HP Envy Touchsmart 17 is there a recall for loose hinges and broken backplates

[Dave-m]

HP Envy Touchsmart 17, model: m7-j120dx, product: e8a11ua#aba. My friend, who is wheelchair bound, asked me to check out his laptop because the hinge was loose.  Upon examining it I see that the hinge appears to be loose and seperating the back and front so that there is a substancial gap. There are loose parts inside as it rattles when you move it around. When his laptop started giving him trouble from this issue, he set it aside and went out and bought a new HP Touchsart 17 at full retail price and started using that. Now his newer Touchsmart 17 is doing the exact same thing. He told me that his current laptop is still covered under a Geek Squad warranty but the warranty on his old one has expired since he put it in the closet and did nothing with it.

Looking online about this issue I see thousands of customers having identical issues. I am thinking this is a material defect issue if there are this many loose or broken hinges/backplates.

My friend is a trusting individual who doesn't want to point out a problem. PURCHASED TWO OF THESE AT FULL RETAIL PRICE!!!

I told him he should get his current laptop to Geek Squad ASAP because they will repair it for him.

My question is: Is there a recall on these or is HP standing behind this issue in any way? I really don't think he should just accept that his laptops fall apart and he goes and buys a new one.

[kevin-t]

@Dave-m

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.

[Dave-m]

I just got off the phone with an escalation specialist. She said that she didn't know of a problem with these computers and this one is past end of support so there is nothing they can do about it.

When I read online about thousands of these computers doing the same thing, I am sure that I am not the only one to report this.

I can only assume that they are told to deny the problem until it eventually goes away.

The solution to resolve this is to tell people to never buy HP products.

If there is a defect, they will deny that it exists.

[Adam32]

HP refuses to take responsibility for their defective hinge / case design, defective hinge posts pop up multiple times per day, as consumers we vote with our dollars, use your next vote wisely.

Here is a link to my thread, there is a lot of information, pictures, documentation of my response from HP representatives, disassembly tutorials etc. Check it out and pass it on if you like:

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Envy-Broken-Hinges-Absurd-A...

[Makakilo]

I am curious if this issue has been adrressed in any way by HP.  My 3 year old HP Envy 17" laptop has developed the same hinge issues.  Opening the laptop now causes a separation on the lower case and it appears the brass inserts have separated from the plastic hinge.

[Jacky-D]

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 Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.