HP Envy Hinge Issues - Has HP acknowledged this is a known issue yet? (5+ years and counting)

[ThatGeekGirlAU]

Judging by the forums (with over 2000 separate instances of HP Envy Hinge issues) has HP formally acknowledged that this is a clear and definite design flaw/defect/manufacturing issue in the Envy series?

My own notebook has succumbed to joining the ranks of being an "affected unit" despite normal usage, never dropping it, low-transport (and in the rare case it ever did get moved only in an expensive protective laptop-specific leather bag).

The hinges have finally after a few years of normal usage at a desk (well supported) given way, causing the screen to drop, it's unable to stay up on its own, the top and base casing has come apart, the reinforcements can be seen through the cracks in the unit casing, the charger point now does not stay in (as the force from the gap being too wide pushes it out), the battery thus does not charge anymore or retain charge (i.e. removing the power cord makes the unit shut down, despite that the battery states it's at 100% charge - it clearly isn't actually charging), the ethernet point is pulled apart and not usable, and both sides of the unit now are gradually becoming more and more compromised.

Has anyone ever actually received an appropriate outcome? A fix that is permanent and will not put the unit through a cycle of repeating the same hinge failures? Or has anyone successfully had HP take responsibility for this clearly demonstrated flaw, and provided a replacement/offer of an equivalent unit that does not feature these defects?

I rely, as most people do, on my laptop for work, study and home management. My laptop is otherwise immaculate despite having it for years. Australian Consumer Law intends to protect consumers from these types of shortfalls and failures to remedy the issues with companies like HP, but I am interested to know if anyone personally actually has ever had any success in receiving an acceptable outcome.

RIGHT HINGELEFT HINGE

[ThatGeekGirlAU]

Also for info - purchase was July 2015 (just shy of 3 years with no issue).

I do not have the technical "know-how" to perform a repair myself, especially given it impacts the charging, the ethernet, the screen (i.e. line from digitizer ribbon) and the chassis. 

It's also not considered my responsibility to repair under Australian Consumer Law. Regardless of warranty status there are statutory rights to this extent here, and 2-3 years is not considered the "expected life of a laptop" considering its purchase cost and nature of the item, i.e. a $2000 laptop is expected to last longer than a $10 calculator. A reasonable person defined under this law would consider a high cost item like a laptop to last upward of 5-6 years with normal use with consideration to the cost.

Under Australian legislation regarding consumer protection on these matters out with usual warranties, Australian Consumer Law/statutory rights clearly outlines:

• are of acceptable quality - the goods must be safe, lasting, have no faults, look acceptable and do all the things someone would normally expect them to do

I believe the hinges are a definite identifiable fault. This opinion is shared by contact I have sought with the Australian Competition and  Consumer Commission. Furthermore, "lasting" should consider the price and the nature under normal use. ❤️ years is not considered "lasting" when these factors are taken into account.

It is stated by the ACCC that as a manufacturing defect or fault/design flaw, Australian Consumer Law further protects the consumer in Australia under the following terms:

• Some goods may fail to meet one or more of the consumer guarantees due to a manufacturing defect or issue that would otherwise be the manufacturers fault. The consumer can ask the seller to provide a remedy, and the seller is required by law to oblige.

I will update to advise if anything is upheld by HP, however judging by the 4000 posts about hinges in general - I am not holding my breath, blue's not my colour.

[ThatGeekGirlAU]

Could do with a little help from @JeffHelp!

[kevin-t]

@ThatGeekGirlAU

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.

[ThatGeekGirlAU]

Thank you, I have forwarded relevant details to the representative.

I've also engaged with our ACCC/ACL board.

Regards

[ThatGeekGirlAU]

White line due to compromised digitizer ribbon from hinge failureLaptop will not stay open beyond this angle

[ThatGeekGirlAU]

I am STILL waiting for HP to respond. Customer support officer Alex T. has already escalated this to HP as has Jeff. Alex has sent reminders. Still no response. I need a repair/replacement ASAP. This is interupting my ability to work, study and manage our household.

I'd appreciate HP remedying the issue ASAP.

[ThatGeekGirlAU]

Still no response...

[ThatGeekGirlAU]

Unacceptable HP!

I finally received a response from Shravan at "HP Premium Support" and I am extremely angered and upset by the response.

"This mail is in regards to case:[removed per Rules Of Participation]  which you had reported issue with Hinges and Display on HP ENVY TS 15-j007AX NB PC ALL

We have reviewed the case and the images which was shared by you. And also we had elevated this case to L2 team and its confirmed that the issue is due to User Induced Damage

Hence service will be on chargeable basis, please revert to this mail if you wish to proceed with the service on chargeable basis"

This issue was NOT caused by “user induced damage”.

This is caused by, like over 4000 people between 2013 and 2018, the design flaw/manufacturing defect of hinging, housing and construction of this article is prone to and/or results in such damage. The weight of the screen is not able to be retained without strain on the hinging until such a time they “give out”.

[removed per Rules Of Participation]

I would appreciate it if HP could please be encouraged to arrange a replacenent of an equivalent unit (including the premium upgrades i.e. SSD, better processor, better GFX card) in a model that does not feature the design flaw/manufacterer's defect, or refund of the original release purchase price with consideration of these premium upgrades. I intend to remain persistent and vocal until an appropriate remedy is reached.

[ThatGeekGirlAU]

This is such a known defect that a person has created a step by step:

“How to Fix” guide proving its manufacturing defect – which is all well and good for people who are technical and have the ability and money to fix it, but not good enough for those who do not.

Again, this is a clearly evidence design flaw and manufacturing defect incurred during normal use. You have enough precedents to prove it is such. Stop refusing to remedy this laptop and citing “user incurred”. User incurred means “I caused the damage”.

This guide proves why the damage is due to HP’s design.

http://www.halloweenaddiction.com/HP_Envy_15T/How_I_fixed_my_HP_Envy_15T_Broken_Hinges.pdf

I require a replacement or refund under Australian Consumer Law. I will persist on this matter to this extent until achieved. Clearly it is reasonable for me to have no confidence now of a permanent fix or repair even being possible given the defect will remain and a fix will only be a temporary solution until it happens again.