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‎11-27-2018 08:09 PM - last edited on ‎11-27-2018 08:14 PM by Retired

HP Recommended

I have the same situation with my 17z purchased in August of 2017 and the hinge actually broke over this summer, but I did not think about the warranty.  Looks like inadequate engineering with a monitor that large and heavy and plastic support.  Also, I am very disappointed in the performance with the AMD processor and 8gb of ram as it freezes constantly and reboots often.  I gave this to my wife before the screen broke as she has much more patience.  Can this be escalated with HP?

3 people had the same question
3 REPLIES 3

‎11-27-2018 08:15 PM

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@SJM29

 

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 Support Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

I work on behalf of HP
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‎11-28-2018 01:23 PM

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My left hinge broke and then the right hinge. It is still under warranty, I can not seem to get in touch with a person at HP.  Finally was on hold waiting on a human.  At 5:44 into the hold.   The call ended.  I can not afford to repair this myself, I hope HP stands behind it.  Seems there have been problems with their hinges for years.  I have probably had 6 or 7 HP laptops, desktops or printers thru the years with no problem.   Help!

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‎11-28-2018 06:12 PM - edited ‎11-28-2018 06:14 PM

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I agree that it isn’t designed too well. There are other models in this product line that seem less “plasticy” and less prone to hinge breaking.

 

Work with the HP rep that replied to your comment. They allowed me to ship my laptop back and they repaired it at no cost. Sure I was without a laptop for a week, but it was worth it.

 

i have to admit, HP’s customer service on this issue was really good. (No, I’m not connected to HP in any way.) the service was so good that I’ll likely buy an HP when I need a new laptop.

 

i do not have the rebooting or freezing problems that you described.

 

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