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Hoosier76
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Another HP Envy x360 Broken Hinge

HP Envy x360 15M-BP011DX
Microsoft Windows 10 (64-bit)

Hello!  We purchased the Envy x360 in mid-2017 and have had the left hinge break.

 

20191207_112012.jpg

 

This seems to be a common defect in these laptops as reflected in the number of posts on this forum.

 

The laptop has not been dropped, mishandled or modified in any way.  Never carried by the lid, etc.

However, just last week my wife head a crack and the hinge mount popped up.  Upon inspection, it appears the plastic piece that the hinge attaches to within the lid housing is weak and has broken.  The screen still works at this point, but we are very careful to move the lid in order to avoid any additional damage.

 

We assume HP will stand behind this manufacturing defect and resolve accordingly even though we are outside of our 1-year warranty.  My wife otherwise has been very happy with this computer and doesn't want to replace it with another brand at this time.

 

Please contact us with next steps.  Thank you!

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Another HP Envy x360 Broken Hinge

@Hoosier76 

 

I have asked that someone take a look.

 

Should there be any response, you will see it here before an HP agent or moderator contacts you using other means.

 

Meanwhile,

If you have not done so, I recommend that you contact HP Technical Support.

 

Open a case, provide the required information - Explain the issue, including in the brief description that the hinge is broken.

Submit the case to receive contact information.

 

If you cannot contact Support - excluding the reason that the center is simply closed during off-business hours, let us know.

 

 

HP Technical Support - HP Contact Information

 

Reminders

  • Use the serial number of the device to submit the case (do not post that information on the Community).

 

  • Chat is not available in every region. In those areas where Chat is an option, Chat service hours are likely restricted.  In the event that Chat is not available in your region:  Call the number provided in the HP directory, else submit your case online (to receive phone contact information)

 

  • HP will advise you there is a fee for phone support and / or other services when your computer / device is no longer under warranty.  This is normal business practice.

 

  • HP may tell you that certain services are not covered under warranty.  This is normal business practice.  Standard Warranty typically covers specific hardware issues as explained in the Warranty contract. Care Pack coverage and warranties differ by package.

 

  • If the HP Contact (phone) number is not immediately provided:  Contact information is displayed on your screen after you submit your case online.  

 

  • HP websites are the only ones allowed to use the HP copyright circle/logo.  Look for the copyright on any website claiming to be HP. If in doubt, scroll to the bottom of the Website to find HP copyright logo.

 

  

“Everywhere” Contact Information - HP Technical Support

 

Open website  HP World-Wide Support

 Select your region and follow the prompts

 

Option – Regions

 

USA / Canada

Submit information / case online: Contact HP Support – Assistance Portal

  1. Sign in or continue as a guest

 

UK

  1. For faster support, first submit information / case online HP Customer Support UK
  2. Contact by Phone: Contact HP UK – Phone Assist

 

Option - HP Support is on Facebook!

HP on Facebook

 

From HP:  HP Fraud Alert: Protect Yourself from Scams, Report Suspicious Calls

 

From HP > CAUTION

Recently, HP has seen an increased number of third-party support websites selling HP driver downloads or diagnostic tools. Many of these websites use the HP trademark symbol and claim to be official HP distributors.

 

If your product supports your operating system, HP offers your driver and software at no additional cost through the HP website.

 

Use caution when dealing with any website that asks you to pay for HP driver downloads or tools that claim to diagnose your HP products. These websites might not be affiliated with HP in any way.

 

Do not install BIOS updates from a motherboard manufacturer's website. Only install BIOS updates from HP. Installing BIOS updates from the motherboard manufacturer can prevent the computer from accepting an HP system recovery. This could result in a loss of data.

 

 

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

 

 

Reference and Resources – Places to find (more) help and learn about your Device

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE:  Content depends on device type and Operating System

HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides, Product Information, more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP ENVY x360 - 15m-bp011dx

or

Open Support Home

Enter the name of your device

 

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

 

Click Thumbs Up on a post to say Thank You!

Answered? Select the relevant post "Accept as Solution" to help others find it.

 

 

Kind Regards,
Dragon-Fur
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Message 3 of 3
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Another HP Envy x360 Broken Hinge

@Hoosier76

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.

 

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation