HP's Low Grade Hinges and Warranty Issue.

Question

Hello,   HP Area Heads,  Envy Notebook Division Heads,  Support Division Heads  and CEO.
I regret to say that perhaps buying an HP Envy laptop worth Rs, 1,15,000/-  will turn out to be my big mistake. I never thought that HP would use a LOW Grade material for Hinges that would break on its own within less then 5 months of usage.    If i calculate ,  I work 5 days a week and 5 months = 100 days.  Even if i open and close laptop twice every day = 200 times.      WOW  just 200 times and Left Hinges breaks on its own and yet HP disagrees to accept its poor quality.
HP Enginner says it won't be coverd under Warranty,  where as your Case Manager Mr. Pratheesh C R  says
1.  Your laptop is Covered under repair only warranty
2.  and we will repair this for free of cost as an exception. 
Now I have multiple objections to this.  I can send you several links available on google and youtube videos, which confims that HP laptops has known issue with Left Hinges.
1.  So even if you repair it, there are chances that it might break again, due to your poor quality of Hinges.  which means there is big expenses waiting if this happens again.   
2. What's the use of buying an extended Warranty of 2yrs, if these things are not covered within it. ( Now let me clarify, I am not saying that if i drop the laptop or spill coffee over it and then asking you to repair it free of cost.     I am asking you  because its broken on its own due to poor quality and you have known issue with your left hinges)
3. A simple hinges broken, its repair procedure requires a good amount of parts replacement Top Cover, Bottom Enclosure and also disassembling the laptop to fix the hinges, This is very painful, no one likes a postmortem on his new laptop.   This also leaves a possibility that other parts may get damaged in the process.
There is only two ways, that could convince me.
1.   Either replace your faulty product and give me a new laptop.
OR
2. Take the responsibility of fixing hinges when ever is broken in my 2yrs extended Warranty period free of cost. 
by adding me to ADP coverage for my exended period of warranty.  ( Remember I am not asking you to do any favour if i drop the laptop or spill coffee over it.  )
This way, i would be relaxed and would not be worring about quality of hinges and what if after fixing it breaks away again on its own.
Remember laptop is worth Rs, 1,15,000/- .  Its brought from my hard earned money.  I feel too much of pain.
Regards
Jignesh.
Dear Mr. Desai,
Greetings!
This is further to telephonic conversation, I appreciate you taking the time and giving us a detailed summary of your experience.
We understand that your experience was not a positive one and we sincerely regret for any trouble or inconvenience we have caused you however it was not our intention to disappoint you in any way with our service. We wish to address your needs and provide the best solution available to resolve your issue as soon as possible.
As discussed, your HP ENVY 17 LM TS SE 17-j102TX ALLis covered under repair only warranty.  Any electronic products has chances of failure. Thus all electronic products have warranty policy which clarifies that against technical failure during the warranty period will get rectified without any additional charge.  In accordance with the warranty policy of the company, the company has investigated into your grievance and is in the process of procurement of a replacement for a spare of the HP ENVY 17 LM TS SE 17-j102TX ALL.
As discussed our technical team has validated the reported issue and confirmed part to  be replaced free of cost as an exception.
Kindly share your confirmation to  proceed further with part replacement, however the request for unit replacement is not a resolution to the reported issue.
We request you to refer HP Warranty Terms & Conditions for more information.
http://welcome.hp.com/country/us/en/privacy/limited_warranty.html
Should you need any further information please feel free write back, we would be more than glad to assist you.
Thanks and regards,
Pratheesh C R
Customer Relations Case Manager
APJ PPS CSS
[edited personal information by Moderator]
India
Working Hours: 09:00AM to 06:00PM (Monday to Friday)
- Your full name  :  Jignesh [Edited]
- Country location:   India
- Telephone contact number  :  [edited phone number]
- Email address :  [edited email address]
- Model and Serial number of your unit
1) Serial no :[Serial Number edited by Moderator]
2) Product no:F2D12PA
3) Model :HP ENVY 17 Leap Motion SE NB PC
Costing Indian Rupees : 1,15,000/-    One Lakh, fifteen thousand.
Such a high value PC and Hinges gets broken just within 6 months.  This is a case of HP poor quality product.
Yet as per HP Support Service Partner "Jabil Center", Andheri Area, Mumbai City,  says that this is considered as damage by customer and it cannot be covered under warranty.
As per them, I have to claim under ADP and for that I have to prove that it was Accidental Damage,  which is again  subject to HP approval.
(Now I am wondering, was choosing HP over Dell my mistake ?)
As per Engineer, to fix hinges, he has to change Laptop Top Cover and Base enclosure,  which means almost dismantling the laptop and reassembling. (as per YouTube videos)
Something that is not acceptable to me.     I would rather demand a replacement for a fault product.
- Any HP Case numbers or HP Service Ticket numbers you may have been provided by Hewlett-Packard   :  For reference, Case ID is [edited case Id number by moderator]
- HP Support Forum Username  : JigneshDesai

Answer 1

Hi @JigneshDesai ,
Thank you for visiting the HP Support Forums. I needed to edit your post and remove the personal information that was present. From our Rules of Participation:
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Thank you
George
I work for HP