Broken hinge on HP Envy x360

[JaimieHamilton]

Hello,

The left hinge of my HP ENVY x360 just broke, the screen popped loose down in the corner and two screws fell out together with some small, plastic pieces.

My warranty ran out last June (2019). I literally moved the laptop an inch to the right and the hinge broke. I have not dropped or misused the computer in any way, rather taking really good care of it, considering I had to pay close to $1,000 for it. Based on the tons of complaints around this same problem on this forum (and elsewhere) it is obvious that the hinge design is really poor.

I am obviously very unhappy with this and think that HP must offer an extended warranty for this particular problem.

A computer in this price range should not break after just more than one year of normal usage!

[asmita6658]

Hi @JaimieHamilton

Welcome to the HP Support Community. 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Community. 

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! 

[JaimieHamilton · Accepted solution]

I ended up writing an email to the VP and got a response from an Executive Escalations Case Manager at HP Inc. He agreed to repair the screen and hinge for free, as long as their inspection didn't show any signs of misuse on my part. Since there were no signs of me mishandling the laptop or causing the hinge to break, I mailed my laptop to them, and got it back with a brand new screen. Thanks HP!

[CPRAED]

The left hinge on my HP ENVY x360 just broke  Computer has not been misused at all.  This seems to be a common problem.  Has HP done anything to help with this?

[asmita6658]

Hi @CPRAED

Welcome to the HP Support Community. 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Community. 

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! 

[Sethas]

I have the same problem as numerous other users with the right hinge breaking despite no misuse. When I opened my laptop, the screen popped out. My warranty expired in July 2019. 

[DinesB]

I have the same question. my laptop left hinge is broken and really I haven't misused it or dropped it. Causually I opened it and the screws dropped off. I am feeling very sad . My warranty ended upon April 2019. The Pc was an expensive one and in this 2 year span I have never used it the Notepad mode . I really took care of it very much eventhough without any intervention it broke. Kindly help me out please...

[PLS34]

Hello

My HP Envy 360 left hinge came loose. just Friday - 7.31.2020. This was purchased end of 2017 so there is no warranty any longer.  I have only used the laptop with normal wear and tear. I would hoping the Envy would last longer than 2.5 years.

I have taken to a couple different computer repair places including Best Buy where I purchased the laptop and estimated the repairs will be 200 - 300 repair.  This is a known issue with most HP  laptops is the message I am getting. 

Repair time is about 3 weeks or more.  I have a commitment in about 10 days to assist with COVID19 - Contact Tracing and need my laptop to work.

I will be using my laptop as a desktop and not close the lid so I will be able to perform my tasks for COVID19 Contact Tracing.

Unfortunately, I will not be able to use the features of why I purchased the HP Envy in 2017.

I am not happy with this outcome and would like to have my Envy working so I can utilize other features and at least be able to confidently close the lid and not worry that I am causing more damage.

HP - please provide a solution so I can get my Envy back working as normal again and use for contact tracing.

Thanks

Patti

[Riddle_Decipher]

@PLS34 I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

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

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

Thank you for visiting the HP Support Community. 

[PLS34]

Thanks for the information.

I will accept as a solution once resolved.

If possible - since this is issue is time sensitive, I would rather have this repair locally and not have to wait on any shipping.

Please let me know how best to proceed.

Thanks