04-12-2016 07:35 PM
I bought an Envy Touch laptop 15 months ago ( 3 months past warranty) The hinge is defective and cracks and splits from the bottom panel every time I open the screen. I've already sent it in to be repaired a couple months after I purchased it. But then it breaks again...and again. The product is clearly defective. Numerous other people have complained about it, as well. HP customer service is a joke; it seems like once your warranty expires you can't reach anyone. I'm an attorney and look forward to suing HP for products liability. But in the mean time, does anyone know the best way to fix the hinge issue? is there a secret way to actually reach someone at HP? A place you can recommend I take it to be repaired?
Thanks for any help!
Solved! Go to Solution.
04-12-2016 07:42 PM
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 serial numbers and case details.
If you are unfamiliar with how the Forum's private message capability works,this post has instructions.
04-14-2016 09:56 AM
*Just wanted to update that I'm very pleased with HP's response! Within minutes I was contacted by a moderator, within 24 hours I was contacted by another HP rep who took my info, and I just receieved a call that they will be mailing me a box to repair my laptop at no cost to myself.
So thumbs down on HP as a whole for using defective hinges that they know are defective and have been threatened with lawsuits since 2008 and for their previous shoddy repair that lasted barely a month.
But big thumbs up on the HP staff for their efficient and friendly service to fix the error...again. (and of course I fully expect to have to have it fixed again in another month and then another after that)
04-18-2016 12:05 AM
I'm also having a problem with the left hinge on my Envy TS 17 laptop. I've never dropped this laptop - in fact, it hasn't been off the desk in months. But now when I open it, I hear a crack and have noticed that the case is separated in the corner near the hinge. I'm really disappointed to learn that this is a common Envy problem and would like to be able to get it fixed - preferably by me. Please let me know what I need to do in order to get this taken care of. Thank you!
04-18-2016 07:43 AM
I work on behalf of HP
04-20-2016 09:38 AM
I am also having the same issue with my HP Envy 15t. The computer is in fine working order but it appears the hinges have come undone from the bottom and the screen is no longer stable. I am concerned that because of this defect further damage will result. Help please!
04-20-2016 01:48 PM
I work on behalf of HP
05-21-2016 08:06 AM
I have the same problem. I bought my HP Envy Touch laptop on December 2014 and noticed a couple of weeks ago that the hinge on the left side is also defective. Can you help me too?