Broken hinge in Envy 15 -360 and it cracked the screen - HP refuses warranty replacement of parts

[smanb]

The hinge gave way while to laptop was kept open in perfectly working condition. The caused screen outring and I was unable to close the the lid. While trying to close the lid it was pushing against the touchscreen and damaging it. HP service asked me to pack the device and send it by post, which cracked the screen. The item was never droped or badly handled and otherwise working fine. 

Now HP is claiming misuse and do not want to change either the hinge or the screen and charging me though the product is in care pack (within 2 years of purchase). 

Please help and resolve the issue. 

[Sneha_01]

Hi @smanb ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[smanb]

Dear @Rachel571, 

Thank you for the reply. The PC is currently with the service center (in Germany) and I had multiple interactions with them (Ticket#5124309553). However, they are refusing to repair the item and replace parts under warranty and the service staff accusing me of mishandling. Though there was no damage caused on my part. I had already shared images and videos of the problem when it first occured. But HP representative told to pack and send the item for repair causing additional damages. Similar  problem has been highlighted by several users on the forum, however HP is not ready to acknowledge the problem. 

I am not sure of paying the hefty sum for repair as the same might be repeated (the item is only 14 months old). I hope HP takes a note of this problems and replace parts under the warranty. You help in the matter will be appreciated.

Best, 

[smanb]

I had the worst service experience, HP doesn't value any guarantee or service pack. I would recommend everyone to stay away from the add on services. They should also refrain from x360 products as they have manufacturing defects which HP doesn't acknowledge and products break after 1+ years and HP puts the blame squarely on the users.

[smanb]

HP has returned back the laptop unrepaired while another service person has shared an invoice of 461.90 Eur. 

The service request entry has also been deleted without informing. Is it legal to do so in EMEA region? Really HP seems like a shoddy operation!! Is the HP call centers now scamming users trying to get their broken devices repaired, and thats the reason for not accepting guarantee request. 

I request HP to look in the matter internally and investigate, and the authorities be alerted for necessary actions.