Broken hinges on laptop 17-bs049dx and frustrated with HP support and customer service

[justaguy78]

So I originally had 1 hinge break on my laptop. The other side broke since that time since the screen was only half supprted during this ordeal. A quick online search shows this is not uncommon with this model. I contacted HP while still under warranty, emailed pictures as requested, and was told that this repair was approved to be covered under the warranty. Great I thought, until I was told that I could not do the repair myself and would have to ship it to a service center which would result in me not having my laptop for 3 weeks. Having purchased it to use for work in addition to pleasure, I could not be without use of my laptop for such a long period of time. 

During one of my first phone calls, I was told that I could purchase the parts if I choose to and they could be shipped to me. Even though this was approved under the warranty, the only way I could receive the parts and repair it myself, was to purchase them. They are covered under warranty and would not cost me anything if I shipped it out for 3 weeks, but if I wanted to repair it myself and have full use within the time it would take me to repair it (a couple hours at most),  I purchased the them. Quite a frustrating situation when there is no question to warranty coverage.

After following up again later, and coming to terms with the fact that I may have to purchase parts covered under warranty, I am told that I cannot order the parts or even have the part numbers so I can find them elsewhere online. This is because they are not on their list of "customer replaceable parts". Prior to making my laptop purchase, I somehow "mistakenly" assumed that I could purchase parts needed to repair it or upgrade components. So now that I can't purchase the needed parts from HP and only an authorized store can make this request from their service center (who "I'm not able to contact", and the customer service rep supposedly is "not authorized to either"), they can not even provide me with a part number so I can purchase these "warranted parts" with my own money and using my own time and labor to fix it.

This is a short summary of my frustration over several phone calls, online chat, numerous transfers to other departments, and sudden dropped calls. Not really sure where to go at this point to fix my broken laptop that was approved to be covered under warranty unless I ship it somewhere for a few weeks. It is extremely dissappointing to me that there is no other solution to fix or even identify the parts I need to purchase.

[Cheron-Z]

@justaguy78

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