more on that later). Once I shipped it all out with the pre-paid label, they spent 1-2 weeks breaking open the casing and flipping the magnets and then shipped it back to me in the same packaging I sent to them. 

All told, I was without a desktop for nearly a month, lost hours of time with tech support and mailing the computer, had my computer shipped across the country three times, had the case taken apart and put back together, and now have two enormous boxes that are larger than what I can recycle.  In addition, there is a small gouge on the rear accessory panel and a small but noticeable scratch in the base near the phone recharger. Also, the keyboard, which was required to be sent back for no discernable reason, suffered mild damage to the "end" key which works but also sits wonky despite my best efforts to reseat it. 

I let the rep know (very politely, I know phone reps aren't in charge of policy) that a company that cared about customers would have apologized profusely and sent a new computer in the mail immediately with some small refund on the price or a store credit for my trouble (it was a brand new computer). Then they would have sent me a shipping label with the deal that the old computer had to be recieved in a reasonable amount of time to avoid a charge. What HP did, was suck up hours of my life, and i basically get a refurbished computer for the price of a new one, but with an extra long wait involved. And this was all due to a manufacturing defect on their end. 

Bottom line, I have a slightly dinged up computer that works but customer care is not impressive. 

[Skierandy]

That sounds like a total disaster and makes my experience sound a joy. 

If they won't help and you paid by credit card I'd be going down the section 21 route as you have not received an item in the condition you originally paid for and it sounds like they are not keen to help. 

[craighansenlaw]

I have the same problem.  Computer delivered September 10.  Camera is repelled by top magnets and sticks to bottom magnets.  Definitely a defective batch.  Very unfortunate.  I have been an HP customer for decades.  Never seen something like this before.