laptop hinge part broke the screen

[ahmed2821]

my new laptop (hp envy 360) hinge part went out of the screen causing screen damage, however, I used to treat it gently and that happened without any reason, I was just opening the screen 90 degrees...? after contacting HP support they couldn't help due to part unavailability in my current country. what should i do? 

[Anand_Andy]

Hi @ahmed2821,

Welcome to the HP Support Community

I understand you are facing an issue with your HP ENVY X360 Convertible Laptop PC 13m-Bd0000. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better, We would need some information on your printer's case. This information cannot be shared on a public post.

I have sent you a private message, reply to the message with your details.

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 or simply click on this link.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Anand_Andy]

@ahmed2821,

To assist better:

• When you reached HP Support did the executive provide any case reference number?
• Which country are you reaching us from?
• Did you purchase the unit from the same country where you are residing now?

Keep me posted.

[ahmed2821]

1 - no they haven’t provided case reference number.

2 - i live in Malaysia 

3 - no I bought the laptop from Saudi Arabia

hence, i have sent it back to Saudi Arabia to get fixed, HP Servies Center charges me 2500SAR which half its price already. While the damage was not on me at all, im quite upset of that HP didn’t believe that it got broken just by itself, I used to take care of the laptop and the proof that it dosent has a scratch. One day im opening the screen gently boom the hinge is out. I hope if there is a way that I could claim for the amount I paid, or at least  have a word that its not going to happen again since I don’t trust no more. 
Thanks fir trying to help

[Anand_Andy]

@ahmed2821,

Thank you for your response, I understand you have already sent the unit for repair.

We do not have an option to claim the amount paid. I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!