HP Envy Broken Hinge - HP won't send me my box

[Mnmclean]

I called HP over a week ago to ask them to send a box so I can ship my laptop away for repair (for a repair that is due to their faulty engineering on a less than 6 month old laptop). I let them know on the phone that I would need a box big enough to fit my HP envy fully open because it is unable to close or flip into tablet mode without the screen snapping off due to this manufacturing error. They sent me a box that was too small so I called them back two days later to request and appropriate sized box. This one never arrived. Called them again Monday this week for a bigger box, and once again never arrived (no tracking numbers were sent for these boxes, only the first one). Just tried calling them AGAIN and they bounced me between departments until I was hung up on. I am now over a week without repair for a care pack service that I paid hundreds of dollars for. if you are reading this and thinking about purchasing an HP laptop - RUN. 

(additionally, the "HP employees" that reply to these threads state that they will be private messaging with help and guess what - NO MESSAGES ARE RECEIVED AT ANY POINT). 

[Dilip_18]

Hi@Mnmclean,

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing Hinge issues with the HP Envy Notebook. I apologize for the Inconvenience.  

As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers and should be able to sort this out. 

Please reach out to the HP Technical Support team in your region regarding the service/replacement options.

Follow the instructions below to reach them:  

1) Click on this link - https://support.hp.com/us-en/contact-hp 

2) Select your product type below.

3) Enter the serial of your device.  

4) Select the country from the drop-down.  

5) Select the chat or get phone number options based on your preferences.  

6) Fill the web form and proceed further.  

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. Check next to your profile name, you should see a little blue envelope, please click on it.  

For any hardware issue or repair please click on the link Phone Assist Worldwide

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.
Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[Mnmclean]

I have already contacted the support team by phone THREE times as listed above. 

[Dilip_18]

Hi@Mnmclean,

Thank you for responding, I appreciate your time and effort.

I apologize for the experience that you had with our customer service team. As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers and should be able to sort this out.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!