Recalls or known HInge defects in HP laptops

[Rahul861]

My laptop that I bought in August 2018, started breaking apart due to just everyday normal use upon opening and closing, The hinge is broken and tearing the whole frame apart. My touch screen also broke . From what I see, this has been an ongoing issue in many of the HP laptops. I expected more. Spent a good deal more on this one, thinking it would last longer. I have never dropped or done anything to it physically. I take very good care of it. I feel HP should stand behind their product, and fix or replace this for me. One year of owning and using just on a daily average basis, with no harm to it, it is just unacceptable. I know the one year warranty ran out  as soon as I realized the problem was just going to get worse. But do they not have pride in their product, or own up to their defects in quality? I need some answers. I can't even get a number of email to actually speak with a live agent. The virtual assistant is absolutely no use in this situation. Has any one else had problems with these hinges. It seems to be more than just this model on the reviews that I have been researching. PLEASE, help me out if you have any info that could help. Thank you for your time

[praveenbv]

Hi@Rahul861,

Thank you for posting on the HP Support Community.

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution

[Rahul861]

Hello,

I had visited the HP - service center - The repair cost was told almost half the price of the laptop. I asked if i can get the screws for the hinge. I was told no sorry we can't give you screws. I had to get it fixed without screws from a local shop outside. 

Is this aftersales / customer support which is being provided by HP for some manufacturing defect? 

I am exasperated with the service and have made many rounds with the laptop many places. Please tell me how do you compensate for this and how do you provide a solution with direct contact ?

Please also ask partners/ service centers to be helpful and provide solutions . You need to train them more on customer support and services!

Awaiting still a solution.

BR

Rahul

[Rahul861]

Hello HP,

Still awaiting response from your side.