17" HP Envy Coming apart at the left near screen hinge

[DM-QLD]

Hello,

My HP Envy 17 Touchscreen has the same problem. After using it as a desktop for the first 18 months, I started to use the hinges and the same problem has developped over the coarse of 8 months of moderate use.

This defect is

widely reported by many owners;

has precedent in earlier HP models;

is clearly a flaw originating from a design unfit for purpose;

I have had my laptop looked at by a professional repair shop, whom have advised a replacement back(the black plastic cradle), hinge detensioning and replacement of the powerboard module - also destroyed by the hinge.  All in all, 500 AUD.

I  am expecting support for this problem from HP, and have contacted a consummer protection body to look into further recourse. I advise anyone in the same situation to do the same. From reading these numerous pages, this appears to be the only recourse one has access to remedy HP's lack of responsibility for their poorly designed premium Envy laptop.

As of today, 21-06-2017, I am expecting HP support to reach out and quickly contact me to assess further steps. If this request is not actionned within 10 days, I will pursue actions for a claim.

[J_Marshall]

Like others in the 18 or so pages of comments, I have a 17" HP Envy that has recently begun to come apart on the left hinge. The laptop is less than 3 years old, used daily, carefully cared for and never dropped or abused. Used for work by an adult (me), not used by students or kids. Please have someone in customer support contact me for what direction to take with this. I prefer to not jump on the class action lawsuit bandwagon, but will consider that course of action if not contacted or satisfied with a solution to this widespread and ongoing issue. Thanks.

[Duane_D]

Hello Thank you for posting your concerns on the HP Support Forums. I have brought your matters to the attention of an appropriate team within HP. They may request for some additional information from you in order to look up your case or product serial number. Please look for a private message from an identified HP contact. Please keep in mind not to post any personal information publicly (serial numbers, phone numbers, and etc.). If you have any additional questions please send me a private message. Thank you for visiting the HP Support Forum.

[rogwk]

Good luck @J_Marshall.

For my 3.5 year old Envy (see this thread) the answer from HP support was, in so many words, "go away, we don't care", of course couched in corporate-speak and suffixed by "have a great day!".

You are right that class-action is now the only option. HP are banking on the fact that we are busy people who don't have time for this so we'll just get angry, trash the defective hardware and move on. So far they are correct.

[schalmn]

Hello,

I have exactly the same problem with my 17'' HP Envy bought less than three years ago and only moderately used. Like many of the posters in this thread, I have also been quite careful with it and certainly have never dropped it.

I am based in the UK and would appreciate if someone from HP support could get in touch and advise on the options that I have to get this fixed, as this seems to be quite a common defect. The computer is otherwise perfectly fine and sufficient performance-wise, but the failing hinge which I only noticed recently looks to be getting worse and it doesn't look good going forward. I fear it could deteriorate further and lead to a further hardware fault.

Thanks

Martin

[schalmn]

Is there any moderator here?

[We_Lose]

Mine came appart on both sides. Ive had it for just over 2 years. Not supprised at all. I once worked at HP in San Diego. When I saw a design flaw I pointed it out and even had a solution to solve the issue. I laughed out of the room because the failure occured late enough in testing that it would make it past the warranty period for normal use. I put in my resegnation and vowed to never work for a company that does not stand behind its products. Before Dave Packard and Bill Hewlette died HP made quality products. You can forget about buying another brand also because they do the same thing. Never expect a product to last much longer than its warranty unless you dont use it very much.

[danny-r]

@We_Lose

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).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

[schalmn]

@ danny-r

Is there a set of rules that help you determine whether to reply to some posts (on the same day it appears) while leaving other unanswered (for two weeks now)? You might want to consider the impression it leaves. We are current users of the product(s) but also potential future customers.

Thanks

[DM-QLD]

I posted my original message over 3 weeks ago. HP has not replied nor reached out to help since then. I am of the opinion that it would have been more cost effective for HP to admit it is a flaw, to absorb the 500 AUD it may cost to fix or replace the laptop flaw rather than the costly comments I will share about the brand with my surroundings for years after this debacle have passed. The lack of accountability from HP is unethical at best, bordering on criminal at worst, and plenty of people who feel cheated by HP will likely harp on about it.