Broken hinges on the pc.

[CSstudent]

Recently the screen started popping out of my laptop upon opening and closing it. Upon a closer inspection it turned out that the screw holes that keep the hinge in place broke within the laptop. To my dismay it turns out HP decided that a thin plastic screw hole would be be enough to hold a metal hinge and screw for years to come. The hardware inside is fine, everything is working however everytiime I open and close it I can hear the hinge snap and pop rubbing against the hardware inside. While it may work now im concerned that this can lead to probelms with the screen or hardware later on down the line. 

My question is that since this is not a physical defect rather a poor choice of materials by HP is the anyway I could get them to fix it? I've tried getting in contact with someone for a solid 30 minutes now however it seems that they now want you to pay for customer service if your computer is out of warranty. Something that had I have known would have definitely not brought an HP (honestly I'm still baffled how HP thinks this is customer friendly). I have also tried seeing if there was anyway to just purchase the shell of the laptop and move my hardware over as ive said the hardware inside is fine its the shell and the hinges that are causing an issue. However I cant seem to find anything on it.

[Cheron-Z]

@CSstudent

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Support Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[CSstudent]

Thank you.

CSStudent

[CSstudent]

Posting for the benefit of the community.

Apparently, I'm not the first person to have this issue. This seems to be wide spread across HP laptops especially the Envy series. They have offered to fix the issue for about $300. However, with this being a common theme I feel that HP is at fault here. 

Im posting these links of other people who have this exact same issue, two of them I'm pretty sure are my laptop or very identical.

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/TouchSmart-m7-j010dx-Hinge-Bas...

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Hinge-problem-ENVY-Laptop-17-q...

https://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/HP-Envy-17-quot-Left-Hinge-and-Casing/td-p...

https://www.youtube.com/watch?v=a9tg7_gsdAU

My Laptop and a description of the issue:

Product Name: HP ENVY m7 Notebook
 Product Number: M1W11UA#ABA

 Description of Issue:

The mounting points for the screws the keep the hinge in place have broken. This has caused the hinge to push up and push out the screen on opening and when closing it will off set the top half of the laptop from the bottom. This was not caused by a drop, this was not caused by any outside factor. The mounting points was broken from within the laptop itslef. As I've stated I took a closer inspection of the inside of the laptop because I thought that a screw just popped loose only to discover that the 17 inch screen hinges was being supported by a tiny amount of plastic. (Please reference picture below to see the screen). I can provide additional pictures upon request. It its bulging the screen out and makes crunching sound upon opening (it is rubbing against something on the inside).

My experience and recommendation:

So far I must say the experience from being asked to pay for customer support, the long wait times for responses from HP, and being told to pay to correct a design mistake is ridiculous. Im not a laptop designer but I could have told you that the metal hinges that supports a heavy 17 inch touch screen laptop should have more reinforcement than a few tiny plastic holes. Also the payment of $300 to correct this issue is way to steep considering that the only thing I did to cause this issue way to open and close the laptop. Ive had other laptops both more expensive and cheaper than this and have not had this issue before, this is solely a design flaw. Will keep the community updated to what their response is but so far I'm disappointed. Depending on customer supports response I may or may not buy a HP again. It's a shame its almost impossible to build your own laptop.

[CSstudent]

Update:

While writing out a response I recieved a message from my contact at HP. While offering no more soultions he simply restated his previous offer to repair the laptop for $300 saying that the laptop is out of warranty. While that maybe the case, this was simply caused by opening and closing the screen. With this being a widespread issue of would I go about making a peition to get these laptops recalled?

[CSstudent]

Update: 

I found where I can purchase the shell of the laptop (no thanks to customer support) for $100 and new hinges for $50 from HP themselves. (half the price of what HP said they'd fix it for). Only thing is is that I'm not confident if they come with screws too. Receiving only 1-2 messages a day from my HP contact is really slowing down progress. Must say I'm disappointed with the customer service side of HP.

[CSstudent]

Update:

A whole day with no response from my contact at HP.

[Cheron-Z]

@CSstudent

Based on your comments I have re-escalate your concerns for review and follow up.

Thank you for your patience,

Cheers,

Cheron

[CSstudent]

Update:

Again I receive the exact same offer from my contact at HP telling me there is nothing else they can do. However, I want someone to explain to me from the community or another HP consultant why the following person was given this fix free of charge but not me. This is the EXACT same issue for an identical laptop. This is also another person outside their warranty. I must say that it almost seems like I'm speaking with a robot. I don't know if I am truly but I'm including some messages for the community to pass judgement on.

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https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/TouchSmart-m7-j010dx-Hinge-Bas...

Messages received from my HP contact

3.) Hello Tobias,   Thank you for that information. As the unit is out of warranty XXX days and you are entitled to out of warranty support at this time. I am happy to extend an offer of a 30% discounted repair of $XXX.XX, costing $XXX as a one-time exception. HP is not able to offer anything beyond this offer.    Please let me know if you would like to proceed.  

2.) Hello Tobias,   Thank you for that information. As the unit is out of warranty XXX days and you are entitled to out of warranty support at this time. I am happy to extend an offer of a 30% discounted repair of $XXX.XX, costing $XXX as a one-time exception.   Please let me know if you would like to proceed.  

1.) Hello Tobias,   Thank you for that information. I am happy to assist. While researching the warranty of the unit I see that it is XXX out of warranty. With that being said I am happy to extend an offer of a 30% discounted repair of $XXX.XX, costing $XXX.   Please let me know if you would like to proceed. 

[CSstudent]

Update:

ANOTHER whole day without a response. Losing faith in HP to be honest.