The Nvidia Defect Forum

Hi,

The right hinge on my HP Pavillion laptop recently broke. As a the laptop is still under guarantee I took it back to where it was originally purchased and explained that on closing the laptop, the hinge snapped and now I'm unable to close the laptop. John Lewis have told me that it's not something they can fix and that I have to now go through my home insurance to get this repaired.

The laptop has never been dropped, kicked, trod on or slammed shut since it was bought for around £700 a year and a half ago but they basically tried to tell me yesterday that I'd had a pen in it and then slammed it shut...why would I do that to my own laptop?!

This was yesterday, so today i've been doing some digging around on the HP laptop hinge problem and it seems to have been a regular occurence, to the point where HP actually recalled a number of their laptops in the US last year.

I'm going back to talk to them tomorrow morning first thing, but I have a feeling they are going to try and fob me off - please help!

Ben

Hello Ben and welcome to our forum.

Sorry to hear of the problem you are having with your laptop.

The "hinge defect" as it has become to be known affects a wide range of models of HP laptop.

What is the specific model of your laptop?

I don't know who you spoke to at John Lewis but what absolute baloney that you should claim on your home insurance.

Why should you do that? Besides, your excess will probably be more that the cost to repair it.

The hinge should not have broken after such a short space of time and should have lasted for the life of the laptop.

It is quite blatantly a manufacturing problem and John Lewis have to resolve this for you.

In much the same way as you would with the Nvidia defect, if your laptop is inherently defective then the retailer has to resolve it. If they don't then it's off to court you go.

I would contact them again and tell them that this problem is quite obviously a manufacturing defect and it is unreasonable for the hinge to snap after such a short space of time.

In my experience of this problem you will probably find it has also damaged the LCD lid as well. The retaining nuts in the LCD lid tend to snap away from the lid rendering it useless.

They may tell you to contact HP. You should tell them that your contract is with John Lewis and not with HP so it is John Lewis who should resolve the situation.

Don't let them fob you off Ben, be persistent and you will reach a positive resolution.

Just so you know, there is also the same hinge defect present in a number of the Dell Inspiron and Vostro range of laptops. I get a large number of these through for repair and rather than repair it and charge the customer I advise them to pursue the retailer instead of paying for a repair.

Please let me know the exact model of your laptop and I will advise further.

Best wishes

Paul
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