Broken hinge

[rachel_99]

I searched on Google and found that many people faced similar problem as I am right now. I am using a HP Envy 13 laptop, bought in March 2020. I've been taking great care of this laptop since then as it was my second laptop since high school and my uni life relies heavy on it. I was closing the lid and the bottom of the laptop cracked open. I tried to open the lid back up and then, the hinge popped out. When I approached HP support, they quoted me a service fee of about RM3.5K (approx. 3/4 of the initial price of the laptop) and proceeded to include a so-called "Goodwill" discount, reducing the price to RM2.3K. They also claimed that since my warranty had expired, it is advisable for me to go for this paid service, also saying that it is consumer's mishandling of device. In addition to this, they said that as my laptop is bought in another country, my device is not under global warranty. 

Apparently, this hinge issue has been troubling many HP consumers since years ago. There are also claims that this is a manufacturer's problem where HP did not look into this hinge inadequacy and still continued to manufacture laptops with the same hinge. Anyone in the same predicament as mine or has any advice to how should I proceed from here?

[praveenbv]

Hi@rachel_99,

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

[rachel_99]

Hi Praveenbv,

Thank you for reaching out. I’ve tried both HP online support and local HP authorized service, but the quotation provided by the online support team was as described in my initial post. On the other hand, the local support team has yet to revert back to me after a week. They did mention that I am to expect an email quotation from HP, however till this date, there was nothing (I’ve been checking the spam folder as well daily).