Faulty Hinge on ENVY x360

Nat63 · ‎07-11-2022

SERIOUS KNOWN DESIGN FLAW with ENVY x360

Unfortunately, a broken hinge on the HP Envy x360 is not an uncommon issue faced by its users (see list of similar posts) and I am no exemption.

When closing the laptop (as it is intended) from 90°s the screen pops and detaches from its casing. The hinge appears to have separated internally due to a design flaw present in the laptop model.

The laptop has been used delicately throughout and when used like a tablet - seemingly a design advantage, the product failed to meet satisfactory quality. Although out of warranty by less than a year, the Consumer Rights Act 2015 makes it an implied term of the contract I have with HP that goods be as described, fit for purpose, and of satisfactory quality.

When contacting customer services to explain that the issue faced, I am met with a quote of over £300 for repair with the best discount of 15%. It is simply unfair to demand repair costs in any sum due to a design flaw faced by many users. Various posts have suggested that HP looked to a remuneration scheme or recall, however, I was unable to confirm this.

Similar posts regarding the same design flaw:

The most prominent post is: https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Broken-Hinge-on-Envy-x360/m-p/...

Others:

Images of the flaw (which appear to be modified to become removed):

With HP Customer services being unable to assist, the best I can hope is to have to escalate to an ombudsman or further.

I am extremely disappointed with HP and the laptop itself, I had a 2-in-1 convertible laptop in the past that has served me for over 4 years from a different brand [Content Removed]. I decided to save up my money for a better and newer version (or so I thought). I have taken great care of this laptop, there are no scratches, the screen is without any faults and yet by using it for an intended purpose of a tablet - it falls apart as if I tried to convert a standard laptop into a tablet.

Echo_Lake · ‎07-12-2022

@Nat63

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M5501 · ‎07-12-2022

Hello,

I’ve had the exact same issue although my laptop is the HP ENVY Laptop 13-ba0002na. The hinges have snapped and screen has cracked through only minimal use of the laptop, and it is only just out of warranty. I have tried to contact HP multiple times and through different mediums such as email, WhatsApp and phone support but have not been offered any reasonable solutions. I also received the same offer of 15% discount after ‘speaking with their supervisor’ however I went through this process twice and received a different quote each time. I have tried to raise a complaint through the ‘Best2serve’ customer support platform as well but no one has responded to me. This is a shame as I would like to continue using HP products in the future but asking for over the half the price paid for the laptop to carry out a repair to a known design flaw, is unjustifiable.

Please let me know if you get anywhere with your post and i would like a member of the HP team to contact me please.

Echo_Lake · ‎07-12-2022

@M5501

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, in order to bring your issue to the attention of an appropriate team within HP. I am sending you a private message. Please check the mailbox icon at the top-right corner of this screen.

Hope this helps! Keep me posted for further assistance.
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!

ECHO_LAKE
I am an HP Employee

Nat63 · ‎07-25-2022

UPDATE

Since posting and being in contact with the team, no solutions have been offered. I have been told that my "concerns" are passed to the right team and that I will be contacted between 2-3 business days and I have yet not received anything (it's coming up to two weeks now...)

I am honestly lost for words. I really expected more from HP. I will have to raise this further if there is no solution by this week.

My most extensive advice - DO NOT BUY THE HP Envy x360

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