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CarlaMaria Tutor
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HP Envy Touchsmart 15
Microsoft Windows 10 (64-bit)

I've had my HP Envy for two years. I am the sole user of this laptop. The left hinge broke after a few short months. It was stationary -- on a desk and never transported, therefore never dropped and obviously defective. I was told that hinge replacement is not covered under warranty, so I made the decision to tolerate it since I didn't want to be without it for an indefinite period of time and also felt the estimated $250 in repair was unreasonable.

 

A few weeks later, the right hinge broke causing a significant separation in the case. This past weekend, the keyboard began to fail. Some of the letters do not register and have to be copied and pasted (you can appreciate how long it is taking me to write this!). I took it into a repair shop today hoping to have a replacement keyboard installed and was told they would not be able to help me because they felt they would not be able to put it back together as a result of the damage caused from the failing hinges. They felt the best option, all things considered, would be to purchase a wireless keyboard and resign myself to the idea that what I have here is a desktop.

 

HP... take responsibility for these failing hinges without your normal fee. You created a DEFECTIVE product with a substandard design, rendering an otherwise fantastic laptop useless. This is a widespread problem that should not have to be accepted from customers who are investing over $1000 in this product.

26 REPLIES 26
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Message 2 of 27
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@CarlaMaria

 

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).
 
Thank you for visiting the HP Support Forum.
I work on behalf of HP
CarlaMaria Tutor
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I've sent emails and left a phone message.  Neither have been returned.  Hopefully I can anticipate a resolution soon?

CarlaMaria Tutor
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Thank you Jeffrey for your courtesy and professionalism in facilitating a resolution.

Llorenspat Top Student
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Please help I have the same issue with my envy touch smart 15.
Retired Omar-E
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@Llorenspat

  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). If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.

I Work for HP
D3ADM4N Tutor
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My left hinge on my HP Envy 17" broke today when I opened it.

 

I have taken very very good care of this machine since I paid around $1000+ for it.

 

This is crap. The plastic that holds the brass inserts for the hinge screws fell all to pieces. If they won't recall them or do something to fix it I'm done. I have been buying HP's for years.

 

It's sickening to say the least.

 

I7, GeForce, maxed memory all in a piece of **** case. I am highly highly disappointed right now.

stephanie_j Honor Student
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I have this same problem with the left hinge ! It has seperated the plastic and will not open or close properly ! 

 

 

Retired Omar-E
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@stephanie_j

  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). If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.

I Work for HP
Intern
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Message 10 of 27
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I have the same issue!

 

HpHingeGate!

 

They put me in contact with support via e-mail but they seem like they are unwilling to resolve our hinge problem.

 

They want us to pay for a defective design.

 

Cmon HP call for a voluntary recall,or atleast offer us a free repair for your bad design!

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation