HP Envy x360 hinge broken, HP have been disgraceful

[Chris_Matt1]

I have an HP Envy x360 which I rely on heavily for university and working. Since I rely on it so much I take very good care of it , but the hinge on the left hand side has broken, popped out and cracked the screen. I looked up this issue and it turns out that this is a well known design flaw on HP's part , and there are hundreds of posts on the web from people with the same problem and even multiple class action lawsuits against HP. However, when I sought customer support from HP and for them to repair my device for me since the laptop broke through no fault of my own , I was made to wait three weeks ( with me following up multiple times with them) for their answer to be that the only option is a paid repair. They did not let me speak to a more senior staff member directly, nor explain why they 'could not' fix an issue which is well known to be the fault of the company. Further , looking at other options, I found that I would be made to pay over £20 just to speak to HP personnel over the phone. I frankly think it is absolutely disgraceful to treat a customer like this, let alone make them pay to repair a known design flaw with their device. Posting here to ask if anyone knows any other ways I can follow this up with HP. I like the product and it is useful when it works but I am losing faith in HP as a company. I also hope this can be a warning to others thinking about buying an Envy.

[Dragon-Fur]

@Chris_Matt1 

Welcome to the HP English Community --

Our HP Community is a peer-to-peer user forum -- that limits our ability to intervene.

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You should, of course, do something to make sure you can continue your class work -

From what I recall, there is little that is accepted as a reason for not completing what is required.

If the machine is yet functional at all, make sure you have your personal files and data backed up to a location other than on the computer.   Backups are protection against losing your data.   It is surprising how many people fail to take this one vital precaution to safeguard their work.

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[Sneha_01]

Hi @Chris_Matt1,

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