HP Pavilion Laptop Broken Hinge - Right to repair

SnowHill

My wife has a HP Pavilion Laptop which is just under 3 years old, when she purchased it from HP Online Shop she took out the optional 3red year on the warranty. Just over 2 weeks ago she opened it up as normal, and there was an audible crack and it would appear hinge on right side has broken. 

Not to worry with thought its still under warranty so we can get HP to repair it or so we thought. We went through the online chat via WhatsApp and chatted to someone somewhere in the world, who told my wife we were not covered as she had caused the damage, or as they call it Customer Instigated Damage (CID). We disagreed with the answer and asked for it to be escalated as a laptop of this age and low use should not fail like this, she quoted the SAD FART statement to them and we awaited a response. This morning over 2 weeks later we got a response in which they refused a free repair and have only offered a paid repair, for which they gave no details. 

Searching online there are numerous complaints relating to broken hinges so it would seem HP know there is a problem but refuse to address it.

What are our options now and what chance of success if we take it further?

TadleyBaggie

Warranty can have any conditions, such as not being covered for end user caused damage. You are probably not going to win this battle

So instead of claiming under the warranty, you would need to insist it is covered by your statutory consumer rights. However at such an age you would need to prove that the broken hinge is due to a manufacturing issue, to do this you would need to get an independent report.

Ergates

To get a report you'll probably have to take your laptop to a repair place.  In which case you might as well get a quote from them to repair the hinge.  It's likely to be cheaper than the price HP quoted and might end up being the easier and quicker option.

WIAWSNB

How did you get on, SnowHill? Did you tackle HP on this?

If you had Legal Protection included in your household insurance, then chances are you'd have this sorted pdq.

Bottom line - this wasn't CID. You weren't negligent. You didn't subject it to forces beyond what is operationally required. You use the laptop as it was designed to be used. They are taking the mick. AND you had extended warranty on it! Lawdie.

I hope you pursued this, as almost certainly you'll have won a free repair or replacement. Certainly with LegProt backing you.

user1977

They haven't logged in here since December, not sure why you're resurrecting the thread?