Pavilion right hinge broke

[Misstina]

The right hinge recently broke/stopped functioning on Pavilion laptop, where it is stuck in the upright position.  I am under extended warranty for pickup/return, but the 1st box sent to me from HP was already lost by fedex.  Mailing a laptop in the upright position could result in more damage and seems impossible at this point, along with the risk of fedex losing the laptop.  I plan to pursue a repair at an authorized repair center, but HP could not confirm if I would be charged by the 3rd party site, or if HP would cover the expense, since I am still under warranty.  It seems odd that HP cannot answer this and it is not clear why HP would not "cover" this repair by a 3rd party, when it is already been approved as a "repair under warranty".  Has anyone else experienced something like this with their care pack warranty?  It sounds like the hinges are a common defect on various models and very disappointed that is broke in my 2nd year of this laptop.  Thank you!

[Dilip_18]

@Misstina,

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing Hinge issues screen is coming off on the HP Pavilion Notebook. It is a hardware issue on the PC. If you take the PC to any 3rd party authorized repair center and is not covered by HP warranty. 

As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers and should be able to sort this out. HP provides repair or service options for out of warranty products as well. Hence I encourage you to contact HP support for all warranty service options.

Please reach out to the HP Technical Support team in your region regarding the service/replacement options.

Follow the instructions below to reach them:  

1) Click on this link - https://support.hp.com/us-en/contact-hp 

2) Select your product type below.

3) Enter the serial of your device.  

4) Select the country from the drop-down.  

5) Select the chat or get phone number options based on your preferences.  

6) Fill the web form and proceed further.  

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

For any hardware issue or repair please click on the link Phone Assist Worldwide

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[Misstina]

FYI: 

There is a class action lawsuit specifically for multiple defective HP hinges, just like the situation I posted about on this community.   I was fortunate to still be under warranty to have this taken care of, but it was a very difficult process communicating with HP for weeks, without progress and ultimately bringing this to a repair center that I could trust.  I am sorry, but contacting HP Support was not successful in this situation and would encourage other users to seek out these pending lawsuits to share their details about their defective hinges. Thank you

[Dilip_18]

Hi@Misstina,

Thank you for responding, I appreciate your time and effort.

I sincerely apologize for the experience that you had with our customer service team. Going forward, we are going to take steps to ensure that this situation does not happen again. 

Please feel free to contact us here anytime you need any further assistance.

Have a great day!