Defective Hinges on HP Laptops Envy

[gymkaye]

This must be an Auto response as I have NEVER gotten a private message from HP

[Mikeamondo]

If you don't hear anything by Monday late in the day, post on their Facebook page....  Here's the link

https://www.facebook.com/HP

My initial response was within 24 hours of making a professional, non-rant-like post on the Facebook page.  I got a call from their 'social media' team.

Good Luck!

[pamolin]

My search for information about my HP ENVY TouchSmart 15-j003cl has been dissapointing since finding so many people have the same problem and are having so much difficulty resolving it.

My HP Envy has a broken hinge. I have 2 HP ENVY laptops, both are out of warranty by about a year and both have light use. My daughter has one but she has been given a company laptop so she does not use hers much and there is no problems yet. I have one and also had a company laptop and did not us my personal one much either. Interesting both companies issued HP laptops.

I am now experiencing the same hinge failure, case separation, missing screw on left corner, that so many others have described here. I'm ready for a repair. I'm ready to repair it myself if I knew the replacement parts were dependable.

How do I contact HP. I did send a note but the response was from warranty service and it was noted that my computer is out of warranty. Is there a telephone number that does not charge to ask questions or an email address?

What is the next step?

[Duane_D]

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). 
Thank you for visiting the HP Support Forum.

[pamolin]

Here is an update to my recent request for assistance regarding the defective hinge on my HP Envy 15t.

I was contacted by a polite gentleman who listened patiently. He asked the normal questions regarding if the laptop has been dropped and is there any sign of damage to the corner. Of corse the answer was no.

He then expressed surprise at my problem because "the Envy 15 has not had a lot of hinge problems reported." Note the quote, unquote. The Tech asked about fan noise and said he would check the price to repair what I described. He returned to the phone and said the repair would be between $200 and $300. He further advised that since the laptop was over 500 days out of warranty, he would not be allowed to discount the price. I explained that there are refurbished Envy 15t selling for less that the repair price but since I am not desperate for a new laptop, I will continue to use this until I am unable to.

I have a G60 I use for a spare and most of the time I use a G70 at home or an HP Desktop.

My daughter also has a Envy 15 at home and both her and I have computers issued to us by our employer. Interesting both our employers have issued HP Computers. I used an HP ProBook with a HP dock to hook up at the office. It is reported that there are about 10,000 HP's at work and a lot of docking stations even at empty cubicles and we may go to using whatever desk is available instead of having an assigned cubicle. By reputation and experience HP has been the go to company for laptops.

I have had Toshiba in the past and when they started to have hinge problems I switched to HP. I stored the old Toshiba's and when they had a class action suit settled I got $150. I believe the hinge is the weakest part of the laptop assembly no matter what brand.

The only thing I can add is in the future, no matter what brand I buy, I will give more consideration to an extended warranty, balancing the fact that my HP G60 and G70 and desktop are all working fine after 6 to 8 years. I may have added memory and updated hard drives but overall the computers are working fine. I guess one bad one in four is not a bad average for HP but I will be doing more research when it time to buy a new laptop. 

[pamolin]

Here is an update to my recent request for assistance regarding the defective hinge on my HP Envy 15t.

I was contacted by a polite gentleman who listened patiently. He asked the normal questions regarding if the laptop has been dropped and is there any sign of damage to the corner. Of corse the answer was no.

He then expressed surprise at my problem because "the Envy 15 has not had a lot of hinge problems reported." Note the quote, unquote. As soon as I heard that I knew this call would go no where.

The Tech asked about fan noise and said he would check the price to repair what I described. He returned to the phone and said the repair would be between $200 and $300. He further advised that since the laptop was over 500 days out of warranty, he would not be allowed to discount the price. I explained that there are refurbished Envy 15t selling for less that the repair price but since I am not desperate for a new laptop, I will continue to use this until I am unable to.

I have a G60 I use for a spare and most of the time I use a G70 at home or an HP Desktop.

My daughter also has a Envy 15 at home and both her and I have computers issued to us by our employer. Interesting both our employers have issued HP Computers. I used an HP ProBook with a HP dock to hook up at the office. It is reported that there are about 10,000 HP's at work and a lot of docking stations even at empty cubicles and we may go to using whatever desk is available instead of having an assigned cubicle. By reputation and experience HP has been the go to company for laptops.

I have had Toshiba in the past and when they started to have hinge problems I switched to HP. I stored the old Toshiba's and when they had a class action suit settled I got $150. I believe the hinge is the weakest part of the laptop assembly no matter what brand.

The only thing I can add is in the future, no matter what brand I buy, I will give more consideration to an extended warranty, balancing the fact that my HP G60 and G70 and desktop are all working fine after 6 to 8 years. I may have added memory and updated hard drives but overall the computers are working fine. I guess one bad one in four is not a bad average for HP but I will be doing more research when it time to buy a new laptop. 

[Huffer]

Do you still want to try to fix it yourself? Hinge parts are cheap and the repair is not overly complex as long as no serious plastic damage or damage to the mounting points for the hinges has occurred. Sorry the HP "assistance" turned out to be a solicitation for a full retail repair job.  

[pamolin]

I will probably end up fixing it myself. If there is damage to the case I can repair the plastic or rig it to do without. I don't think the fan was damaged since it is working. Is there a schematic to show if and where any hidden screws are?

[Huffer]

Of course. Remind us of the exact model number and we can post a Service manual. 

[pamolin]

HP ENVY TS 15 Notebook PC

THanks for your reply and offer.