Broken hinge on 7 month old laptop

[debdamiano99]

I purchased a brand new laptop 7 months ago and the left hinge popped as I closed the lid, cracking the top casing and separating it from the bottom. Fearing further damage, I immediately took my laptop to a local authorized repair center. Despite the laptop still being under warranty, HP refuses to fix it. The authorized repair center I took it to told me HP does not cover "accidental damage" or "normal wear and tear" but offered to contact HP to try to get authorization for the repairs since it's still under warranty. HP refused to authorize the repair. This is hardly normal wear and tear after only having the laptop for  7 months, nor did I cause this simply by opening and closing the lid! The laptop has never been mishandled, dropped, or in any way misused. After some quick research online and from what the repair shop told me, this is a common problem in HP Laptops and is an obvious design flaw. The hinges are too tight and the plastic is too weak to  hold up under the amount of stress placed on it by simply opening and closing the lid. Why are they not fixing this problem?? Now I have to pay $300 out of pocket to correct a problem that HP is aware of and ignoring.I will never purchase another HP product again if this is how they treat their customers.  I would like to be reimbursed for my repairs. A laptop that I paid $700 (now $1000 with repairs) should last much longer than 7 months!!!

[praveenbv]

HI@debdamiano99,

Thank you for posting on the HP Support Community.

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution

[debdamiano99]

I have already taken the laptop in to be repaired  at an authorized HP service center. They were told by HP that HP will not fix the hinge or broken casing, and that it would need to be done at my cost. So I picked it up from that HP authorized service center and brought it to a local company to be repaired because it was more affordable. It is currently still with them waiting on the parts to be delivered. I would like to know how I can be reimbursed for this repair since HP would not honor their warranty and authorize their service center to fix the issue in the first place.

[praveenbv]

Thank you for waiting! I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send us a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

It's been a pleasure interacting with you and I hope you have a good day ahead.

[debdamiano99]

I still have not heard from HP's support team (it's been 10 days). Who should I private message?