HP Envy hinge problem

husky_2

I have had my hp envy for just over 2 years. It is 4 months out of warranty and the hinge snapped resulting in cracking the screen when I went to shut the lid. I am wanting to know where I stand regarding consumer rights act as the product has not lasted a reasonable length of time ? I hardly use it so only light use over the past 2 years. I spoke to HP who said I have to take the matter up with John Lewis who I bought the laptop from but John Lewis told me to go to HP ?? When looking into this it seems to be a common problem yet HP will not accept this ? It cost £800 and HP quoted me £441 to fix it. Regarding the consumer rights act SAD FART what shall I quote to John Lewis ? And is this worth pursuing ? 

Aylesbury_Duck

Warranty is expired so HP are correct to refer you to JL, with whom your consumer rights lie.

You'll need an independent inspection to confirm it's an inherent design flaw or manufacturing defect that's caused the problem, as opposed to wear and tear or misuse.  A local IT tech will do, it doesn't need to go to HP.  Assuming you get that report, you then go to JL and ask for a resolution.  JL can choose to repair, replace or refund, but after two years a refund can be reduced to reflect use to date. You would also be entitled to the cost of the inspection/report from JL.  You could use small claims court if JL refused to act.  

IhateEuropcar

Exactly the same issue, with exactly the same computer, HP Envy XPS13 I asked a friend to take it into Currys for me as I'm not in the UK for a bit, and they flatly refused to take it. They looked up the serial number and said they can't take those models back. He said, "Currys can't repair these".

He apparently checked the reference number and said it is on the "Do not repair/book list". 

FPAIG

Hi We have just had the same issue on the HP Envy where the left hinge has broken. It’s ~18 months old so out of HP warranty, they quoted us an eye watering £320 to get it repaired. We bought it from John Lewis with a 2 year warranty so it’s gone to one of their repairers (Flextronis) for an initial assessment. I’m hoping they will repair it under the warranty - a simple Google search is littered with the same issue for lots of HP owners. Not sure what I’ll do if they refuse to repair it under the warranty. Does anyone have any experience of anything similar with JL or Flextronics or advise in case they refuse? I expect I’ll go back to JL customer services and argue my case.

Regards