HP Envy 13 Hinge Problem

[AndyCou]

Purchased my HP Envy as a gift for my Son to take to his first year at University.   Within 6 months problems started with the hinge and the case started to separate and make cracking sounds when opening and closing screen.   There was no accidental damage just normal use.   We even purchased an official HP case to look after it.    When my son returned from Uni the notebook was 1 month past it’s 1 year warranty period.    HP have agreed to do a paid repair.    Now,  to my horror I notice all over the internet similar cases of the same issue happening.   This is clearly a manufacturing issue and there should be a free repair or recall.   How are HP getting away with this?  Has anyone had success with getting a resolution without spending hundreds?  Thanks!

[praveenbv]

Hi@AndyCou,

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

[emzed]

I have the same issue, noticed it after six months of use and now when I turn the laptop on it's even showing vertical lines on screen for 1-2 sec after the Hp logo comes. My laptop is six months past warranty and this sucks. Payed so much for this device. 

[AndyCou]

Unfortunately,   this is not really a solution to my issue.   It is easy just to say contact us and then charge me for the repair.  My comment on the discussion related to why so many Envy laptops have this problem and HP are not accepting responsibility for faulty goods.

[praveenbv]

Thank you for waiting! I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send us a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

It's been a pleasure interacting with you and I hope you have a good day ahead.