Defective Plastic for Hinge Thread Inserts HP Envy x360

[raijinbu]

HP ENVY - 13-aq0011ms - 6 monhts out of warranty and my hinges can no longer attach to the Laptop base. The plastic for the thread inserts broke off so the hinge plates can no longer screw into the base. My laptop was in perfect condition.  No drops or bumps. Light use. So careful with the lid. Based on the way it failed, I can't help but think this is a manufacturing defect. You would think there would be more support for the threaded inserts. Is there a way to fix this or or am I left with a defective laptop?

You can see the exposed thread inserts due to plastic disintegratingHappened to both sidesAll the broken plastic pieces I had to take out.There was nothing for the thread inserts to hold onto.

[Huffer]

Its not defective plastic its a seized up hinge. It would pull the locking screws up out of metal. I can discuss DIY options if you wish but almost nobody wants to go there. I have also escalated your issue to see if HP can offer some help. Good luck and post back if you have questions. 

[raijinbu]

That makes sense in a way. But how did the hinge seize up? Was it over torqued from the factory? I'm interested in DIY options but would rather if HP could either provide me a new base enclosure that I can transfer the parts into. 

[Huffer]

Hinges just seize up with use. It's common in thin laptops. HP is not the only affected brand. I am a fellow end user; I can't arrange to send replacement parts and HP likely no longer stocks the parts you need for sale. Yes, you need a new base enclosure and new hinges, too. 

[raijinbu]

So is HP not going to do anything for me at all? Any fixes will have to come out of my own pocket? Because this is ridiculous. You can't even get to an actual HP customer support without paying a fee and everything is all automated. For out of warranty folks, customer support is terrible. 

[Huffer]

I don't speak for HP as I do not work for them. I am a volunteer who helps other users. I did "escalate" your case to see if HP will step in and contact you. What they do from there is offline so I do not even get the chance to to follow. I know they sometimes pay attention to hinge issues but it seems to vary with the age of the laptop. "Just out" of warranty gets more help than 7 or 8 year old machines, it seems. I will try again but can make absolutely no promises. 

[raijinbu]

Huffer, understand and thank you for your replies and info. At this point I am just trying to actively get in contact with HP support but not having any luck. 

[Huffer]

Out of warranty you generally will not be able to do so without paying for the time kind of like a lawyer. You are better off working through the Forum if that pans out or just fixing it yourself. HP has no legal obligation even to furnish support on out of warranty machines I will observe. I am optimistic an HP Support Agent will come in here and start a conversation with you. 

[Kumar0307]

@raijinbu, Welcome to the HP Support Community! I’m here to help.

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

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[raijinbu]

Hi, I replied to your private message with the requested information. I have yet to receive any contact or updates about my case and it's been over a week. I'm tired of the empty promises and fake customer service that pretends like HP actually cares. As a long time customer I don't think I would support or recommend HP products. As someone who works in an IT lab, I will definitely take this personal experience into account as I decided what brand and model of laptops and workstations we will be acquiring.