Broken hinge

[Kristen131]

I purchased a $1100 envy360 in 2018. The laptop is now two years old so it’s a year out of warranty. I was using it last night and the left side hinge broke from the inside out. I called hp and they said because it’s out of warranty I would have to pay $500 to have it fixed which would take over a month. I am a college student I don’t have $500 or a month to get my laptop fixed. I told the person on the phone that tons of other people have this same issue so it’s obviously a quality issue. I have NEVER dropped it. I’m so disappointed that HP won’t stand behind their products and do the right thing and fix it for free. The laptop should last longer than two years before it starts to fall apart.

I’ve asked them to have a manager call me.

[Kumar0307]

@Kristen131, Welcome to the HP Support Community!

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

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[milhome]

Hi Kirsten, I am having the same problem. Any update as to what has happened? Cheers.

[Kristen131]

Update 

HP said they will not fix the laptop because it’s out of warranty. They said they have had not complaints of this issue happening to other laptops which is a complete lie because I have seen tons of photos and complaints that the laptop has this hinge issue. They said they can fix it for $250 but I’m not paying with that nor will I pay that because this is a quality issue not something I caused. I have been an HP user for 12 year. I will never by another HP again after this. HP does not stand behind their products! 

[Kristen131 · Accepted solution]

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@Kristen131 wrote:

Update 

HP said they will not fix the laptop because it’s out of warranty. They said they have had not complaints of this issue happening to other laptops which is a complete lie because I have seen tons of photos and complaints that the laptop has this hinge issue. They said they can fix it for $250 but I’m not paying with that nor will I pay that because this is a quality issue not something I caused. I have been an HP user for 12 year. I will never by another HP again after this. HP does not stand behind their products! 

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@Kristen131 wrote:

Update 

HP said they will not fix the laptop because it’s out of warranty. They said they have had not complaints of this issue happening to other laptops which is a complete lie because I have seen tons of photos and complaints that the laptop has this hinge issue. They said they can fix it for $250 but I’m not paying with that nor will I pay that because this is a quality issue not something I caused. I have been an HP user for 12 year. I will never by another HP again after this. HP does not stand behind their products! 

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Update ...... I finally got in contact with someone from HP.  After tons of back and forth I got an awesome person that helped me with the issue and the laptop was fixed free of charge. They even overnight everything so it was a super quick fix......