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Hinges are the cause of the damage the external structure of the laptop

HP Recommended
HP 14-cm0015la
Microsoft Windows 10 (64-bit)

Hello.

My case is this: 1.5 years ago I bought 2 computers of the same model, 14-cm0015la, one for may son and the other for my personal use. after maybe six month of use, the computer of my son start with a problem, that we didn't know the cause of it. The problem was that the external structure of the computer beside the hinges had broken, an the screen star to wave. When I contacted to HP support area, they only said that the damage was for a bad use of the computer, but it didn't be true, and didn't accept the case. Then I decide open the computer to evaluated the cause of the damage, and found that the main cause was that the structure that supports the thread where the screws adjust were broken. For this reason we decide stop using that computer, and consider it a total loss.

 

After a few months the second computer star with the same problem, but in the case I noted the problem soon, and I can evaluated the problem. It was the same cause, the structure that supports the thread where the screws adjust were broken beside the hinges.

 

I don't know what to do, I had tried to contact HP but the company not respond, and I am thinking that I have to consider this computer a total loss too.

 

Can you give a suggestion what can i do?

 

Thanks.....!!!!!

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HP Support Agent
HP Support Agent
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Message 2 of 4
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@JulioCC

 

Welcome to the HP Support Community. 

 

We shall escalate this case.

 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thank you for visiting the HP Support Community.


I am an HP Employee

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Hello! In your last communication, you said that I could got the answer to my case  in 3 or 4 business days. Well, had been past more that that time and I continue waiting for that answer. Would you tell me how can I fix my machine, where I can get a new external structure (plastic housing) for my two laptops?

Thanks!

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HP Support Agent
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@JulioCC I know that's a long wait time, however, there seems to have been a delay due to the pandemic affected areas, although, I have sent out another message to the concerned team to get this sorted ASAP, and they should contact you, shortly.

We appreciate your patience, thank you!

Riddle_Decipher
I am an HP Employee

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