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SebLee
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Message 1 of 10
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Solved!

Faulty hinge and screen bezel

HP Recommended
Pavilion Gaming Laptop 15-cx0xxx
Microsoft Windows 10 (64-bit)

This seems like a pretty common issue, I see at least 3 other posts with the same problem.

 

After about a year and a half of infrequent and careful use, the plastic in the hinge seems to have cracked and, as well as making the laptop impossible to close, is pulling the screen bezel off with it.

 

Is there somewhere I can get a replacement part for this and repair myself? I saw on another post that it costs over $300 for to repair this and I think that's insulting for what is clearly a design flaw or manufacturing defect on an already expensive gaming laptop.

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SebLee
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Message 7 of 10
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Judging from my experience so far with HP support and reading reports from the many others who have had the same issue it seems HP has absolutely no interest in helping people out with a problem that is obviously a design or production fault on their end.

 

There is no official repair service in my country, no parts for me to attempt repair myself, and the most helpful comment was an offer for a third party service.

 

I'll be getting a quote from Currys for a repair this weekend, and if that's prohibitively expensive I'll just have to buy a new laptop - I won't be getting another HP product and I will be actively recommending that others don't.

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Huffer
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You can certainly find parts but you likely need new hinges, a new base assembly and possibly a screen housing back piece. These are pricey in and of themselves. I have done this repair on quite a few laptops and have answered dozens of these questions and am ready to help anyone who wants to do the repair but only one or two Users have ever decided to go forward with repair once the scope of the job becomes apparent. Post back if you want help. I do not work for HP by the way. 

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praveenbv
HP Support Agent
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Message 3 of 10
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Hi@SebLee,

 

Thank you for posting on the HP Support Community.

 

Apologies for all the inconvenience

 

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

 

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution

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SebLee
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It's not an option in the UK. There's two options on the support website - have it repaired by a third party or a link back to this forum.

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praveenbv
HP Support Agent
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Hi@SebLee,

 

unfortunately, don't have the third party details, We can help parts 

 

 

You may order the replacement parts on the HP Parts Store, use the HP Parts Surfer to find the part number and If you've already looked for it and couldn't find it on the HP Parts Store, you may want to get it locally at the online store such as Amazon or eBay, etc...as the part numbers are universal. 

  

Alternatively, I suggest you talk to HP support and discuss your options, follow the below steps to get started: 

  

1) Click on this link

2) Click on Sign-in or select the product using the below step: 

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Click on "Show Options". Fill the web-form, to populate a case number and phone number for yourself! 

  

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, here's how private messages work: Click here for details.  

 

Hope this helps! Keep me posted.  

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

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SebLee
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I can't find any parts whatsoever from the link you provided, either by the name of the product, my serial code or product code.

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SebLee
Author
Level 1
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Message 7 of 10
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Judging from my experience so far with HP support and reading reports from the many others who have had the same issue it seems HP has absolutely no interest in helping people out with a problem that is obviously a design or production fault on their end.

 

There is no official repair service in my country, no parts for me to attempt repair myself, and the most helpful comment was an offer for a third party service.

 

I'll be getting a quote from Currys for a repair this weekend, and if that's prohibitively expensive I'll just have to buy a new laptop - I won't be getting another HP product and I will be actively recommending that others don't.

Was this reply helpful? Yes No
Lorenzo2107
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Message 8 of 10
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just google hp parts store and it should be the first website and click on that and then enter your devices serial number wait for it to load and then you’ll see the parts for that device 

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SebLee
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Message 9 of 10
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Searching for the product name, code or my serial number returns 0 results

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Lorenzo2107
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Message 10 of 10
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then i guess your out of luck 

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