Broken same hinge for second time within 4 years

[Greg347]

Failed Hinge Repair   

On 4th August 2020 I purchased a HP 17-ca1027na Full-HD Laptop computer for £699.

Within the 1-year initial warranty period the right-hand hinge on the computer failed. The hinge was repaired  by HP and computer returned to me on 20th July 2021.

I am sorry to report that the repair was unsuccessful as the hinge has failed again. The hinge has now failed twice in less than four years of ownership.

The laptop has only been used in my house and has always been handled carefully. I noticed that the hinge became more stiff to open as time went by until it broke the computer housing that retains it. I am now unable to close the laptop for fear of the hinge causing more damage to the laptop.

I consider the double failure of the hinge mechanism within four years is due to unsatisfactory quality of the hinge mechanism in my laptop and has made my computer not fit for purpose as a laptop. Also, the average life of a  HP hinge mechanism of less than two years is unacceptable to me.

I want to contact HP, preferably via email, to ask them if they will agree to fix the hinge again for free as their original repair has failed.

As the computer is out of warranty, I have been unable to find a way of contacting HP via email and I ask if anyone knows how this can be done?

Regards,

Greg347

[Nal_NR]

Hi @Greg347,

Welcome to the HP Support Community. 

I'd be happy to help you!

I understand that this is a Hardware issue. Since the unit might need repair, I would request you to contact HP Phone support who can schedule a repair as per the warranty and the issue can be fixed.

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Greg347]

Further to my original message on 1-July 2024 about a failed hinge, HP directed me to speak to their technical support department about the problem.

At 4.20 pm on 3-July 2024 I spoke to a female called Likhita at HP technical support.

She confirmed that due to the age of the laptop, HP would not provide a free repair. She also implied the hinge probably broke due to the way I opened the laptop and this is rediculous as there is only one way to open a laptop.

I have found out that this failure is common in HP Laptops and due to their service response will not buy another HP Laptop. 

Apparently a class lawsuit is being prepared against HP for this common failure and I will look into joining it.

Regards,

GREG347