My laptop hinge has gone loose, without any physical damage or jerk from my side.

[AKASH97]

My laptop hinge has gone loose, without any physical damage or jerk from my side.

I registered a complaint [edited], against which it was falsely informed to me by your representative (Sanjeev [edited]) via email that their technician visited my place and found that the damage was due to unintentional damage.

Please note that none of your representatives have ever visited my place or checked the laptop and are telling lie. Also there has been no intentional or unintentional damage done by me. I am a technical person and have researched this issue with your laptop well. There are hundreds of similar issues posted on your website by users across the world, and this is very well known that there is a quality issue with the hinges. I care share lots of such posts from your forum, if required,

My laptop is still in warranty and any quality issue what so ever must be taken care by your company free of cost. You see a hinge is not that costly part of a laptop, but it is a point of ethics that how you take care of your customers when a quality issue arises.

I have use lots of HP products and have never found such poor response from your team.

Falsifying the facts and deceiving your clients/customers is not a good practice and you must address it on top priority.

I request you to go in depth of this issue and resolve it on priority.

[kevin-t]

@AKASH97

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.

[AKASH97]

HP 15 AC028TX MODEL POOR QUALITY HINGES ISSUE. Logged my complaint weeks before here and with the customer support representative , even I had communicated with representatives for the tightened hinges of my laptop but the issue is not yet resolved .

I usually have desktop to work on but for sake of HP if I am taking: as I use laptop 5 days in a week and it about 2years and 9months old. So as per little calculation it about 990 days =141 weeks =705 times my used my laptop if I use it once a day = 1410 times if I use it twice a day.

NOTE TO BE WRITTEN (WHEN A COSTUMER IS WISHING TO GO FOR HP) “HINGE WON’T LAST FOR 1400 TIMES OF OPENING AND CLOSING FLAPS”

Why should a user spend money on buying things which are failed due to HP poor quality?  

On July 2018 the moment I tried to close the flap I found space near the Hinge and found Hinges had tightened. The same very moment I registered complaint with HP.

Why it just happened? Just because of the poor quality of hinges not because of the users fault. Hinge is fixed inside the laptop and is not-where in touch of the user. 

HP costumer support instead of sending the service agent asked me work as service agent and send them photos of that broken hinge. I send them the photographs. I followed up at every point with the HP representatives till yesterday 3rd July 2018. Requested them to send a service-agent to check my laptop and to fix the broken hinges. 

I got reply from CASE MANAGER, INDIA COSTUMER RELATIONS as it’s a case of unintentional damaged of hinges, bezel and the back cover and hence it won't get covered under warranty and the replacement will be done on a paid basis.

How will a user can come to know about the tightened hinges unless and until user will open the flap? The tighten hinges create tension (at joint of hinges with the screen panel) might because of which it caused damage to bezel and body as what HP support is claiming.                    How can HP claim it is an unintentional damage if it not even in reach of the user.

The normal user(who doesn’t have power to see future) can’t guess for the tightened hinges unless he open the flap and which can cause damage to the bezel and body. There are numerous case filled all over HP sites and forums against the poor quality of hinges. Every laptop user is well known how much pressure is allowable over the device. Even there are cases when HP had replaced the hinges and the damage caused by hinges.

Now with the days passed the hinges get stiffened enough that if I might try to close the flap down it will crack the LCD display for sure and to which HP will again claim as it won’t be covered under warranty and unintentional damage to physical body.

If hinges are not in touch of a user from outside then how a user can damage it intentionally or unintentionally. It’s all due to the poor built quality of hinges. In my case the right step that had to be taken by COSTUMER SUPPORT was to send a service-agent to me instead of finding the damage over the photographs. If this is a new way adopted by HP service to solve such issues of photographs then thumbs-up to HP SUPPORT.

And the most important part: What is the use of extended warranty to a user? Extended warranty will not cover the physical damage. But if there is no damage done to laptop by the user … failure of hinge is not a damage but it is the functional failure of the hinge which is not in touch of user. Then how is can be intentional or unintentional damage?

Rejecting my issue can be the easiest part that can be taken by the HP. I am HP user since 2004 when the HP had flourished all over the market with its products and best class services. Now in 2018 things have changed I guess.

Not taking care of user with such genuine problems of poor quality hinges HP is losing its customers and also creating image or irresponsibility towards the user. Launching new series of OMEN won’t be fruitful if HP won’t take care of its present users.

 I hereby request HP to take serious action against the poor quality of hinges and to kindly replace my hinge along with the damages part caused by poor quality hinges which are bezel and back cover.

AKASH CHATURVEDIstiffened hinges damaging the bodydamaged hinges

[Huffer]

We got the idea. Your chances to get help do not increase the more you write and repeat your point. Did you ever get a PM from the HP Support people?