ENVY Left Hinge Failure - Screen Cracks

[Spang21]

The left hinge on teh HP Envy 360 (15 inch touch screen) failed.  It failed upon opening the notebook and small pieces could be seen falling out of the hinge area, when attempting to close the laptop the screen cracks/shatters making it impossible to close the unit. 

Based on a quick google search, this appears to be a common failure mode for HP Envy notebooks which indicates a design flaw.    This notebook is not used that often (less than once a month) in the household and only used by adults, it has never been dropped or had any impact damage to cause this type of flaw. 

Has anyone else experienced this issue and how did you get it resolved?  This is our first HP notebook and now I am regretting that we switched to HP.  

[Betty0610]

@Spang21

Welcome to the HP Support Community.

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please do check your inbox on the forums page for the private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Spang21]

Thank you for this initial response, I look forward to hearing directly from the internal HP team.  I will hold off on clicking the accepted solution button until I hear from them and see their solution.  

[Sentinel694]

I have the exact same issue with a bp111dx laptop except on the right side. The hinge itself is still operational but the threaded inserts in the lid that hold their screws in place seem to have just broken completely free from the housing. Now every time you open the lid, the screen and bezel try to seperate from the back cover. Very poor design to have such a stress point not reinforced

[Spang21]

Hi Everyone - 

I wanted to provide an update on HP's response to this known failure mode of the hinge failures.  Unfortunately HP has responded that they will not take any action since the warranty has expired.   I understand my warranty is expired, however this hinge failure is not normal wear and tear especially for a PC that is used once or twice a month and is supposedly designed to flip over into a tablet (which I have never done).    

I am disappointed that HP has a known defect and will do nothing to address it accept have their customers pay more money to fix it.   Good luck to all of you that have experienced the same failure, it looks like HP will not be standing behind their products.  This was the first and last HP PC I will be purchasing, all of my other laptops have never had an issue like this.