Help! HP Envy 360 Temperamental Keyboard Connection leading to bigger things...

[Heard1996]

HP ENVY x360 Convertible 15-ee0xx 

Issue; Temperamental Connection between keyboard to screen/ Screen Break when opening Laptop/ Trouble with a HP Retailer/ Warranty Query

Hello, I am in desperate need of advice and assistance. UK Based but due to pandemic I cannot get through to anyone! If you have a contact for the UK I would happily sort there rather than on this forum but I have no other option available at present. Apologies for the length - I needed to add in some context.

I bought a HP Envy 360 in August 2020 with the aims of building up my portfolio. Working on a computer as a day job I didn't want to sit on my laptop in the evenings so I didn't get a chance to really use the laptop until the Christmas holiday when I had some time off work. Having owned the same Apple laptop since 2009 I found the mouse track pad on the Envy to be over sensitive and sometimes temperamental/ feeling a little uncalibrated, but put that down to getting used to a new interface.... 

28th December 2020 (laptop just over 4 months old) and I opened the screen and heard a small break as I lifted the lid. A break spanning about 3 inches max had appeared just above the right hinge. Having used the laptop for a total of around 16 hours at this point and it living practically in the box/ on my desk until the Christmas holidays I cannot say this was due to overuse. The touch screen no longer worked to the right of the break, rendering a third of the touch screen unusable, and that evening I couldn't use the keyboard at all - would not register my fingerprint, type my password and last resort the power button didn't work.

Following the advice from HP online help page, as I had bought the laptop from PC World/ Curries, I spoke to a customer service advisor from there. I was under the impression that the fault was hinge related causing pressure on the screen as I had been experiencing oversensitivity on the trackpad/ mousepad prior. I stressed that the laptop was temperamental/ felt uncalibrated, but usable for the time being, but as I was within warranty I may as well get it fixed. 2 weeks later I was faced with a bill of £280 as the KnowHow Team had taken one look at the laptop and determined accidental damage due to the crack. I had asked another customer service advisor if the keyboard connectivity had been tested and they said that they could see the crack and determined this was the only cause of the problem. My laptop was returned to me and the crack had since grown to 16 inches in their care with it now not 'fit for purpose'. PC World/ Curries team have asked me to either contact HP as the manufacturer (which is deflecting responsibility) or ask an independent computer repair shop to evaluate the cause - the latter I am sure would invalidate my warranty all together.

I need a resolution. I have searched through this forum and can see countless other reports of the screen cracking in the same place (by the hinge) through no fault of the owner. Had it not been for the pandemic I would have taken my laptop into store and maybe resolved the issue, but I am left with an expensive paperweight with the workability of an upset toddler. The laptop can, on occasion work, but when it does it has very limited use. I have stopped using it to prevent further problems.

I know I have 7 months left under warranty with HP and have seen the HP limitations when it comes to breakages. Apart from the break in the screen, there is no damage at all to the interior exterior of the laptop. For having only owned this laptop for just over 5 months I do not think that is a reasonable amount of time to break under regular use, never mind minimal use. I have no intention of treating this otherwise beautiful laptop as gold for it was bought as an investment in my future. Please help me with this issue as I have lost total confidence in PC World/ Curries and am swiftly loosing confidence in HP which I thought was a reliable and sturdy brand. 

I hope to hear from someone on the matter. I will also be in contact with PC World/ Curries, but as they have asked me to contact HP as my next port of call, I must check all boxes. I can provide photos, proof of purchase and contact details upon request.

Kind regards,

Georgia 

[KrazyToad]

@Heard1996

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