Are touchpads on Envy laptops supposed to be loose/hollow?

[Checkingitout]

Hi there, I bought this laptop with its OLED screen which is absolutely fantastic. 

However the speakers have a crackling sound so have to return it as it is faulty after going through diagnostics with support. 

The other thing I noticed was that the touchpad is hollow/loose on the right handside, so when you tap, there is a looseness to it. This will get very frustrating over time. 

A user on reddit had the same issue but his touchpad issue seems like it on the left - video below (mine is on the right):

https://www.youtube.com/watch?v=WlgGCikVpnY

I want to get a replacement rather than refund, but is this looseness to be 'expected'? It's a £1800 laptop so would not expect this, but dont want to be told my HP in future that it is 'normal'.

[Riddle_Decipher]

@Checkingitout I appreciate the details and the video, however, I couldn't identify what is loose from that video, that said, if the touchpad is working normally, that's normal, if its skipping or isn't working at times when you feel its loose, that could be an issue.

As for the noise from the speakers, here's what I suggest we do, to identify the issue:

Does these noises appear on a headphone as well?

Have you updated the BIOS to resolve the issue?

While you respond to that,

I have a few recommendations: 

• Updating your Notebook computer BIOS 

• Keeping notebook air vents clear and clean 

• Increasing the efficiency of the notebook to reduce heat 

• Using Windows Task Manager to identify corrupt processes 

• Selecting power saves settings to shut off your computer when it is not in use 

For more details: Click here 

P.S: Welcome to HP Community 😉

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[Checkingitout]

Thanks for your reply. 

I have uploaded my own video too so you can see, but I must say I could easily see the issue with the other user - as mentioned the issue is when he taps on the left. 

My issue is when i move more to the centre/right, the touchpad has a hollowness and makes a rattling sound. It is hard for my phone to pick up exactly, so turn your volume on the video and you can hear it

https://streamable.com/22uh6d 

In relation to the speakers. I have uploaded a video. The support staff already told me it's faulty but we have updated the BIOS etc. The issue is only with the speaker on the bottom left. 

https://streamable.com/gp94fb 

Going back to the touchpad, are you saying this kind of loosenes is normal on HP laptops? The laptop was £1800, so I would expect build quality to be great.  That sound would drive me crazy over time and just to clarify, this is not clicking, it's tapping. 

My Surface Book 2's touchpad is nearly 3 years old and has no flex, looseness or movement at all. 

Dell have had similar issues with their touchpads being wobbly/loose on their new XPS line and have come out saying that there is an issue.

Quality control must be low. My speaker is proof of that on the HP as there is no-one who could not hear that awful sound.

[Riddle_Decipher]

@Checkingitout That seems like a hardware malfunction and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[Checkingitout]

Thank you. When you say hardware malfunction, do you mean on the side of the speakers or touchpad?

I know the speakers are not working properly. 

My concern is getting a replacement with a touchpad which is as loose as this one and HP claiming it is normal. I would kind of like to know whether this is the expected build quality of HP's Envy line?

[Riddle_Decipher]

@Checkingitout I meant both, if you could explain the same to the HP team on phone and let them know that you've shared the details on the HP community, they should be able to have the device picked up to get the touchpad repaired/replaced, the same goes for the speaker issue.

let me know if you've tried that again and it didn't work.