Left HInge Breaking on 17 in laptop

[SheldonSp]

My laptop, which is out of warranty, has a left hinge that is breaking.  I have seen cases logged as far back as 2009 about this so HP has known about it for over ten years.  It happens on various models.  When I tried to use the virtual agent (twice) to get a case logged all it told me was that i was out of warranty and would not assign a case.  So I called HP and the reps I talked to insisted that the only way to get a case was through the virtual agent.  They could not (or would not) transfer me to a supervisor claiming that working from home they did not have that ability.  I work for a much smaller company and we can transfer calls so I don't believe HP does not have the same capability. Totally unhelpful and caused no end of irritation.  HP is not standing behind their product and they should have never sold this one with this design flaw. 

[praveen196]

@SheldonSp Welcome to HP Community!

I understand your concern and 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 Community's private message capability works, you can learn about that here.

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

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