Broken Hinge caused screen to crack

[sinxy]

Hi have an almost identical issue to another recent poster:https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/HP-Envy-right-hinge-and-screen-broken...

I went to close my laptop today, the warranty having expired 31/10/21 and the hinge detached from the back for the screen. As I closed the screen, without realising the hinge wasn't moving, the hinge  pushed in to the screen and cracked the glass. The touchscreen is now not functioning and the laptop can't be closed. This is a ridiculous issue to be facing with a 1,5 year old machine at the price I paid for it. It seems to be a design flaw and I can see numerous other posts on the same issue,

I have tried to contact support, without success as they are essentially saying this is not their problem. I would like to escalate a complaint to the next level. How can I do this?

[Nirvana_95]

Hi @

Welcome to the HP Support Community. I see that you are facing hinge-related issues with your HP ENVY X360 Laptop - 13-Ay0008na. We want to help you with it. 

I have sent you a private message with further instructions to get this issue sorted. In order to access your private messages, click the private message icon on the upper right corner of your HP community profile, next to your profile Name or simply click on this link.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Yes" on the bottom right to say “Thanks” for helping. 

[sinxy]

As mentioned in the original post, I have tried telephone support and they have not provided an acceptable solution. Can you please advise how to raise a complaint?

[Nirvana_95]

In that case, 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. 

[Nirvana_95]

Hello @sinxy

We haven’t heard from you in a while, this post is with reference to the thread you had created with your  

friendly neighborhood (HP Support Community). 

Please send us the requested details via private message so that we can look into it.

If you would like to thank us for our efforts to help you, go to the public post & give us a virtual high-five by clicking the "Thumbs Up" icon below, followed by clicking on the "Accept as solution" on my public post. 

Have a great day ahead! 

[sinxy]

I have now sent the requested details.

[Nirvana_95]

Thanks for sharing the details.

We will look into it.

Thanks!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Yes" on the bottom right to say “Thanks” for helping. 

[Burky0502]

I am having the same problem.  Dam virtual warranty 

[DesignFlaw1002]

This also just happened to me on my HP Envy x360 - after less than 2 years the hinge broke and caused the screen to crack and the mouse no longer works. If HP had prior knowledge of this design flaw, I want them to replace the computer and make me whole.  When it is a design flaw and I don't believe my computer needs to be under warranty, I would like someone from HP to reach out to me.

[sinxy]

Don't hold your breath, they still haven't done anything meaningful from my initial post.