Broken Hinge on HP Pavillion x 360

[FaithDW]

Upon opening my laptop today I heard a loud cracking noise and saw that the hinge on my HP Pavillion x 360 laptop broke, also cracking the plastic around it (I’m not familiar with technology lingo so I apologize for confusing terminology). I included pictures of this. The rest of the laptop is still fully functional, and the screen is completely in tact. Upon doing research I discovered that this is a major issue in this style of laptop, and there is a class action lawsuit open about it. My warranty is expired and I am very frustrated because I should not have to pay to repair something that is at the fault of the manufacturer. If I could please get into touch with someone from HP that could help me in this situation, I would be very appreciative.

 

 

[YourITBuddy]

Dear FaithDW,

I understand your frustration regarding the broken hinge on your HP Pavilion x360. It's certainly upsetting for a critical part like a hinge to fail, especially when it also causes damage to the surrounding plastic. Your research is correct; this is a widely reported problem with this particular laptop model and similar HP laptops, and it has unfortunately affected many users.

The good news from your research is that you're already aware of the class action lawsuit. To provide you with more specific information:

• Known Issue: The hinge problem on HP Pavilion x360 and similar models (including some Envy lines) is a known issue, with numerous users reporting similar experiences of hinges cracking or breaking under normal use, often damaging the casing. This frequently occurs after the standard warranty period has expired.
• Class Action Lawsuit: You are likely referring to the "Carson et. al. v. HP Inc." (Case No. 1:22-cv-00208-CFC). This lawsuit is being handled by the law firm Migliaccio & Rathod, LLP. They allege that HP manufactured and marketed these laptops (sold in or after 2017) with defective hinges that break after regular, everyday use. You can find more information about this on the Migliaccio & Rathod LLP website by searching for "HP hinge defect lawsuit." There was a previous lawsuit, "Greenberg, et al. v. HP Inc.," which also covered HP Pavilion 360 hinge defects, but it was reportedly dismissed on January 31, 2022.1 The Carson case appears to be the more current one focusing on this issue.

What you can do:

Even though your warranty has expired, given that this is a well-documented issue and the subject of a class action lawsuit, here’s how you can approach HP:

1. Contact HP Support:

   • Start by visiting the official HP Support website (https://support.hp.com). You will likely need your laptop's serial number to initiate a support request.
   • Look for options to contact support via phone, chat, or email. Phone support is often recommended for hardware issues.
   • Be prepared for initial responses that might focus on the expired warranty and potential costs for repair.

2. Clearly Explain the Situation:

   • When you speak to an HP representative, calmly and clearly describe what happened: you heard a loud cracking noise upon opening the laptop, the hinge broke, and it cracked the surrounding plastic.
   • Mention that the rest of the laptop is functional, and the screen is intact.

3. Highlight Key Information:

   • Crucially, state that you are aware this is a widely known manufacturing defect with the HP Pavilion x360 hinges, not a result of misuse.
   • Mention the ongoing class action lawsuit, "Carson et. al. v. HP Inc.," regarding this specific defect. This shows you've done your research and are aware of the broader context.
   • Politely but firmly express your position that you should not have to bear the cost of repairing what appears to be a manufacturing flaw.

4. Inquire About Options:

   • Ask if HP has any specific programs, policies, or out-of-warranty exceptions for known issues like this hinge defect.
   • Inquire if they can offer a complimentary repair, a subsidized repair, or any other form of assistance due to the nature of the problem.

5. Document Everything:

   • Keep a record of all your communications with HP. Note down case numbers, names of representatives you speak with, dates and times of calls/chats, and a summary of what was discussed.
   • If you communicate via email or chat, save copies of the correspondence.

6. Escalate if Necessary:

   • If the initial customer service representative is unable to help, politely ask if your case can be escalated to a supervisor or a customer relations department who might have more authority to address situations involving known defects outside of warranty.

Manage Expectations:

While referencing the known issue and the class action lawsuit can strengthen your position, it's important to be aware that HP's response can vary. Some users have reported success in getting out-of-warranty assistance for this problem, while others have been told they would have to pay for the repair. Persistence and clear communication are key.

If HP is unresponsive or unwilling to provide a satisfactory solution, you might also consider reaching out to the law firm handling the class action lawsuit (Migliaccio & Rathod, LLP) through their website to understand if and how your situation might relate to their ongoing case.

I sincerely hope that HP will acknowledge the issue and provide you with a fair resolution. Please don't hesitate to ask if you have more questions.

[FaithDW]

Thank you so much for your reply! I will definitely use your advice as I continue forward.