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‎02-13-2022 05:43 AM

HP Recommended
Product: HP ENVY Laptop - 13-ba0002na
Operating System: Microsoft Windows 10 (32-bit)

I have a HP Envy laptop, roughly 15 months old and under warranty: as I opened the lid a few weeks ago there was a loud cracking noise from the left hinge so I closed it again. As I closed it some small bits fell out of the hinge area and a metal plate kind of popped out leaving the screen hanging off on one side. Naturally I contacted HP to have it fixed as it's under warranty but I've spent the last two weeks in protracted discussion as HP have accused me of "clearly" using "force or misuse" to cause this. Opening and closing a laptop lid isn't exactly a difficult skill and I seem to have managed pretty well over the last 20 years in not damaging any of the laptops I've used so I am completely bemused as to why HP think I am responsible for the damage.

Further to this, I've Googled "HP laptop broken hinge" and there are countless cases of EXACTLY the same thing having happened to other people with exactly the same response from HP: not our problem!!

What is the point of having a warranty if HP can simply absolve themselves from responsibility by saying "you broke it"?!

HP quoted me £315 to fix it; they then sent it back to me with a BROKEN SCREEN which it didn't have before (I have before and after photos)!! 

They have now stopped responding to my emails...

 

  • Any ideas how this might be resolved?
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