ZBOOK 15 G5 Mobile Workstation - Broken hinge - not accepting its a fault

[JPB07]

Hi - I wondered if anyone could help with this as I'm at a loss of where to go.

One of our customers has a faulty ZBOOK 15 G5 Mobile Workstation.

One day he tried to open the screen and one of the hinges seems to have broken.

He's dropped the laptop off to us and we can see that apart from being worn in places, there is no damage (at all) to the laptop.

However, support wont fix it as they say its physical damage.

Its internal, and to be honest, its starting too look not too pretty because every time we open the screen, it gets worse.

I've worked in IT support a long time and have seen this before a few times - it looks like the hinge has either seized up or broken.

Having logged this (and originally agreeing the laptop is in good condition) HP support are now saying this is physical damage.

In all honesty, the cost doesn't affect me as it would go to the customer, so its not about that - but the machine is in good working order and is not damaged.

My problem is they said they won't fix it as there are no known faults with this device and they need multiple instances before they'll accept it.

My argument is if I am the first person to have this, it doesn't mean its not happening - multiple instances start with the first occurance.

So... I've asked if there is someone I can speak to that does have the power to authorise this and apart from being rather rude on the phone, the support agent said they would only raise it to customer relations again - but would not let me speak to them.

I just think if I can speak to someone, I could get it sorted - I just need someone to actually speak to me.

Has anyone else had this issue, and did you manage to get to speak to someone?

Thanks for your help

Jon

[Dragon-Fur]

@JPB07 

Edits - Reading the subject line in the thread

I offer apologies, I misread your subject title.  

Our community has absolutely no influence over HP Support and how they determine "fault".

We do not interpret or judge policy and case issues.

I misinterpreted the content to mean the computer cannot be repaired.

I have left the request in place - if you hear back, it will be posted.

Original Content

You never said - I am assuming you are referring to HP Technical Support.  ?

I have asked that someone take a look.

Should there be a response, the moderator / agent will post back here before using other methods to contact you.

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[JPB07]

Hi - thanks Dragon-Fur.

I'm grateful for any help you can give.

It is indeed HP Technical Support.

Sorry if I confused things - I'm not asking for people to comment on the support as such (even though I'm frustrated)

Its more to see if people have come across this situation before and how they manged to sort it.

Is there a higher level we can contact or that sort of thing.

If they would just let me talk to someone with the authority to make an actual decision on the case, I think we could have it cleared up - they just wont do that.

Its a shame really - its wasting everyone's time and money just by literally not communicating effectively.

Also, the fact that they are saying there's no official fault so it can't happen - I feel like I'm in the film 'Passengers'.

Are people aware of somewhere I can log a fault that I believe is a manufacturer defect, so I can speak to people who will MAKE it an official issue.

(after all - all multiple issues start at the first one!)

Again - any help is greatly appreciated!

Thanks

Jon

[Dragon-Fur]

@JPB07 

I have a notification that the case has been escalated (10-Jan-2020) - that means the subject is out and away from our (community) scope of influence.   Once escalated we (the community) lose all visibility on the subject and any results.

Know that in those cases where a moderator / agent responds on this thread, he / she will generally post here before using other methods to contact you.

I will send a "bump" notice.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.