HP Envy laptop hinge issue worst laptop

[Nilesh_Asnani]

This is the case of how HP is manufacturing poor quality laptops now a days and looting customers by not fulfilling its advertised warranty policies.
I purchased the HP premium range Laptop (Model HP ENVY x360 Convertible Laptop-15-bp051nr, hardware serial number [Personal Information Removed], Laptop cost 890$) in USA on 24/10/2017 along with HP care pack (HP 3 year with accidental Care, purchase order number [Personal Information Removed], Care pack cost was 164$ ). Thus, the three-year accidental warranty on my laptop is valid till 1st November 2020. This can also be verified on HP USA support website link https://support.hp.com/us-en/checkwarranty.
Now I am residing in India. On 27th September 2020, I noticed some Hinge issues in my above-mentioned HP Laptop. I immediately registered a complaint Case number [Personal Information Removed]for this issue to HP USA support team (HP representative Mr. MD Shamshad with[Personal Information Removed]) on 27/09/2020. Mr. Shamshad has told me that this laptop can be easily repaired under warranty (three-year accidental care pack) at any HP authorized service center in India and he also shared this WhatsApp chat transcript to my email.
I registered a complaint case number [Personal Information Removed]for this laptop issue to HP India support team (HP representative Mr. Krishan with [Personal Information Removed]) on same day 27/09/2020. Mr. Krishan told me to send the invoice copy of Laptop and care pack purchase along with pics of the Laptop showing the damaged portion. I immediately sent the email to HP India support team along with all required documents on 27/09/2020 itself.
On 1st October 2020 at 15:44, I received a call from Mr. Rajendra Kumar from HP India support team. First, he tried to fool me by saying that the reported laptop issue is a “field usage issue” and not covered under warranty. Then I asked what the definition of “field usage” and he replied how we open and close a laptop. I told him that I am using this laptop for three years and I know perfectly well how a laptop have to be used. Then, I told him, I purchased accidental care plan for my laptop and even accidental damage should be covered in this plan then how a regular “field usage” could not be covered under it, Then, he accepted his fault. I have audio recording of this conversation with me. Thus, We can see how HP support team is fooling their customers by first selling extended warranty at high prices with extraordinary claims of customer satisfaction and later on when customer face any laptop issue then just try to escape from it by using any technical jargon (i.e., field usage etc.). HP support team, please tell me why a customer should purchase accidental care pack plan/ extended warranty if you are not ready to fulfill your highly stated promises.
Today is 04/10/2020 and even after passing of 6-7 days my complaint is still not resolved. I tried to contact HP support India team many times, but they are reluctant to solve my laptop issue. The worst part is that HP India support team is telling me that warranty is not showing in their database. So, I told them that I have already sent them the care pack purchase invoice details and they can cross-check it and also they can check the warranty status of laptop on the above mentioned HP USA support website link ( where it shows an active warranty). I told them they can communicate with HP support team USA for verifying and updating the warranty details in their database. But they told me that I have to again contact US support team and they have no mechanism to communicate with their US counterpart. It is ridiculous that in this new-age communication era, an Indian and US HP support team are not able to communicate with each other to solve a customer issue.
At the time of purchasing three year HP accidental care pack, HP US team has committed that I can avail this service in all the countries where Envy laptop is marketed but now both Indian and US support team are blaming each other and not willing at all to solve my laptop issue. Now, Indian HP support team are telling me to talk to US HP support team and similarly US HP support team is telling me to talk to Indian HP support team. If this is the case, then how HP can commit that it can provide Global warranty. I did not expect such a rude and unprofessional approach from HP support team towards their customers.
I have invested 164$ to purchase accidental protection care pack and now I think that it was a bad idea to purchase HP laptop and HP care pack as this company is looting their customers and even not ready to fulfill their commitments. Only less than one-month warranty is remaining to my laptop and HP support team is just wasting this time so that warranty gets expired and then they case easily say that product is out of warranty.
HP is marketing Envy range premium laptops both in India and USA claiming that the quality of laptops are excellent but I searched on the internet and found that many customers have reported about Hinge issues in HP Envy laptop (anybody can check it by just googling HP envy laptop hinge issue on internet). Thus, now a days, HP is manufacturing a poor-quality laptop and claiming it to be superior quality laptop and charging a high price from customers. Now I do not recommend any body to purchase HP laptop.
Thanks and regards
Nilesh Asnani
[Personal Information Removed]

[Kumar0307]

Hi @Nilesh_Asnani

Welcome to the HP Support Community. I understand your concern and 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:

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

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