HP Envy broken hinge......

[brightscot]

I have a HP Envy laptop, roughly 15 months old and under warranty: as I opened the lid a few weeks ago there was a loud cracking noise from the left hinge so I closed it again. As I closed it some small bits fell out of the hinge area and a metal plate kind of popped out leaving the screen hanging off on one side. Naturally I contacted HP to have it fixed as it's under warranty but I've spent the last two weeks in protracted discussion as HP have accused me of "clearly" using "force or misuse" to cause this. Opening and closing a laptop lid isn't exactly a difficult skill and I seem to have managed pretty well over the last 20 years in not damaging any of the laptops I've used so I am completely bemused as to why HP think I am responsible for the damage.

Further to this, I've Googled "HP laptop broken hinge" and there are countless cases of EXACTLY the same thing having happened to other people with exactly the same response from HP: not our problem!!

What is the point of having a warranty if HP can simply absolve themselves from responsibility by saying "you broke it"?!

HP quoted me £315 to fix it; they then sent it back to me with a BROKEN SCREEN which it didn't have before (I have before and after photos)!! 

They have now stopped responding to my emails...

• Any ideas how this might be resolved?

[Dilip_18]

@brightscot

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

I see you are experiencing Hinge issues with the HP Envy Notebook. It could be a hardware issue on the PC. I sincerely apologize for the experience that you had with our customer service team. Going forward, we are going to take steps to ensure that this situation does not happen again. 

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. HP provides repair or service options for out of warranty products as well. Hence I encourage you to contact HP support for all service options.

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. 

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