Urgent: Follow-Up on HP 2-in-1 Laptop Screen Detachment Issue – Request for Resolution

[DINESH_1803]

Dear Service Head HP,

I am extremely disappointed with my recent complaint regarding the screen detachment on my HP 2-in-1 laptop.

Due to urgent work commitments, I could not afford the 2–3 week delay at the HP service center recommended by your support team. I had the repair done elsewhere at my own cost, spending AED 178/- for the repair and AED 150/- for travel—purely to get the laptop operational without further downtime.

Let me be clear: the amount spent is not my main concern. The real issue is HP’s stance that after the 1-year warranty, such a failure is neither considered a manufacturing defect nor covered by goodwill. This is deeply concerning given that the laptop has been used carefully and not subjected to rough handling.

To make matters worse, even colleagues have casually confirmed that hinge and screen issues appear to be a recurring problem in certain HP laptop models. This raises questions about long-term product reliability for a premium device.

Under the UAE Consumer Protection Law (Federal Law No. 15 of 2020), a customer is entitled to a product that is free from manufacturing defects and fit for purpose for a reasonable period of time—irrespective of warranty expiry—especially when the defect is related to build quality or design.

I am therefore demanding clear answers to the following:

1. Can I expect a valid and constructive reply so I can confidently recommend HP laptops in the future, rather than share a negative experience?

2. While I accept no manufacturing unit can achieve zero defects, when an HP customer experiences a clear failure of this nature, should the only option be to scrap the device or return it for disposal?

3. Why should I trust HP’s other products if this is the standard response to a critical defect outside the warranty period?

I expect a formal and timely response addressing these points—not a generic policy statement. HP’s reputation is built not only on its products but also on how it supports customers when problems arise.

Disclaimer/Note: This email is not intended to create or escalate a dispute, but rather to encourage your organization to review and address this issue constructively, so it does not recur in future models.

Yours Sincerely, 

Dinesh Balan.

[zoey7886]

@DINESH_1803, We understand your concern with the HP 2-in-1 Laptop Screen Detachment Issue and we'll elevate this case to the concerned team for assistance, we need a few of your details to process the elevation and the same cannot be shared in a public platform, kindly check your inbox using the envelope icon next to your profile or by clicking here