Broken hinge on HP Envy x360

[RemzP]

Hello, similar to the numerous descriptions listed on here under the same subject line, my HP Envy x360 15” lower right hinge separated from the screen this morning (side note: I spent at least a month looking into various brands and models specifically to avoid such a problem. HP has always been good to me with its desktop and laptop design, so I thought the Envy x360 would also be highly reliable.).

It appears that two screws fell out, along with small bits of plastic - from what I can see, the plastic crumbs seem to be from the laptop cover, behind the screen.

This was due to faulty hardware, not mishandling. 

While the laptop is out of warranty at this point, I see from other postings, that HP has recognized the design flaw and is willing to replace this at no cost.

Please provide me with the contact information necessary to begin the repair process, and replace the flimsy plastic with a more durable material.

Thank you! 

[Anand_Andy · Accepted solution]

Hi @RemzP,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Envy x360 Notebook PC. 

As we have limited support boundaries in the support community as of now. I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[TPOOL]

Hi RemzP,

I entered a Post on 7/21/22 with the same hinge issue on my daughter's Envy that is about 6 months out of warranty.

I also received a Private Message from HP Support offering to help - they referred me to a separate Support Group that deals with hardware issues.

HP Hardware Support would not speak with me unless I paid them a $50 fee for the privilege of speaking with a HP Representative. So I replied to HP's original Private Message pushing back on a fee to simply find out if HP is willing fix my hinge because it appears to be a known issue.

HP's final reply indicated I would pay charges since it's outside of the warranty period.  

I can only speak for myself, but my experience with HP Customer Support was not pleasant.

Would you be willing to update this Post on your experience with HP Support?