Broken hinge

[KenbRealtor]

My laptop's hinge on the left side broke and also damaged my screen.  Am I screwed or is HP covering the cost to fix this? This seems to be a common problem. A known defect that should have been recalled.

[DataLore]

I would think it would depends if your laptop is under warranty.  If it is, absolutely, they ought to, as it's a known issue.

It would be "nice" of them to offer replacements to certain models, since it's a known problem with many hinges, but I see no indication they're being that magnanimous.  However, you can write to them and try your luck.  If enough people did ask, they would probably do something.  But not if people don't make sufficient noise.

FWIW, I have a similar issue on a different model.  I'm seeking to repair it myself.  It's not worth the $ for professional service (which is what HP tends to suggest).  What makes me the most upset is they haven't even given a tutorial on how to fix this, they just say "bring it in"

[KenbRealtor]

Thanks for your response. This appears to be a manufacturing or design flaw. Maybe further steps need to be taken for them to do the right thing.

[DataLore]

Yes, it's clearly a design / manufacturing issue.  You don't have so many complaints of exactly the same nature, on laptops of a fairly recent make, without considering it an unacceptable failure rate.  Especially since many insist they were gentle and reasonable with it (including in the case of my laptop).

It's irksome HP won't at least take some ownership of this, or, at the very least, offer some detailed information for repair.  I saw another post where someone, in the same boat, said it would be ~$500 to fix, when he took it in, and HP told him it was deemed "user induced damage," when he insisted it was normal use.  Seeing the vast number of complaints about broken hinges, I'm inclined to believe him.

As I've looked at my own hinge, closer, today, I can see where the screws are actually still in the hinge; which makes this a more difficult fix.  Namely, I'll either have to epoxy in the threaded nuts, to the screen back, or I'll have to get an entirely new back, since it's clear the plastic, in which the nuts are embedded, broke out.  I wonder how many of the other cases are similar; i.e. that the plastic breaks away from the backing?  That might imply the plastic used for this purpose is of an inferior quality, maybe even below it was spec'd, or maybe it was just designed to be too thin, and therefore unsuitable to the task?  I wish I knew more, but what's clear, is the problem is commonplace.

[KenbRealtor]

This will be my last dance with HP. They don't stand behind their products. It would take a class action lawsuit to get any results and I'm sure there are enough issues that it could be done. 

[Raj_05]

Hi @KenbRealtor,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

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

Have a great day!

Alden4
HP Support 

[KenbRealtor]

Thank you. I tried that route and got nowhere. I will try again.

[DataLore]

Alden4,

It would be appreciated if HP employees would do something to help people in these situations, and not just tell them to contact HP support (for PAID service).

At the very least, supplying technical advice or information would at least be of some help.  But if all you guys do is just repeatedly tell us to phone in for paid support, why are you even here?  Seriously - what good does that do?  We already know we could call a service center.  At least, if you won't help, just don't bother to respond, as it's insulting to see you just tell us to call a service center for paid service - just step aside and let other users try to help.  Thanks.