HP 13 Envy Hinge Issue

[Ellie_M65]

I bought my HP envy 13 in February 2021 as I am a postgraduate student. I got this laptop with the intention of it lasting me throughout my PhD, unfortunately it’s only lasted me just over 2 years… a few days ago a screw fell out of the area the hinges should be on the laptop, and through some research I have realised it is the hinges, and this is a common manufacturing and design defect of the Envy’s! And in 2021, they had a class action lawsuit against them in the US due to the hinge issue! This has caused part of my screen to effectively come away from the backing, leaving a small gap when the laptop is open, and I have been advised to keep it open, as any pressure on the back will cause my screen to crack. I went to curry’s who estimated the repairs would be £210+ (they would take the laptop for 28 days!),  a private company estimated it would be around £200 if they was able to access the part (entire back panel of laptop) and HP estimated it would be £315+. While I was at curry’s, the sales person showed me around some alternatives for laptops, as I have no choice but to buy a new one as it would not be economical to do so, and he showed me the new envy, but became rather embarrassed when he realised that the show model was suffering from the same problem as my current laptop! I am really disappointed in the customer service at HP, I, like a lot of other customers have spent a lot of money to buy the envy’s, and didn’t expect to have to buy a new laptop after only two years of having it. I am now in the frustrating situation where I need a working laptop and one that the lid can be shut so I can go to uni, but cannot use my envy so I’ll be forking out for a new laptop, and have a perfectly good laptop (which can’t be shut) sat in my office! 

[Nal_NR]

Hi @Ellie_M65,

Welcome to the HP Support Community. 

I'd like to help!

To fix this issue, you will need additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

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[Ellie_M65]

Hi Elohi, 

You mentioned in the direct message I would need to contact HP support. I have contacted them, on a few occasions. They quoted me £315 for a repair due to hinges breaking, I messaged them again hoping to get somewhere because despite my warranty being out of date, I still have rights under the Consumer Rights Act 2015. HP are still insisting I am not eligible for a replacement or free repair, so I’m currently waiting to make a formal complaint. 

[sandytechy20]

@Ellie_M65 

Welcome to the HP support community.

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