Hinge Again

[Crackscreen]

KNOWN HINGE PROBLEMS. 

I am writing to you trying to fix my laptop. This is also a support experience. My HP envy 17.3 laptop that I purchased from you online on 07/08 /23 broke a hinge and cracked the display, knowing that my warranty expired some months before this I thought I would fix it myself. I took it apart and found the plastic mounts on the top cover had broken on both sides. I found a top cover online and thought I could still use the screen that had a small crack on the edge but still worked fine. I put it all back together and thought I had fixed it for about $50.

I was wrong, after some time the small crack took off across the screen like a chip in a car windshield on a hot day and being a touch screen, it had a mind of its own and clicked all different places across the screen.  At this point I decided to find a new display and went to the HP parts website and for some reason it was unorderable.  By this time, I had read about the hinge problems with this computer online, which ironically doesn't come up when you search HP laptop problems. I didn't know how the hinges work before I took the laptop apart and I thought they were a little bit tight because the laptop was new and would loosen up after some use. I now know this was never going to happen. 

I decided to call the support line tell them what happened and ask if I could buy a new display from HP. The man I spoke with said no I couldn't, but I could mail it to them, and they would fix it for $550.  I said i couldn't do that and just wanted to buy the screen and he said i would need to talk to a supervisor for that. I said okay lets do that. Supervisor gets on the line and I tell him that I don't want to put that much more money in this laptop and I was already having a problem with the keyboard dropping and that is a known problem as well. So, I guess he thought he was cute when he told me i could send him the computer to fix for $550 or he could sell me a display for $650 which is ridiculous.

Support labelled my my case a screen problem even though i told them the hinge caused it.

After thinking about it a while now this is what I think is going on. Some people believe this is a design flaw, but I don't.  I think mine is a hinge adjustment problem. Please know it's hard for me to believe this is true but because the fix is so easy It has to be by design. Your engineers know how much torque adjustment the hinge needs for whatever size screen its installed on and they also know what torque adjustment will last an average of a year or two or three or whatever they want before it breaks the plastic. I know this because I adjusted my hinges when I replaced the top cover on my own laptop and I know they will now last forever unless they are abused.  If I know this they know this. I believe you all know this and that is why the supervisor was so smug and thought it was cute telling me $650 for the unorderable screen.  It's obvious HP knows about this and doesn't care. The HP support website has page after page of hinge complaints and thousand of people reading them.  If HP didn't want this to be a problem, it would not be a problem.  HP should be standing behind the product and fixing it.  From my side it looks like HP sets a certain percent of product to do this, and I got one of the bad ones.  I hope I'm wrong, but I feel like you stole my money and want to steal more of my money by making it unreasonable to get parts to fix the problem. If HP really can't figure out how to make this problem go away they can contact me because it would be easy to do with little cost.  I won't hold my breath.

I have been happy with HP products over the years and it's disappointing to see this company move this way and from the things being said on the internet it looks like it's hurt the company's good name already. This should not happen to so many after only eighteen months of normal use.   HP should make exceptions to warranties in these known hinge issues.

If there is anyone that can help me with this problem and restore my faith in this company I would greatly appreciate it if you would contact me. Telling me to contact Best Buy isn't going to help me.

Thanks

[Deep_World]

Hi ,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

Sorry for the inconvenience caused.

Thank you for taking the time to provide such a detailed account of your experience with your HP Envy 17.3 laptop. We sincerely apologize for the frustration and disappointment this situation has caused. We completely understand how upsetting it can be to encounter a hinge failure that leads to further damage to your display, especially after attempting a repair on your own.

We want to assure you that we take situations like this seriously and we appreciate your detailed insights regarding the hinge mechanics. Your feedback about potential hinge torque issues and the difficulty in sourcing replacement parts is valuable, and we apologize if your interactions with our support team left you feeling unheard or unsupported. This is not the experience we want for our customers.

While your laptop’s warranty has expired, we want to explore options to assist you as much as possible. we would like to gather a few details from you:

The serial number of your HP Envy laptop.

Any order or case numbers related to your previous support calls.

Photos of the damaged hinge and screen, if possible, so we can assess the condition.

Once we have this information, we can check for:

Any available service options under quotation for out-of-warranty repairs.

We truly regret the inconvenience and expense you’ve experienced and want to restore your confidence in HP. Your loyalty over the years is valued, and we are committed to working with you to identify the most practical solution for your laptop.

Kindly share the Serial number and case id and pictures In the Private message. 

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

You can use this link as well: 

Private Messages - HP Support Community

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

[Crackscreen]

These people have their marching orders on hinge problems. They  make it sound like they can do something to help you if you send them a private message when they really have no ability to do anything for you materially. They volunteer free labor to HP and I'm sure they are very nice people with good intensions but no authority to really help.  When you send them all the info they ask for you get a canned response  saying contact the real HP support or an authorized dealer usually a Best Buy. 

I posted the private messages I received from Deep World here after sending my serial number, case number and pictures and they deleted my post. I'll see if they delete this one. 

One message said that it looks like you have a damaged display as if I didn't know that already. The other message said call HP with the directions to call them that actually takes you to online support sales or that I could call an authorized dealer, i.e., Best Buy. My detailed original post informed that I had a damaged display caused by hinge failure and the HP support supervisor arrogantly want's $550 to fix it or $650 for the part so why would I call them again? No help for warrantee, no help on how to reasonably buy parts just a complete waste of time. Deep World said they were thrilled to have the opportunity to assist me and provide a solution. The response sounded good and then zero solution's or any help offered. HP want's this and they have no intention to make it right.  

This entire HP hinge experience is obviously sleazy corporate dishonesty.