17" Pavillion comes apart opening/closing screen

[Andrew_Z]

 

I"m located in Canada. I have x 2 17" Pavillion laptops. On Both the case, separates at the hinge for the screen.

I see this is not unusual for these models to occur. I need someone from HP Canada to contact me and to discuss how they will remedy the situation. I paid a lot of money for these laptops, and they are both becoming useless due to a design flaws.

I am not happy with my purchase and hope HP Canada will step up and make this right.

[sandytechy20]

@Andrew_Z

Welcome to the HP support community.

I understand that you are getting issues with your notebook hinge, I am glad to assist you.

This seems to be a hardware issue and requires one on one interaction to fix the issue.

I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[Andrew_Z]

At this point in time the directions given did not lead to a satisfactory outcome.  

the links returned me to a generic page that I’ve already accessed.  

I am not paying HP for phone support.  I have purchased 8+ units under this brand.  Taxes in I’ve spent close to $2000 on the 2 units.  Being a loyal brand customer I would expect better communication and support.   

[Andrew_Z]

Took it apart. Found a broken hinge mount.  Now with no impact damage on the outside, HP this is an issue.  What will you do for me???

 

[Andrew_Z]

Day 2. Still no solution.  Customer care is an endless loop of pick x number for the wrong department.  Could a real customer loyalty  service rep contact me?? This is a sad joke for such a large company. 

[Anand_Andy]

@Andrew_Z,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Andrew_Z]

 In your message it says to contact an engineer.  Sadly I only get scripted bots or customer service agent who are fixed and limited.   This is an issue that needs next level care and service.   HP really needs to step up and stand up for their products if they want to keep my brand loyalty. 

I have spent 6 hrs so far on the phone.  7 different reps.  I’ve been transferred to 3 different departments that had none working phone lines.  Making me start over.  

[Anand_Andy]

Hi @Andrew_Z,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Notebook - 17-By2003ca. Not to worry I will help you to get a resolution to resolve the issue.

We shall escalate this issue to the concerned team.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

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

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!