broken hinge on HP ENVY m7 Notebook leads to cracked display

[gb2]

Hello -

My HP ENVY m7 Notebook is still under warranty. The left hinge has been bulging for months, getting worse and worse, until finally, the display has cracked.

The touch display started exibiting problems before the display cracked. It would self-select randomly in a virtical line on that side of the display. I now suspect the faulty hinge was putting pressure on the display causing the issue.

SInce I am still under warranty, a couple of months ago, before the display cracked,  I reported this along with battery issues. I could not send the computer in for repair as it is my sole work computer. I paid for someone to come out and fix the battery, but the home visit would not work on the faulty hinge and problems it was causing the display.

Now - the display has cracked because of this issue, which I did not expect would happen. I am told this is not covered under the warranty, of which I still have about 40 days of coverage. They want me to send it in for paid repair. This does not seem right to me, as I believe the issue is due to the faulty hinge.

Is there any form of appeal to get repair of this honered by the warrany? I have a video I took before the screen cracked demonstrating how the touch display would self select along a vertical line.

Thanks -

Gabriel

[Huffer]

You watched this problem develop, you knew it was getting worse and you kept using it. Of course the guy who came out to fix the battery could not work on the hinges because that was not on the ticket. You could have sent it in (not sure what they would do with the hinges). This whole thing it seems to me is a classic example of failure to mitigate damages. But I will ask the moderators to escalate and there may be something HP will do for you. Good luck. 

[rick-s · Accepted solution]

@gb2

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.

[gb2]

Thanks to HP Support for working with me to resolve this issue. The hinges and display are replaced, and the lap top is good as new.

[eagle62]

I too have developed this problem.

Can you assist me with this issue?

[rick-s]

@eagle62

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 Community.

[eagle62]

Thanks you very much, I will watch for a message.

[bcolbert]

I have the same issue with my laptop, however it was purchased in 2015 and is therefore out of warranty. 

I have spoken now with 3 representatives and 1 supervisor who have been transferring me around, not telling the next person what the issue is, and now the supervisor is telling me that "if this was a manufacturer defect, it would have happened from day one. Now, that just seems ridiculous. He's also suggesting that I spend $1000 to just get a new laptop.

All I'm looking for is someone that can help me and tell me how to get my computer fixed. Now this latest representative is telling me the managers aren't available on the weekends.

Is there anything I can do? 

[Huffer]

If you are prepared to have it fixed with your own resources post back. If you are still looking for HP to fix a 4 year old laptop then just keep talking to them through support channels. 

[Eki2]

Hi BColbert,

I wouldn't give up that easily. I've done this twice, once indeed in the beginning due to a problem on the device that HP fixed. A second time this year when I broke the display at my own fault (pencil between the keyboard and the display at closing..). I took the laptop to a Company that fixes displays on smartphones and computers (IFIXIT in Brussels, BE) and they ordered the piece from HP and replaced it for a total of 380€).

Try that kind of a solutionm

Eki