HP Envy broken hinge

[Sian171]

My husband and I purchased two HP Envy laptops in January 2021with a two year warranty.   The hinges on each laptop broke within a few weeks of each other, after the warranties expired.  Both laptops were well looked after, never dropped and exactly the same thing happened to both.  We opened the lid, heard the crack, a screw on the left hand side popped out and the screen cracked on the bottom left hand side.  

I have contacted customer support, who are familiar with this issue yet want to charge us in excess of £400 to repair each laptop.

I strongly argue that this is a design issue, described many times on this forum and that HP should recall this product.  It is grossy unfair that customers have to pay for a HP design fault.

One customer service rep suggested I extend the warranties by one year as this would mean that the repair cost is lessened - but this website does not allow me to extend the warranty either.

I am furious.  We bought from the HP brand believing that we were purchasing high quality products.  This has proved to be a false belief and the customer service support is also lacking.

I urge this community to refrain from buying this product until HP has corrected their failures. 

Can customer service reach out to me with a resolution?  

I wait to hear.

[A_Gayathri]

Hi @Sian171, 

Welcome to the HP Support Community

I understand you are facing an issue with your HP Envy broken hinge. Not to worry I will help you to get a resolution to resolve the issue.

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

Gaya1238

HP Support

[Sian171]

My private message suggests that I contact customer support again, by phone.  I have already posted in my original message what their response has been - that I spend another £800 on repairing our two identical laptops.  This is not what I expect and I am not satisfied. 

Would customer service kindly post the email address of the head of customer service please?  I am sure I will not be the only dissatisfied customer who wishes to contact them.

Thank you.

[Sian171]

My private message suggests that I contact customer support again, by phone.  I have already posted in my original message what their response has been - that I spend another £800 on repairing our two identical laptops.  This is not what I expect and I am not satisfied. 

Would customer service kindly post the email address of the head of customer service please?  I am sure I will not be the only dissatisfied customer who wishes to contact them.

Thank you.