HP Envy x360 screen pop out and lack of support through Whatsapp

[Cotdot]

I purchased my laptop (Model: HP Envy x360 2-in-1 Laptop 15-ew0009nf (6K9M4EA)) less than two years ago. I also bought the Care Pack warranty, which still has 3 months left.

Recently, I encountered a significant problem with the device: the right hinge is stuck, preventing me from closing the laptop (or opening it further), as otherwise the screen pops out from the bottom right corner. Although the laptop is still functional, this issue renders it non-portable and severely limits its intended use.

This is a known issue; many other customers have had this problem with similar models (x360 series) for years.

I am shocked to find that there is no section dedicated to "damage" support on your technical support website. This omission is very concerning, as structural damages such as the one I am experiencing significantly impact the usability of the laptop.

Because of the lack of "damage" support, I resorted to using the WhatsApp chat support to get help. However, I was greeted by a bot which asked me for my personal information before displaying an error message: "the bot can no longer talk" (error code: 2004).

How am I supposed to get assistance?

I can try to close my laptop despite the crunching sounds and put it in a box to send it back to the factory, if that is even what I am supposed to do (no "damage" support means no information on how to deal with damaged devices). However, that would likely make the damage worse; I know my device is working as it is now, but I have no guarantee it will continue to do so if I force it to close and then open it again.

Thank you for your prompt attention to this matter.

[Rachel571]

Hi @Cotdot 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[Cotdot · Accepted solution]

Update :

The screen is cracked as well.

I was informed that I should reach out to phone support for hardware damage, so I did.

I've been told that the warranty does not cover the repair, which would costs 461€ should I want the laptop repaired.

I've been using the device properly to the best of my knowledge. The stuck hinge looks like a manufactoring issue from the amount of people experiencing it (a quick search through the forum for popped out screens of x360 models would be proof of it), and it is not covered.

If you are going through this same problem, best of luck.
The only solution is to pay.