HP Pavilion Gaming cx0056wm Hinge Broken Again

[M1ke_017]

The hinge on this laptop broke previously after making creaking and cracking noises and the screen started to separate from the bezel.

I went through HP to have this repaired and now less than a year later the hinge seems to be breaking again. I am tired of this persistent issue and it seems to be very common with these laptops. It is creaking again and I can see the screen separating from the bezel again. 

I worry HP will not repair it even though this is clearly a defective or faulty part seeing as it has broke, been replaced, and is now breaking again. I am extremely turned off from ever buying an HP product again and I think HP should do right by their consumers in fixing this issue. 

Is there any solution for this?

[praveenbv]

Hi@M1ke_017,

Thank you for posting on the HP Support Community.

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution

[M1ke_017]

The only options given to contact support are to use these forums, which I have, or to use a paid phone service. 

I had this problem before and HP was supposed to have repaired the problem. Now under a year later, the hinge is broken again. This is a common problem with these laptops. The hinge is clearly defective and/or the repair was done improperly. I am not paying to talk to an agent when this problem was caused by defective parts or an improper repair was done. HP should do right by the customer and take responsibility for their faulty products. I may end up filing a claim with the Better Business Bureau and try to get it resolved there. 

Also, the last time I sent my computer in for a repair (for this same issue) it took almost two months to have it repaired and now the same part has failed again. 

[praveenbv]

Thank you for waiting! I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send us a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

It's been a pleasure interacting with you and I hope you have a good day ahead.

[M1ke_017]

It has been two weeks and I have not heard anything from HP. Praveen please respond to my direct messages or on the post. 

[M1ke_017]

Update on 9/18/21

I was told to send information to a HP support agent which I did. He told me he sent my information to the "appropriate team within HP" and that I would be contacted in 2-4 business days. I was not contacted for weeks and when I asked the agent about it, he told me to send him the same information again and would not tell me anything else. 

[M1ke_017]

Update on 9/19/21

The HP support agent who has responded to me on this thread has sent me this exact message four separate times despite me saying I have already provided this information multiple times:

"

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).

Please provide the below details -

First Name:

Last name:

Country:

Case Number:

Email address:

Telephone Number:

HP Model number:

HP Product Number:

Product Serial Number:

Description of the issue:

Let me know.

"

I have provided all this information and the agent just keeps copy/pasting the same message in my private messages and will not actually address any issues.  I would really like to contact a different agent.