Broken Hinge on HP Envy x 360

[NEDuncan]

Today, when I opened my laptop, the left hinge broke and split the base of my screen. Unfortunately, my warranty has expired, and it wouldn't have covered this issue anyway. It appears to be a common problem. When I contacted the virtual assistant, I was advised to take it to a repair shop. For those who have dealt with a similar issue, how much did you pay for the repair? The repair costs I've seen are about 1/3 to 1/2 the cost of the laptop, which seems excessive. I've also noticed there's a class action lawsuit about this specific problem. Has anyone provided information for the lawsuit, and what's the best way to resolve this issue?

[Sneha_01]

Hi @NEDuncan 

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

[NEDuncan]

Thank you for your response. However, I must express my dissatisfaction with this outcome. The hinge breaking issue seems to be a common problem among HP devices, which suggests a design or manufacturing flaw rather than individual misuse.

Given that this is a recurring issue for many customers, I believe HP should provide a more satisfactory resolution, such as a complimentary repair or replacement, rather than requiring me to bear the cost of a hardware repair for a problem that is systemic. I kindly request that HP reconsider this situation and provide a solution that reflects responsibility for the product’s durability.

I look forward to your assistance in resolving this matter.

[NEDuncan]

Thank you for your response. However, I must express my dissatisfaction with this outcome. The hinge breaking issue seems to be a common problem among HP devices, which suggests a design or manufacturing flaw rather than individual misuse.

Given that this is a recurring issue for many customers, I believe HP should provide a more satisfactory resolution, such as a complimentary repair or replacement, rather than requiring me to bear the cost of a hardware repair for a problem that is systemic. I kindly request that HP reconsider this situation and provide a solution that reflects responsibility for the product’s durability.

I look forward to your assistance in resolving this matter.

[Nal_NR]

Hi @NEDuncan,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand your concern. To get more details on complimentary repair or replacement, I recommend you contact phone support for more information. 

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[NEDuncan]

I dialed the number and was directed to an automated system that had trouble understanding half of the information I provided to get assistance. Since it couldn't process the information and connect me to a live agent, it kicked me out of the system. I tried twice, but it didn't work. Then, it instructed me to visit hp.com/callme, where I could choose who to speak with. When I selected support for out-of-warranty products, it took me to a page that required payment. This is incredibly frustrating. I feel like you're not trying to help me.

[NEDuncan]

Attempt number 2:

The number I was given in private messages is an Autobot that cannot recognize the letter "c" when I spell my name or give my serial number. Can I be given another way to contact HP? 

This issue is still not resolved.