Laptop "hinge" is broken and needs replacement

[Omar-E]

@RebeccaRM 

‎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

[yetisaurus]

I bought my HP Envy Touchsmart 15 from Costco in July 2014.  This past week, I've been noticing that when I open the lid on my laptop it's felt like it was catching on something.  FInally, I examined closer and saw that the body of the laptop is separating from the area around the right hinge when I open the lid.  I flipped the laptop over and saw that a screw was missing, so I swapped it with one of the screws from another part of the laptop.  It didn't seem to grip.  I turned the laptop on its side and opened the lid to see if I could see what was happening, and a little black plastic piece fell out onto the floor, attached to a little circle of gold threads that was apparently what used to hold that missing screw into place. 

I googled to try to find a solution to the hinge problem, and came across this massive thread of users going back for more than two years of this same problem.  I'm really, really disappointed that HP hasn't come up with a better design, and that they seem to still be selling laptops with these faulty hinges.

Anyway, I'm out of the regular warranty, but Costco has a 2 year warranty, so I called the Costco Concierge service and explained the problem.  Apparently they outsource it to a company called Alorica that was not very helpful.  They said that because it was physical damage it's not covered by the Costco warranty.  This laptop has not been damaged in any way.  It spends 95% of its life on my coffee table, and I've never dropped it or handled it roughly.  I explained this to the representative, and he said that I could try sending photos and they MIGHT help, but it sounded like he was offering that just to get me off the phone.

I hope HP can help me fix this problem.  I had an HP laptop before this, and I used it for nearly 6 years with no problems.  I finally replaced it with this one, and spent $1200 to get a faster model, because I was expecting that it would be reliable and long-lasting like my last laptop.  Now I'm really nervous that my $1200 is going to be blown within 2 years because of the cheap, defective hinge design.  Help me, HP.  Please stand behind your product design, and PLEASE design a better, more reliable version of your hinges for your new laptops!

[bfarringer]

I was contacted by the administration about 3 weeks ago and told to supply information. I did so and have yet to even get a response. It could be that everyone is on vacation, or they just stopped caring. I have pretty much given up, sad day when a company won't stand by a product like this... really sad when I purchased one of their top of the line envy models.

[Del114]

Hi all,

It looks like this is a common problem with the HP Envy(Beats version). I've owned mine for 2 years. Its been treated well. I heard a light creak the last time I opened the screen. Luckily I remembered and had a suspicion something wasn't quite right. When I opened my laptop today the screen bulged out at the bottom left corner.

Fortunatel I opened it slowly so managed to click it back into place. Thats no good, every time I open and close the lid

it wants to pop the bottom left of the screen out.

From previous messages it looks like HP aren't prepared to take ownership of the product defect. If HP UK read this and want to support a loyal customer please get in touch.

Kind Regards

Del

[Del114]

Hi all,

It looks like this is a common problem with the HP Envy(Beats version). I've owned mine for 2 years. Its been treated well. I heard a light creak the last time I opened the screen. Luckily I remembered and had a suspicion something wasn't quite right. When I opened my laptop today the screen bulged out at the bottom left corner.

Fortunatel I opened it slowly so managed to click it back into place. Thats no good, every time I open and close the lid

it wants to pop the bottom left of the screen out.

 From previous messages it looks like HP aren't prepared to take ownership of the product defect. If HP UK read this and want to support a loyal customer please get in touch.

Kind Regards

Del

[markL2256]

Daughter came home yesterday with same issue - left hinge bulging up at the power switch. Looks like the screw assembly came loose. It's right by the heat fan on teh left side. I accused her of dropping it, but she strongly denied it. Looking at it, there is no scuff mark from a drop, so she's telling me the truth.

This is obviously a design flaw. My daughter's computer is 2 years old and out of warranty. When will HP authorize a free repairs and take ownership of their problem?

Frustrated.

[Del114]

Hi All,

I found this post by another unhappy user. looks like we have a long wait on our hands.

ahbob - User since 12-04-14

I've spoken to HP regarding broken hinges on both dv6-3122us laptops that we own. Coincidentally, both units have broken left hinges. This issue has reached epidemic levels across HP's laptop product lines. A design error causes excessive heat build-up under the left hinge. First, the rubber leg under the hinge falls off. Next a crack will develop as the plastic deteriorates. Finally, the miniature screws holding the hinge in place will fail. HP has offered repairs on various models but waits until the number of complaints reaches a certain threshold for each model before it reacts.Unfortunately, not enough dv6 owners have complained yet for HP to react.[Moderator edited comment pm sent]. If possible, store the laptop until the [Moderator edited comment pm sent]; the faulty laptop is the best evidence of the design flaw.

[Horizont]

Wow...so this is the situation.

And there i thought it was my problem and mine only...so to speak.

Totally agree with who is saying that hp should recall the envy series affected by this terrible issue.

The Envy series is fantastic and has a great price/performance ratio and it is a shame that it has to suffer such problems.

[ADW2015]

I posted the following back in January and I'm still waiting for HP to contact me.

I have got the same issue as many other people on this forum. The left hinge on my sons HP Envy6 has broken. The machine is out of warranty, but in general it has sat on his desk open as a study PC and it hasn't been open and closed on many occasions.

Would the powers that be at HP, start to take this issue seriously. It is clearly a design fault for so many of us to be having the same issue and clearly the hinge design is not fit for function.

I would like one of the forum moderators to contact me to discuss this issue.

Very very frustrated now. Gone from a HP fan to now activiely telling anyone who will listen not to buy a HP product.

Very poor customer support!

[Horizont]

Absolutely agree, it's not acceptable that HP doesn't take an official position on this matter.

Engineering a laptop is not an easy task, that is for sure. Planning customer service and repairs isn't either.

But what is not ok is that when something like this comes out and it's cristal clear that is the case of a design flaw the company should do something in that regard.