Screen coming off hinges

[Jobette2joy]

REALLY DISAPPOINTED!  A little over a year ago, I purchased my 2nd HP Laptop.  Both laptops started coming a part at the screen & hinges.  The 1st one was a 15” & I thought maybe my son had done something to it.  He swore he hadn’t.  Now I know he is telling the truth because I purchased a 2nd one (17”) for myself & I know I hadn’t dropped it or damaged it in ANYWAY.    It stayed on my desk.  Today, I went to open the laptop & it began popping & parts began falling off.  Again, the screen is separating and the hinges are beginning to come a part.  Honestly, I have worked & sold computers for YEARS & I have NEVER seen anything like this.  I agree with other customers that there is definitely a design flaw in these HP Laptops.  I still have laptops around that are REALLY old and they are study as heck. Now I’m in a position of having to purchase another laptop & I as well will think twice before ever purchasing another HP.

[praveenbv]

Hi@Jobette2joy,

Thank you for posting on the HP Support Community.

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution

[Jobette2joy]

Is this something I will have to pay for or is HP taking responsibility for repairing it?

[Jobette2joy]

I still haven’t received a response.

[Jobette2joy]

On May 5th, I received this message from HP:

“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).”

I provided all the information and to date I still haven’t heard from anyone.  It is sad not to be able to get a problem with a product, which clearly has a manufacturers defect.  And this is not an isolated case.  Please either immediately fix the problem or replace the product.