HP Pavilion Hardware and Software Failure - Does HP Test Their Products Anymore?

[Jboc]

Hi All, I am hoping you can help me. I am a long time fan of HP products and buy myself a new business laptop every 2-3 years. Sadly for one reason or another they never make it more than 2-3 years. This time however I a quite disappointed and hoping someone can bring this to HP's attention. 

I bought this HP Pavilion - 15-cs0057od less than 2 yeears ago. The upgraded hardward looked beautiful and so I bought two more, one for my Dad and another for my daughter. Within 30 days of using it the regular "sleeping" mechanism that will often throw your computer into a temporary slumber until you touch the mousepad again, was not working and causingn me MAJOR ANGUISH! Instead, after being idle for about 10 minutes, my computer screen would go black but the computer wouldn't sleep or allow me to turn it back on, no matter if i touched the mousepad, the keyboard or anything. I was forced to power it down and restart it. 

You can imagine that running a business often has me distracted by other tasks and 50% of the time I'd show up to find my computer stuck in this locked state, overheating the laptop with the screen off and no way to turn it on without a forced restart. Often losing saved documents and then waiting 5 minutes for the reboot. THIS is a nightmare and I've been trying to get HPs attention on it for a while....glad to finally have found this platform and hopefuly SOMEONE is listening. I asked my daughter and father whom I bought the same and they both said they had a similar issue but not quite as bad as mine. 

THEN the straw that broke the camels back is that a few days ago I was opening the latop as usual and the hinge wasn't opening properly and was splitting the corner of the screen. This fancy new hardware and hinges must not have been tested thoroughly because all i did was open and close it maybe twice a day (its usually open) for a little over a year! and the hinge is cracking and splitting my screen!.

It's not even a 360 flip laptop. The interesting thing  is when I saw the way the screen was designed - it was purposefully built so the bottom of hinge manipulates itself against the surface below and I wondered if it would cause issues later...I said "HP must have reinforced it, and now we are here :("

Usually I replace my computer because after 2-3 years it gets slow or due to the wear and tear its time for a new one. This time it was clearly a manufacturer defect and a poorly designed or tested product, or my specific laptop had a defect while being manufactured, it happens. My product is just a few months out of warranty, yet I have suffered with the blackout issue for the entire time and now this hinge problem. I would like HP to stand behind their product this time and be in touch to make this right. Covid has not been easy and I'd prefer NOT to have to purchase a new computer right now, especially less than 2 years of owning this device. HELP!

Best,

Josh

[KrazyToad]

@Jboc

Welcome to HP Community

I have gone through your Post and I understand your concerns and frustration

I will escalate your case to HP's regional escalation team and a case manager will reach out to you

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Thank you

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