HP Envy Broken Hinges Absurd Amount of Money for replacement parts to fix design flaw

[Concerned2day]

I have had my HP Laptop for 14 months. The top has always been very tight when opening and closing, and has always made a popping sound when opening. One time when I went to topen it, it made a very loud crack and the right hinge broke. Yes it just had the warranty expire, and now HP wants to charge me just to ask support a question. How and to whom do I contact with HP to express my disappoinment and anger this hapened to a relatively new computer? I saw online someone had filed a class action lawsuit on the very same problem, as far back as 2009. This tells me HP has been aware of this for a long time, but now I seem to be cheated by them.

Can someone please help me contact HP about this without having to pay? Thank you,

[danny-r]

@Concerned2day

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

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

Thank you for visiting the HP Support Forum.

[Concerned2day]

Thank you very much for your quick reply!

[Adam32]

Hello Concerned2Day, sorry to hear about your bad situation, my computer at least made it a couple years before my hinges went.  From your description it sounds like your situation is very similar to mine with the knurled pieces pulling out of the plastic. When HP contacted me after the same canned response I essentially got a marketing person who was offering me a discount on a new computer or HP item from the website. I was offered a slight discount for repair at first but that was later retracted. The only thing I can tell you if you are out of warranty yout will also most likely be offered a deal that involves you spending more money for an engineering defect that has been aparently been going on for years and years. Hopefully your situation will turn out different but I doubt it. Read and search and you will find out very few get any sort of appropriate action that an engineering defect deserves. My laptop is stil going strong with the epoxy, nut, and screw. I am now shopping for a new one which I will purchase on Black Friday. Customer care / service will be at the top of my list when making my choice. I will not go through this again. Good luck and I hope you have a better turn out than I did.

[Concerned2day]

Well I most certainly learned what not to say on the forum. I've had several posts red flagged. Di you get a chance to see my pics yet? Is this the same thing that happened to you. It also seems like a safety issue to me, and I say that with experience in the field. I wonder if HP should put out some kind of safety alert or bulletin? I wouldn't want to see someone loose and eye or the tip of a finger in the hinge. I know the metal hinge smashed my index finger when I was trying to pry it open. Thank you.

[Adam32]

Hello Concerned2day,

I did not see your pics, did you upload them to this thread? In terms of a safety bullitin / alert, (or a recall which is typically done when a product defect is discovered) I would not hold your breath. My laptop is quite old, just for laughs I googled some of the newer models like mine and they are plauged as well. Unfortuately there is no good answer or solution for your problem. This has been a problem years ago and still is. You just get to sit there angry, feeling taken advantage of and ripped off, and there is really nothing you can do about it except to vote with your dollar for your next computer. Some will try and discredite, downplay, and minimize your situation and your feelings of discust, anger, and sadness as you realize how the wrong will never be made right.

I will keep an eye out for your pictures

[Concerned2day]

I had all posts with pictures removed by a moderator. To make my situation worse the wireless card stopped working so now I'm having to use an external WiFi USB adapter. All of this and I purchased my HP the end of July 2017. I'm getting a new computer next Friday and I'm afraid to say which kind, otherwise they will pull this message. I just wish I could share my pictures with someone.

[Adam32]

Were the posts just pictures?

[Adam32]

A Laptop should last longer than a year ish, I am guessing the support person who contacted was of no real assistance?

[Rick611]

Hi Adam.  Have you had any luck  with this issue.  I am looking  for a class action myself or possibly initiating it if I can find an attorney to take it,     I can repair most things  myself as well  and like you when I actually  got the hinge cover  off and saw how much tension  was built into the hinge I realized it was designed to fail  because  the plastic  didn't stand a chance.  They hope to get past  the 1 year mark  and then  charge you ridiculous  fees to repair them.  i'm buying  Apple  next time  like everyone suggested but  for now my screen and case are taped together while I decide which way to go on this.