Laptop "hinge" is broken and needs replacement

[mbassiouny]

Man, there's nothing for free in our world, they will probaby force you to pay to fix it

[buckeyes1]

After being treated poorly by customer service, I posted here and received immediate assistance with my issue. The hinge issue was resolved and a component was fixed as well.

The laptop worked well for about 1 week. Now the right side of the screen is glitching out. I've tried contacting support three times now, and every time I am directed to someone who then immediately needs to direct me. That second redirect hasn't landed in the right place yet.

I've never been so frustrated with a company in my life.

[BIG10INDC]

I have a HP Laptop, in fact it is my second HP Laptop that i have in the house.  The first laptop had a severe hinge problem and broke twice. Both times the repair was fixed without a problem from HP. 

The service was quick and the turnaround a bit slow but it worked. I bought an additional HP computer laptop this Christmas, making the computer less than 10 months old. The hinge on the front left facing side compeltly failed and was so still to open that it was almost impossible to open. 

Of course the obvious happened that the surrounding bezel of cheap plastic having uneven torque from two different pressures on the hinges, seperated the screen from the bezel and cracking the plastic. 

No problem you would think, this problem  is obviosuly an HP fault, especially after having this happeend twice before to another laptop... 

Not this time, even though this computer is in warranty.. and the problem identical to past failures. The repair center immediately call it accidental damage. There is no dropping , hitting, banging, no visible sign of impact dents scratches or anything.  

The irony was that with my previous computer when i told them of the hinge failure the box was sent out to me to return the computer and it was fixed immediately, no discussion at all. This time as soon as I called there were twenty questions, also they made me send photographs, then were very non commital about the repair. Low and behold a week later they tell me its accidental damage whithout any explanation the case manager says its not covered, the engineer says this is done by an accident.. which is complete horse puckey.. 

it sounds to me that HP are having a bigger issue with this and are now looking to limit the costs of repairing it, as they came back and said they could fix it cheaply for me... its under a warranty...  and any person can look at the computer hinge and see why the computer broke....  not very happy with HP right now.... 

[kevin-t]

@BIG10INDC

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).

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.

[dancewithmarg]

Seems like three's a charm for HP,  they fixed my computer for free the first TWO times the left hand hinge broke, but when the right hand hinge broke they refused to fix it for free, even though it was THEIR FAULT and THEIR BAD DESIGN PROBLEM that caused it.  I now have a computer I am afraid to close the lid of in case it wrecks it completely and stops it working at all.

[BIG10INDC]

That's the irony... the Hinge broke on my first laptop twice, it broke so bad, along with a complete hard drive failure, they swapped out the computer altogether. 

I then bought a new Laptop, hence I now have two HP Laptops, my thinking was that they honoured their warranty therefore I will stick with them...

This computer hinge did the same thing .. so it was two computers two returns I am batting 0 percent with them... 

So this is the first time for the new comoputer, but they refused to fix it, blaming it on an accident .

That insulted me as I am an engineer. 

They have now as of today agreed to fix it free of charge even though they have staed they are doing this out of warranty as a gift and are not taking responsibility for it, which of course they cannot do... which would open them up for liability .

This is obviosuly a design issue in the computer, a hinge that opens up with different pressure levels is bound to cause problems for any frame attached to it.. 

[Disappointed27]

Well,I don't know why my post doesn't appear on this thread  http://h30434.www3.hp.com/t5/Hardware-Upgrades-Replacements/Laptop-quot-hinge-quot-is-broken-and-nee...  ,but I really have to say that HP has the worst customer service ever. I bought a laptop in Canada,but I live in Peru.Like everybody else here,the left hinge broke all of a sudden. Nothing to do in my country,so I asked help from this forum.i was contacted. Official answer? I have to buy the parts all by myself,because HP can't order them,nor direct me to a place that sells them. Truly disgraceful. Can anyone in this forum tell me where can I find the parts? Its a touchsmart 15-d068ca.

[rivrat]

Our laptop hinge broke too.  Never dropped.  Never leaves the kitchen counter.   Opened it one day and it popped and now the case is split open.    It's a Pavilion dv7 17".  We can't close it now so it stays open all the time.  Have had many computers at work and this has never happened. 

[dds88]

My ENVY 15-j154tx laptop left side hinge also began to deteoriate since 2 months ago, about 1 month after my warranty ended. Awesome.

Where can I call for a repair support?

There is no evidence of damage done on the laptop by dropping it or hitting something with it.

It "naturally" started to make a gap between the base cover and I see some parts of the plastic base cover or something in hinge being coming off.

I really need it to be fixed soon.

Thanks HP support

[dancewithmarg]

It's "ask the expert" day October 14.  see     [url]http://h30434.www3.hp.com/t5/Community-News/Questions-about-Windows-10-Ask-us-on-HPExpertDay-October... [/url]

The team of experts will be waiting for your questions - supposed to be about Windows 10, but maybe you could all write in with your questions about getting your computers with broken hinges fixed... so that you can download Windows 10...