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Top Student
Posts: 8
Member Since: ‎01-12-2015
Message 1 of 25 (986 Views)

17" HP Envy Coming apart at the left near screen hinge

Product Name: HP Envy 17
Operating System: Windows 8.1

image1.JPG 

 

Hello HP,

 

I bought the HP Envy less than a year ago and now the laptop is comming apart at the top left corner. It makes poping noises when I open and close the screen.

 

This is the laptop I bought for work (Software Developer), so I can not afford to be without a reliable machine. I am from the Eastern Cape in South Africa, and I am starting too loose faith in all things HP.

 

What can I do?

 

Armand van der Walt

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Provost
Posts: 44,532
Member Since: ‎01-07-2009
Message 2 of 25 (985 Views)

Re: 17" HP Envy Coming apart at the left near screen hinge

I will ask to have your issue escalated.

You can show appreciation or say thanks by clicking on the Thumbs up + in the purple box next to the Reply button .

If your problem is solved or question answered, please click the Accepted Solution button in that post.

I am a volunteer, not an HP Employee.
Top Student
Posts: 8
Member Since: ‎01-12-2015
Message 3 of 25 (977 Views)

Re: 17" HP Envy Coming apart at the left near screen hinge

I forgot to add the exact model details: HP ENVY 17-j051ei Notebook PC

Product Number:   E2G88EA

Retired
Posts: 15,312
Member Since: ‎01-09-2014
Message 4 of 25 (974 Views)

Re: 17" HP Envy Coming apart at the left near screen hinge

Hi @armandvdwalt ,

 

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 publically post ( serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

 

Regards,
George

I work for HP
Top Student
Posts: 8
Member Since: ‎01-12-2015
Message 5 of 25 (931 Views)

Re: 17" HP Envy Coming apart at the left near screen hinge

Hi,

 

So I received a private message a few days ago asking for model number and serial number information and thats where the support ends, havn't heard a peep from anybody after that, not even a confirmation that the information was received.

 

Is there any hope that HP will try and help me sort out this broken machine?

Moderator
Posts: 15,983
Member Since: ‎09-30-2014
Message 6 of 25 (917 Views)

Re: 17" HP Envy Coming apart at the left near screen hinge

[ Edited ]

@armandvdwalt ,

 

I have asked for a follow up to your issue from the 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).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.

I work on behalf of HP
HP Support Agent
Posts: 9,633
Member Since: ‎10-22-2013
Message 7 of 25 (911 Views)

Re: 17" HP Envy Coming apart at the left near screen hinge

01/15/15- Jeff reached out to customer

I work for HP
Top Student
Posts: 8
Member Since: ‎01-12-2015
Message 8 of 25 (869 Views)

Re: 17" HP Envy Coming apart at the left near screen hinge

I replied to your previous private message 3 days ago and still no response.

 

This is what I sent:

 

Hi,

 

I am extemely disappointed in the colegues that you referred me to. As a Software developer I can not afford to be without a machine capable of handling the workload I put on it.

 

They sent me through the EliteBook 2560p not sure how old this machine is, maybe you can have a look the serial number for it is: CNU1480B50 it is still running windows 7, and they didn't even provide a username and password for the machine.

 

They are not willing to just replace the machine, because it is not within the first 6 months of purchase. It has not even been a year snice I bought it. I really can't be without a machine that can handle the workload. This is extremely bad service from their part, as I expected way more from them.

 

Is there no way that this broken machine of mine can be replaced? I really only need the hard drives, since there is confidential and proprietary data on them.

 

Please get back to me ASAP with suggestions.

Top Student
Posts: 7
Member Since: ‎01-19-2015
Message 9 of 25 (847 Views)

Re: 17" HP Envy Coming apart at the left near screen hinge

I'm in a similiar situation, where, how much, how soon could I get this fixed. I was unable to find a HP support person in Des Moines, IA

 

Envv DV7 7259nr

 

SERIAL #[Personal Information Removed]

 

C6N75UA#ABA

 

USER NAME: wdhprofessional

Retired
Posts: 10,015
Member Since: ‎09-30-2014
Message 10 of 25 (841 Views)

Re: 17" HP Envy Coming apart at the left near screen hinge

@wdhprofessional 

‎Thank you for using HP Support Forum. I have brought your issue to the 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 ( serial numbers and case details).

If you are unfamiliar with the Forum's private messaging please click here to learn more.

Thank you,
Omar

I Work for HP
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation