Laptop "hinge" is broken and needs replacement

[Shardo]

My laptop model is - HP R014TX and the right hinge broke today. 

I can't even find the phone number from where I can call HP support on the website. 

My warranty expire 2 months ago and I'm kicking myself for not extending it when I knew that these issues were going to crop up. I'm a student and it'll be hard for me to manage my work without the laptop. 

I'm not buying another hp product, ever. 

I hope they'll fix this issue for free, I'll update it here if they do it. If they don't, I don't know if I'll be willing to shell out so much money to fix this. 

[kevin-t]

@Shardo

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.

[Shardo]

As Kevin-T mentioned, I was contacted by a colleague of his asking for details about my case on 16th December and I promptly replied to that email.

It has been 5 days and I still haven't recieved a call from the hp support from my region. 

Tired of waiting I visited the HP customer service centre in my city, and after showing the laptop to them, they said it would roughly cost me 8000 Indian Rupees, approximately 120$, to fix the issue. They said the back panel needs to be replaced. 

I'm amazed at how unreliable HP products are. With this laptop, this is my third issue. Thankfully, the other two issues were under the warranty period so they were fixed promptly and for free.

When I purchased a ~600$ laptop, I intended to run it for atleast 2-3 years, atleast until I finished with my undergrad. 

Just little more than an year in, I'm having to shell out another 120$ to fix an issue that shouldn't have cropped up in the first place. Heck, if I knew I had to shell out this much money in just an year, I'd have gone for the slightly more expensive but reliable models of Lenovo or Dell.

Edit (30 minutes later) : 

A hp support agent just called me telling me that because the product is out of warranty, they cannot fix it for free 😕 But he said, what he can do is escalate the issue which I asked him to do.

[buckeyes1]

Sent my laptop in for a hinge repair only to receive it with a malfunctioning screen instead. Customer service was not very understanding when I explained I couldnt immediately send the laptop back as its crucial for running my business, and now it's unable to be sent back at all. This is absolutely ridiculous; I will no longer use HP products.

[Shardo]

@buckeyes1

😮 now I'm concerned that something similar might happen to my laptop too.

What do you mean your laptop screen malfunctioned? I mean, how?

[studentumcp]

Hi,

I have a same problem. HP have the poorest customer service I have ever seen. They transferred my call to some other ocuntry where people were not ready to listen to my problem and simply repeating the same thing that I have to pay freaking $229.00 for this hinge replacement. Poor customer service. 

I put a thread earlier as well but did not get any positive response from anywhere. I put my reviews on all electronics websites that I know such as ebay, amazon, best buy, etc. regarding your Hp envy laptops. I was on a call for 3 and half hours with no solution. 

I explained them my problem that my hinges has been broken right after three months I bought a laptop but since my school was going on and I only had one laptop, I could not send this laptop back to HP. But no one was ready to listen to me. In addition, they were talking to me rudely and loud saying that they could not help me and asked me to disconnec ta phone and call again to a same department.  This is my case number : 3023543126.  The employees that I spoke with are 

Prameet and his supervisor Amit Rahul Kumar Narayan. They both were extremely rude and unprofessional. i do not know what country they are speaking from but they did not have manners how to talk with customers and were not even ready to listen to customers' problems. I am reeally disappointed with this quality of customer service and I would like to be contacted as soon as possible regarding this manner.

i contacted everyone on social media such as facebook, twitter, etc.  I had a recording of conversation between me and your call center employees who were not ready to listen to my problem. Please let me know if you want to listen to it.

I am frustated with your employees. I am particularly angry to HP manufacturing department, who is not willing to accept hinge fault in your laptop. You can look up yourself that there are thousands of people talking about hinge problem in this model throughout the world. I will wait until tomorrow afternoon to get contacted by someone and then i will share my ideas everywhere. Please improve your customer service.

You can email me first and then I will provide you my contact number to get contacted.

Thank you,

Kuntal.

[studentumcp]

Hi,

I have a same problem but Hp customer care people were not ready to listen to me . I decided not to buy any HP product from now on. You should also avoid buying HP and do not let others buy HP.

I put a thread earlier as well but did not get any positive response from anywhere. I put my reviews on all electronics websites that I know such as ebay, amazon, best buy, etc. regarding your Hp envy laptops. I was on a call for 3 and half hours with no solution. 

I explained them my problem that my hinges has been broken right after three months I bought a laptop but since my school was going on and I only had one laptop, I could not send this laptop back to HP. But no one was ready to listen to me. In addition, they were talking to me rudely and loud saying that they could not help me and asked me to disconnec ta phone and call again to a same department.  This is my case number : 3023543126.  The employees that I spoke with are 

Prameet and his supervisor Amit Rahul Kumar Narayan. They both were extremely rude and unprofessional. i do not know what country they are speaking from but they did not have manners how to talk with customers and were not even ready to listen to customers' problems. I am reeally disappointed with this quality of customer service and I would like to be contacted as soon as possible regarding this manner.

i contacted everyone on social media such as facebook, twitter, etc.  I had a recording of conversation between me and your call center employees who were not ready to listen to my problem. Please let me know if you want to listen to it.

I am frustated with your employees. I am particularly angry to HP manufacturing department, who is not willing to accept hinge fault in your laptop. You can look up yourself that there are thousands of people talking about hinge problem in this model throughout the world. I will wait until tomorrow afternoon to get contacted by someone and then i will share my ideas everywhere. Please improve your customer service.

You can email me first and then I will provide you my contact number to get contacted.

Thank you,

Kuntal.

[studentumcp]

Hi,

I put a thread earlier as well but did not get any positive response from anywhere. I put my reviews on all electronics websites that I know such as ebay, amazon, best buy, etc. regarding your Hp envy laptops. I was on a call for 3 and half hours with no solution. 

I explained them my problem that my hinges has been broken right after three months I bought a laptop but since my school was going on and I only had one laptop, I could not send this laptop back to HP. But no one was ready to listen to me. In addition, they were talking to me rudely and loud saying that they could not help me and asked me to disconnec ta phone and call again to a same department.  This is my case number : 3023543126.  The employees that I spoke with are 

Prameet and his supervisor Amit Rahul Kumar Narayan. They both were extremely rude and unprofessional. i do not know what country they are speaking from but they did not have manners how to talk with customers and were not even ready to listen to customers' problems. I am reeally disappointed with this quality of customer service and I would like to be contacted as soon as possible regarding this manner.

i contacted everyone on social media such as facebook, twitter, etc.  I had a recording of conversation between me and your call center employees who were not ready to listen to my problem. Please let me know if you want to listen to it.

I am frustated with your employees. I am particularly angry to HP manufacturing department, who is not willing to accept hinge fault in your laptop. You can look up yourself that there are thousands of people talking about hinge problem in this model throughout the world. I will wait until tomorrow afternoon to get contacted by someone and then i will share my ideas everywhere. Please improve your customer service.

You can email me first and then I will provide you my contact number to get contacted.

Thank you,

Kuntal.

[FixITMan79]

HP really needs to address these hinges. I have been a long time user of HP Notebooks for home/personal use as well as with my work using all HP Notebooks for the past 10 years. I have to say that i have had this problems with many of them.

The issue can probably be avoided if the user of the notebook opens the screen from the center of the screen but most if not everyone i watch open a notebook grabs it from one side adding addition pressure to whatever hing is on that side of the notebook.

Now its very easy for HP not to warranty this issue and say that it is wear and tear but opening there notebooks up reveals how cheaply they are actually constructed.

I own a HP Envy 17" Touch Smart Notebook. Refer to my photo for details but it is easy to see that the hing assembly which is metal is screwed into 3 small nuts just under where the screws mount. Those 3 nuts are fitted into the plastic housing. It does not take time for those plastic housing for the nuts to crack, come loose and send peices floating around inside your notebook. In some cases because it is left so long before fixing those nuts come loose and also can be heard bouncing around inside. Those then contact parts of the motherboard and cause further problems.

I am no engineer but when you screw a screw into plastic you just have to know that eventually (short time) those are going to break free and cause these problems. I have 4 laptops in the past 8 years with this problem and see many many more that other people are using.

Hewlett Packard, if you are listening....Instead of screwing those screws from the metal hinge into the bolts mounted in the plastic housing....add a metal housing, your cost would be in the cents range and would improve the 1 major problem seeen across so many of your products. Unless that is you are making too much money on supporting this issue.

Most people pay to have it repaired because HP states it is a physical wear and tear issue.....instead i do not beleive that it is. It is simply poor construction....and if i can see it i know those highly sought after engineers of your see it to.

Until i see these fixed im done with HP notebooks. I love them but this issue plagues me almost every time i buy 1 for me, my family and my employees

[Wonder_Woman]

I am having the same problem with My HP Envy 17 touchscreen.  It started with a clicking noise within the first 6 months of purchase.  I thought nothing of it.  I should have contacted HP regarding the situation.  Now it seems like the hinge has completely unhinged itself.  whenever I close or open my laptop it comes apart where the hinge broke on the left side.  After reading this forum I come to realize that HP has a faulty hinge.  The weight of the panel/screen is too heavy for the hinges.  I am a 2nd grade teacher in N.C. and I need my laptop dearly.  All my lesson plans, data, and professional developments are on here.  I use this laptop daily and I am afraid of the screen completely falling off and losing all my work.  The tech rep at my school loaned me a hard drive to start transferring all my work.  Very tedious.  How can I contact HP so they can repair this.  I really hope they are taking responsibility for these hinges.  I can not afford to pay for this or the purchase of a new laptop.  Can someone help me.  Distressed Teacher, seeking help.