HP Notebook case separating and warping when opening and closing lid

[CoolDadTx1]

The notebook was bought in March and it started out fine. However now whenever the lid is opened the black top starts to separate from the bottom of the case. The further the lid opens the worse it gets to the point where the bottom is flexed to the point of breaking the ethernet port connector. Once the lid gets about 75% open the case returns to mostly normal but going any further in either direction causes the problem again. 

The only workaround we have right now is to leave the lid open at the angle that allows the case to not warp. But this isn't a long term solution and this notebook is 9 months old so this is clearly a defect and not user error.

I cannot find any screws or anything else that would cause the case to separate like this. On the back you can see inside the case where the lid mount is and you can see the bottom of the case separating from the top where lid joins the case. Short of taking the case apart I don't see why this would be happening.

[erico · Accepted solution]

I highly recommend that you contact official HP support by using one of the options provided at the document in the hyperlink.

https://support.hp.com/us-en/contact-hp/product/hp-17-by1000-laptop-pc/23238505/model/30138471

[HorssenPower]

I have the same kind of problem. Also a 17inch HP Noteboook.

Is your problem solved?

What is/was the solution?

[CoolDadTx1]

I contacted support. It took 20 mins of me sending them pictures for them to understand. I had to email them to a support email address and then it took a good 10 mins for the email to route to the agent. A really poor system. Their chat doesn't allow screen shots or file uploads. Really bad chat system.

After they got the pictures I sent they agreed it was an issue and offered to fix it for a price. I told them it should be covered under warranty since the notebook was 9 months old. They argued that the laptop was over a year old. I then had to send them proof of purchase date. After that they agreed to fix it for free if I was willing to be without the computer for a month. Or for ever increasing prices I could get it down to 3-4 business days + covid delays. Since this particular computer was scheduled for downtime until end of year I went the free route.

Not really happy with HP support policies. I cannot confirm whether the fix is good or not as I haven't gotten the computer back yet.