HP Envy 13 ah0002 (2018) - Squeaky Lid - Hinge - Gap in the body

[an_anang]

This was purchased in the month of June, 2019. Off late, for the past week, I started hearing a clicking sound when opening the laptop lid. On further inspection, I found that there is a gap in the body just below the charging port. I did some research and found that it could that the screw may just have to be tightened. I removed the bumper and lifted up the white strip and tried to tighten the screw. The screw fails to go in or to come off. It just rotates in its place. I started holding the area when I open and close the lid and the problem seems to be worsening by the day.

Reading the forums, I found that this is a fairly common issue. Like others, this unit has not been subjected to any drops which could have caused this issue.

I have purchased this device in UAE and had to move to India in the recent time. The standard warranty has global coverage and expires in less than 3 weeks.

 I have tried using the HP Chat and they have been dismissive at the least and the quality of response received from HP has been disappointing at the very least. I am at a loss as to what needs to be done here and this is the device I use to Work From Home. HP, Please help !

[Riddle_Decipher]

@an_anang I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[an_anang]

@Riddle_Decipher Thank you for taking this up and for your reply. I have sent the relevant details to you on the private message and trust that you would have received them. I would like to bring to your attention that the case number mentioned was given on the third try and not before that. It took me about 4 hours to get the ticket number. Hence, the frustration.
I hope I get a resolution for the same at the earliest.

[Riddle_Decipher]

@an_anang Thank you for the details, I have forwarded the information to the concerned team and they will get back to you on this, shortly! (Expect a slight delay though, due to the covid-19 pandemic)

 I appreciate your patience and I hope you have a good day, ahead!

[an_anang]

So, this is what happened:
June 12, the technician visited the place. As expected, he was not able to open the unit. He further stated that the colour of the part received is golden, whereas my laptop is silver and would need to be changed. He also took the laptop to his service center to open the screw using a tool. I asked the technician to ensure that no further damage is caused to the laptop.
When returned, the technician stated that the laptop is going to be in the 'open' condition till it is fixed in the next 3-10 days depending on the part availability. He delivered the laptop at the doorstep and handed me some screws (which I seem to have misplaced over the period of the last 2 + weeks). 
On further inspection, I found that the laptop has been damaged, the top cover above the right hinge is bent and the laptop seems to have been improperly handled. 
On 24th of June, I received an email stating that the laptop has been 'unintentionally' damaged by the customer. that is me and I will be charged for the repair. 
If it was indeed my fault, sure. I will pay for the repair. But, in this case, it is not. 
All this time, my laptop has been lying unused and it is in the same 'open' condition. 
I was given a time of 15 days to respond. My queries to the partner were directed back to HP during with the case number (which you can refer on your own) has been closed without intimation to me. 
Notice the protrusion on the rightNote that the screws are missing and so is the bumperThe hinge is clearly exposed and the gap is increased due to mishandling

Picture of damage attached. Note the scuffs on the silver hinge cover which have been caused by the partner and were not there prior to the receipt of the laptop.
I understand that this is a business, but, I expect HP and their partners to be scrupulous in their dealing with the customer and not pin their issues on the customer. 

I am completely at a loss here. I am frustrated, confused and feel cheated with this interaction. 

I also contacted the Whatsapp support today morning who gave me an interaction number and asked me to contact some higher up team and gave their phone numbers using the closed case ID.

I am not sure what to do here. I believe in HP as a brand which is a testate as this is my 3rd HP laptop. I had switched from Lenovo due to service issues in 2012. Now, I am facing even worse issues here.