hp Pavilion 14ce2000na bezel coming off from screen

[Welling24]

I purchased my laptop last year, 2019, it has only been used very lightly. I noticed that the bezel was coming off from the screen in the bottom right hand corner on the screen, I would press it back in, but it widenned more each time I opened the laptop which was a bit stiff and would creak as it's opened, so I started leaving the laptop opened.  I contacted HP Support UK explaining that this issue. They arranged to collect the laptop for assessment and repairs as it's under warranty. 

On Friday 27th November the laptop was returned unrepaired with a note attached stating “We have carried out a careful diagnosis of your unit and have to inform you that the issue with the unit has been caused by accidental damage or misuse of the product. This damage is not covered by the HP limited Warranty “.

I communicated with them over email that this was not the case, but they simply ignored me.

I decided to check online if other customers were having the same issue, lo and behold, I found one in the link below.

It appears that this is a known issue to HP, but it's a shame that for some reason, they're trying not to take responsibility for this poorly fabricated product.

HP, can you please resolve this issue.

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Bezel-coming-away-from-screen-...

text below:

"Since I purchased the unit it has not travelled. It has only been used in one desktop location and only closed when not in use.  In May I noticed that the bezel was starting to lift away from the screen in the bottom left hand corner and this progressively got worse to the point that it made it difficult to open the unit without holding the bezel against the screen.  I contacted HP Support UK explaining that this issue had arisen in normal use. They then arranged for the unit to be shipped into their service center. 

On Monday 6th July the laptop was returned to me. I expected it to be repaired, but instead there was a hand written note enclosed  saying “ Hinge broken which is not covered under warranty “.  There was also a letter enclosed saying that the issue was caused by accidental damage or misuse of the product.  

Contrary to what is stated on the letter  that was enclosed with the returned unit the issue was definitely not caused by any accidental damage or misuse of the product.  The product was not dropped or abused in any way shape or form.  It is simply a failure of the structural components that due to poor design and/or poor build quality were not able to withstand normal and gentle for use less than a year. According to the HP warranty I am entitled to repair of the unit but so far HP are failing to honour their warranty.  This is completely unacceptable. Are HP aware of the Consumer Rights Act 2015 ?  How can HP try to avoid honouring their legal and warranty obligations ?  "   

[The_Fossette]

@Welling24

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