Broken hinge on Envy x360 Convertible

[hpwrntjstexprd]

Very similar to a large number of others in the forum, my left hinge has broken.  The plastic where the screws attach the hinge has snapped.  I paid over $1000 for this laptop and even though it is out of warranty, this is a clear defect in either the design or hardware used in the manufacturing process.  I am looking for this to be handled as an automotive recall with the manufacturer completing the necessary repair work.  

I have been loyal to the brand over the years going back to my first desktop in the 90's.  I would like to stay with HP, but if this is where the product is going I will have to look elsewhere.

Please help!

[KrazyToad]

@hpwrntjstexprd

Welcome to HP Support Community

I understand your concerns and frustrations

I will escalate your case to HP's regional escalation team and a case manager will get back to you

Please check your Inbox

Thank you

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[hpwrntjstexprd]

Hey Krazy Toad, no contact from the HP escalation team.  Have you heard anything?

[hpwrntjstexprd]

For anyone following this thread.  I contacted HP via the phone today to discuss my issue.  It went nowhere fast as my laptop is out of warranty.  I shared that there are a large number of hinge issues on the support site and that it pointed to a factory defect to have a large population of the same broken hinge pieces.  She indicated that because it was outside of warranty that it was no longer a factory defect and that it was caused by normal wear and tear.  She also said that there were a lot of complaints and claims on the support site and that does not turn any of them into a factory defect.  She said I should have purchased an extended warranty.  I asked how that would have classified my break as a factory defect.  She said because it would have been under warranty.  What faulty logic.  I suggested she consider the automotive model when determining defects.  I don't expect to pay $1200 for a laptop and it only stay functional/intact during the warranty period and am not sure how breaks are only considered defects if under warranty.  I priced the fix at a local repair shop....$600.  I don't really feel like giving HP another dime. 

My first computer was an HP.  I've had 2 towers, 3 laptops and and 4 printers with a few stops at other manufactures along the way.  Loyalty isn't rewarded I guess.  One bright spot, I was selected to take the survey for the support center.  I plan to share my full experience.

To date, I have not received any outreach from the escalation team.