Chassis broke for a bad design. Still under warranty

[Tarquiscani]

Good evening,
I have an issue with my laptop (HP ENVY 17-ae142ng). In the first year after the purchase the chassis started to break near the right joint of the screen. Initially it was just a small problem, there only was a small space between the upper and the lower part of the chassis. But nearly three days ago, when I simply closed the screen, the space became a complete failure and the laptop nearly broke in two parts with the screen joint escaping from its location, as you can see from the images below.
It's important to highlight, as you can see that from images, that the laptop has always been treated with extreme care, almost like a relic. It has no single scratch. The problem arose from its normal use and it's probably due to a bad design of the chassis, too hard joints placed in a too soft environment.

I called the italian branch of the customer service and I asked for a reparation, since I'm still covered by warranty, but they refused to help me. It's quite an absurd treatment. If a company put on the market a flawed product I'd expect to be at least helped. Moreover this is a high end laptop and I'd expect a customer service of the same level. The risk of shipping a flawed product is on the shoulder of the company and the risk of a malfunction is already within the price.

I hope to receive a better service in this international service and see my rights respected.

[Dragon-Fur]

@Tarquiscani 

You are right to believe there is no Community solution for this.

As well, we cannot speak for decisions made by HP Support.

That said,

• I will submit a request that someone take a look.

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[Tarquiscani]

Thank you for clarification and help.

I think it's really a shame that the customer service doesn't want to repair a product under warranty. Anyway it seems I found a solution with the seller (Amazon) that offered me a full refund. I only feel it's just a waste to throw away a fully functioning product that need only a small reparation. But that's just the way it is

[Dragon-Fur]

@Tarquiscani 

You are welcome.

Good that you found an easy solution.

Stay Safe.

Thank you for participating in our HP Community .

We are a world community of volunteers dedicated to supporting HP technology.