Refusal to honour warranty claim

[MWC6]

My HP Envy laptop left hinge popped out putting pressure on and damaging the screen. About 2 weeks ago I opened my laptop to do some work and herd a pop then cracking sound, I could not close it properly thereafter. I phoned HP Customer Care and it took them about 2 weeks to reach a decision, they judged that there was no such problem with this laptop model despite there being many complaints on HP Community. They came to the conclusion without evidence that I had damaged my laptop therefore they were not going to repair it. I have attached a copy of the email they sent be below,                                                                                                                                                                                Greetings Mr ......................

Following a thorough investigation conducted by our technical team, I wanted to update you on the findings regarding the issue with your device. After carefully analyzing the situation and excluding other potential causes of damage, we have determined that the dysfunction is classified as Customer Induced Damage (CID).

As per our policies, issues categorized as CID do not qualify for a free of charge repair, as they fall outside the scope of standard warranty coverage in this link HP PCs - Damage not covered by the HP Standard Limited Warranty | HP® Support. We understand this may not be the outcome you were hoping for, and we sincerely regret any inconvenience this has caused.

Thank you for your understanding, and we appreciate your cooperation throughout this process.

Kind regards,

Mohamed Namouchi

Customer Relations Team UK&I                                                                                                                                                                         I rely on my laptop for work, it still has over a year of warranty cover left on. It has never been dropped. I do not understand why I would damage my laptop as I rely on it for my work, making such accusations 

[A_Gayathri]

Hi @MWC6, 

Welcome to the HP Support Community

I understand you are facing an issue with your HP Envy laptop left hinge popped out . Not to worry I will help you to get a resolution to resolve the issue.

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

Gaya1238

HP Support

[Mknow22]

My HP envy had the very same issue (twice actually). The hinge bracket (made of plastic) disintegrated - making the hinges lop-sided/unable to bear the weight/force of closing the lid/allowing the laptop to flip 360-degrees. This eventuated into the hinge snapping & the screen (glass and LCD) breaking.

The 1st time was under warranty, so no issues - I can send you details of the repair that they did (under warranty) if you would like to read over it/use it as supporting evidence as to the fact that this is a known issue, and yes, they have repaired under warranty.

Located in Australia if that makes any difference. 

[MWC6]

I am being accused by HP UK of having caused the hinge problem myself despite it being a common problems with Envys. I took out an extended warranty when I bought the laptop but now they are refusing to remedy the problem. I am taking my case to the Financial Ombudsman.

Please send me any supporting documents you used in your warranty claim, i would be really grateful.

[Mknow22]

Yea, I don't think I'm far off it in my case to be honest. Here are the repair documents: 

An interesting read which may also help your case - Australia's regulatory body fined them in 2013 for not honouring consumer law warranty periods: 

https://www.accc.gov.au/media-release/hp-to-pay-3-million-for-misleading-consumers-and-retailers#:~:....