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‎10-30-2024 11:35 AM - last edited on ‎10-30-2024 12:52 PM by Retired

HP Recommended
Product: HP ENVY x360 Convertible Laptop PC 13-bd0000 (172M7AV)

A hinge in my laptop has snapped off during normal use. I have contacted HP as my laptop is covered by warranty. Without seeing the laptop they assigned my case to cosmetics issue category, that is not covered by warranty and it’s classed as user damage. Cosmetics issue - imagine a portable device that can not be closed and taken with me because of manufacturing defect, they called as cosmetics! They refused to proceed with free repair under Manufacturing defect and never shared report with me. As per their process I can’t re open escalation with them and I don’t know that was even done and on what basis they assumed i have damaged the laptop  if they never received my laptop to establish whether the internal hinge damaged was done because I don’t know how to close a laptop. Maybe i should watch a video on YouTube how to close HP laptops as maybe i have been doing it wrong all my life!  I found on their community page lots of people complaining about same issue on the same laptop model. I paid lots of money for product that didn’t last for reasonable time. I bought it in January 2023.

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