Broken Hinge on 2020 HP Envy x360 - 13" Ryzen 4700

[BereniceX]

Hello HP Community,

I've previously been a lurker but- literally one week after my warranty expired- I came inside from the park after playing with my toddler to see the left hinge of my screen broken & the screen itself popped out!! There are currently a mixture of dark spots & horizontal lines on the screen.

I tried replying to an older thread but it was closed so I am distinguishing my model above. I'd been very happy before and though, oh I got lucky-- HP sorted out the hinge issue but apparently NOT.

Needless to say, this computer has been very carefully handled, never dropped, & has hardly ever travels outside this house.

I am shocked the hinge / screen can have spontaneously fall apart like that, however. When I left, the screen was left open and everything fine so whatever happened, it has nothing to do with opening & closing it now, per se.

I'd greatly appreciate someone from the HP team contacting me about a repair without my needing to write to the various corporate people. Thanks in advance. I am in the U.S. btw & this was purchased brand new at Microcenter in my city.

[BereniceX]

Photo attached. I'll add this computer has never been dropped, & only rarely used as a 2-in-1. nearly all of its life has been as a regular laptop, often with the screen left open on a desk, so hinge wear is minimal. That the right hinge is still perfect is also telling.

[WFH19]

Hi, I have similar problem  as yours, yes it was soon after the warranty expired.

I've been quoted with $350.00 to repair and yet the whole unit cost me $720.00. so I decided that I use a external monitor so I do not need to open and close the lid and..

Never buy another HP laptop again!

Good luck fighting for the warranty repairs from HP 😖

[Kumar0307]

@BereniceX, @WFH19 Welcome to the HP Support Community! I’m here to help.

Apologies for the inconvenience. As this is a hardware issue, please reach out to the HP Technical Support team in your region regarding the service/replacement options. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other 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!

Have a great day! 

[Claire18181]

I have the same problem, happened yesterday. This seems to be a thing that's happening all of a sudden to a few people. Mine's out of warranty too, I'm waiting to hear from HP, but I am debating whether to get the Care Package that's offered after warranty has expired to get it fixed. I use mine for college too!

[BereniceX]

Thank you Kumar, and thank you Claire, for your replies.

Kumar, your answer is frankly unhelpful and unacceptable. HP's refusal to take responsibility on a poorly designed, $700-1000 or more laptop is shameful, and everyone from Enrique Lores on down should be aware of this.

Look at this and please ask someone how this corroborates with HP's stated values of "Sustainability," etc.

Awaiting your reply.

[Kumar0307]

@BereniceX

I understand your concern. Let me escalate this issue to the concerned team.

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.

[BereniceX]

Thank you, Kumar. I have been contacted by HP and we have reached a satisfactory resolution concerning repair. I'll note publicly that HP * is * responsive and that though there does seem to be an issue with this hinge... it's heartening that the company * does * stand behind their product.

[BlueJayDeeDee]

Kumar,

I have the same problem as the others (14 months after laptop purchase). I attempted to follow your video demo and create that Case as you suggested, but this message ensued:

Same issue when using the "Submit a New Case" by Serial Number:

Is that because I am out of the warranty period? 

How should I proceed? 

Thank you,

Colleen