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I bought a Pavilion 14-ce2000na laptop last year - It is still under warranty.
Since I purchased the unit it has not travelled. It has only been used in one desktop location and only closed when not in use. In May I noticed that the bezel was starting to lift away from the screen in the bottom left hand corner and this progressively got worse to the point that it made it difficult to open the unit without holding the bezel against the screen. I contacted HP Support UK explaining that this issue had arisen in normal use. They then arranged for the unit to be shipped into their service center.
On Monday 6th July the laptop was returned to me. I expected it to be repaired, but instead there was a hand written note enclosed saying “ Hinge broken which is not covered under warranty “. There was also a letter enclosed saying that the issue was caused by accidental damage or misuse of the product.
Contrary to what is stated on the letter that was enclosed with the returned unit the issue was definitely not caused by any accidental damage or misuse of the product. The product was not dropped or abused in any way shape or form. It is simply a failure of the structural components that due to poor design and/or poor build quality were not able to withstand normal and gentle for use less than a year. According to the HP warranty I am entitled to repair of the unit but so far HP are failing to honour their warranty. This is completely unacceptable. Are HP aware of the Consumer Rights Act 2015 ? How can HP try to avoid honouring their legal and warranty obligations ?
