HP ENVY 6 1090ee - Broken Left hinge

[anand602]

I bought HP over Acer, Lenovo and Asus because i believed that the one thing that HP offers each time, is exquisite build quality. However, today I was met with a nasty surprise. The left hinge (one near the power button) has seemingly come undone, as if on its own. 

Surprised as I was, I contacted technical support. Surprise Surprise, my warranty information is wrong. Ive lost out on half an years warranty services. 

FLASH BACK: DUBAI - Notebook bought on the 3rd of Feb, 13 - High hopes.

SKIP TO PRESENT: INDIA - Broken hinge and warranty lost.

So I took a deep breath, and opened up the trusty HPSA again, informing the specialist about my "mistaken date of purchase" (note, I am in India at the time). I am informed by the technician that i have to "contact the HP tech assistance in UAE to rectify the issue."

STRIKE ONE.

So, everyone knows how "good" the waranty services in India are. I remember having an old all in one HP printer. The printer malfunctioned, so we took it to the closest "Authorised" HP service centre. The first day we went, we werent given any "service". The next day we went, they claimed NOTHING under the warranty covers it. They could be right, but oh well, we paid for rectification.

So now I'm feeling like its going to be a repeat of the last time. And its funny, since I have found A LOT of people with the same problem. I dont want to rubbish the customer support, BECAUSE I HAVE SEEN THEM HELP OTHER PEOPLE. The sad part is that these people are mostly from the States. 

Maybe its not justified, but it always seems like the developing countries get the worst of both worlds. We are the highest consuming population, yet we get the inflated prices (which I know are due to a lot of factors outside the control of the company) and poor service. 

I cant believe that there is not a single HP service centre in Mumbai is, well, purely HP, and not a 3rd party "authorised dealer". I guess cant do anything about it and maybe I write this in vain, but if someone is listening (or reading), can I suggest atleast have ONE non third party service centre. It'll help a GREAT deal.

I hope someone can help me.

Ak

[AxshunJaxun · Accepted solution]

Hey anand602, 

I'm very sorry to hear that you're having this issue. I have forwarded your case to the proper department. You should hear from someone via private message in the next 24-48 hours. 

To check your private message, login to the HP forum. There will be an envelope in the top right corner next to your username. 

[Gaurav1234]

Even I have the same problem with the right hinge with my ENVY 6 laptop. I had give it for repair at service centre in pune. I  hope it gets resolved. 
Product no. for  my laptop is B4P25PA#ACJ 

Serial No. is[Personal Information Removed]

[RedRose0528]

Gaurav1234.

If you wish you are more than welcomed to keep the thread informed on the procedure.

Please respond back at your earliest convenience.

Thanks 

[RaptorJ]

Hi!

How did HP solve this problem for you?

I have the exact same problem (I don't even need to upload a picture of my Envy 6 cause it is exactly the same as the picture above).

I live in Malta (EU) and every 'service expert' listed by HP in my country is rejecting to fix my Envy 6 (and I am actually offering to pay!). They are claiming that they cannot even get me the parts or check what parts I need for my Envy 6 to get it fixed.. Is this true? That an HP 'service expert' is not even capable of fixing an HP Envy 6?? Sounds ridiculous to me..

Thanks

[Gaurav1234]

Hi, I had similar problem with my laptop. And it got resolved. I went to HP service center and told them the problem. Initially they were reluctant to to fix it saying that it is damage and is not covered under warranty. But I argued saying that its rather a part failure because laptop never faced any accident to duffer a damage. The hinge at the right side had gone stiff on its own to cause damage to delicate assembly. He took the laptop saying he has to check with HP whether such damage is covered.

They resolved the problem replacing the part and i got back my laptop after 3 weeks.

Thanks to HP. 🙂

[RaptorJ]

Hi,

Thanks for your reply however I am hoping for an HP rep to reply to me since this was an international purchase and my local 'HP service experts' do not want to service my Envy 6...

Thanks however! 🙂

[HandyAndy14]

Hi RaptorJ,

I have sent you a Private Message, respond back to me as soon as you get the chance.

Thank you,

[IROIREK]

Dear HP expert,

I have the EXACT same problem with the HP-ENVY-6 and its' left hinge.  It's quite disturbing that the problem seems to appear for many users of this particular model and that in Poland where I bought my laptop the technical support literally ' blew me off' with saying that the broken hinge was mainly casued by the innapropriate usage of this computer ( I'm sorry , what ?  especially when it's still on the warranty ) and that they kindly offer help right after I pay approximately 335$. 

The photo that @anand602 posted clearly shows the flaw and the state of my computer as well. 

Polish HP technical support have generated the email which had nothing to do with the problem by saying that they won't do anything about my laptop until I pay 335$ !  

How is that acceptible that consumers trust the  HP brand which is very popular and should be trustworthy and get treated like  idiots. I belive that it's only the Polish service center where they basically have no respect to the customer and would only want to rip us off of our money. 

Hope to recive proffesional response on behalf of HP team. 

I.P.

[IROIREK]

Dear HP expert,

I have the EXACT same problem with the HP-ENVY-6 and its' left hinge.  It's quite disturbing that the problem seems to appear for many users of this particular model and that in Poland where I bought my laptop the technical support literally ' blew me off' with saying that the broken hinge was mainly casued by the innapropriate usage of this computer ( I'm sorry , what ?  especially when it's still on the warranty ) and that they kindly offer help right after I pay approximately 335$. 

The photo that @anand602 posted clearly shows the flaw and the state of my computer as well ( exept mine is now completely broken now) . 

      Polish HP technical support have generated the email which had nothing to do with the problem by saying that they won't do anything about my laptop until I pay 335$ !  

      How is that acceptible that consumers trust the  HP brand which is very popular and should be trustworthy and get treated like an idiots. I belive that it's only the Polish service center where they basically have no respect to the customer and would only seek the opportunity to rip me off of our money. 

     I hope someone can help me because as for right now I'm very dissapointed and left witout my laptop.

I.P.