HP ENVY 13-ba0000 Laptop has broken display hinge causing case to split

[andyjh]

My HP ENVY 13-ba0000 laptop has a broken hinge. The securing screw has split from the plastic and it's now not possible to open/close the lid without breaking the case. The laptop was purchased in Feb 2021, but has had extremely light use - it's basically sat on a home desk, rarely gets moved and is otherwise in good condition. This problem is very widely reported with HP Envys, including on this site, and is clearly a design flaw. What can HP do to rectify the issue?

[BeemerBiker]

Your system is probably out of warranty and I suspect (like you do) that the problem is not covered.

In the USA one can contact the better business bureau and complain.  Is there something like that in UK?

If so, let me know so I can provide that information to other owners.

[Raj2111]

Hi @andyjh 

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that there is an issue with the hardware and may need repair.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the 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

Take care and have a good day.

-Regards

Raj-HP Support

[andyjh]

Thanks @BeemerBiker.

Yeah, the problem won't be covered by the warranty. In this scenario, has anyone in the UK had success rectifying this issue via their retailer and the Consumer Rights Act?

In the UK, all products are covered by the Consumer Rights Act 2015, which gives various protections including against failures in the quality of the goods. These rights are statutory in law and exist between the consumer and the retailer, so are complementary to any warranty offered by the manufacturer (https://support.hp.com/gb-en/document/c03922002). Obviously, assessment of quality is subjective, so often retailers will push back on these claims and/or try to push the consumer towards the manufacturer and use of the warranty. However, if the retailer gets enough reports of the same issue (which might be true for the HP Envy's dodgy hinges!) they might concede the problem and will sometimes put pressure on the manufacturer to rectify regardless of the warranty cover. So I'm trying to work out whether anyone in the UK has had any success with pursuing remedy for this problem with the retailer after their warranty has expired. In my case the retailer was Curry's. Very grateful to anyone who can share their experiences in this regard - thank you!

[BeemerBiker]

Thanks for providing that link!  

I added it to my warranty information advice page:

This link shows how to get warranty information.

Click here to read how to dispute a warranty.

Rights in the UK
https://support.hp.com/gb-en/document/c03922002

Out of curiosity, did the agent provide any useful advice?

[andyjh]

The agent sent instructions on how to get a support telephone number from their website. Unfortunately the steps didn’t make sense - I.e didn’t match options on the website. I eventually was directed to a page that gave me the opportunity to buy a telephone support contract!

 When I queried, I was sent a telephone number….

 I haven’t called it yet as I’m travelling on business this week. Will let you know what they say. 

[BeemerBiker]

You can probably replace the plastic bottom case

 Go to below site and put in your serial number or your product id and look for "plastic kit" or enclosure or possibly "misc"

https://partsurfer.hp.com

Just guessing this product ID

and found this

L94027-001

BASE ENCLOSURE NATURAL SILVER

using bing or google

https://www.google.com/search?q=L94027-001&sourceid=chrome&ie=UTF-8

-or-

https://www.ebay.com/sch/i.html?_from=R40&_trksid=p4432023.m570.l1313&_nkw=hp+L94027-001&_sacat=0

27:11 into this video is hinge replacement

https://www.youtube.com/watch?v=yevWx1-Jfgo&ab_channel=HPSupport

I assume the hinge is OK but the plastic part the screw goes into is broken.  Possibly a small amount of fiberglass epoxy may be sufficient..

[andyjh]

The telephone support assistant said that the problems with HP Envy 13 hinges were not known by HP! I pointed out that multiple people have reported this, but she said HP only recognise the issue for the Envy x360.

I'm collating a list of HP Envy 13 hinge failure reports in case it's useful to anyone else:

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Envy-hinge-issue/m-p/889378...
https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-13-Envy-Hinge-Issue/td-p/87...
https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Envy-Laptop-Hinge-Broken/m-...
https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-ENVY-Laptop-13-broken-hinge...
https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Envy-13-ad010nr-Hinge-and-Moun...
https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/13-ba0951nd-HP-Envy-13-hinges-...
https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Envy-13-Ah1025cl-broken-hin...

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/HINGE-ISSUE-ON-ENVY-13/m-p/8681026
https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Broken-HP-Envy-13-Hinge/m-p/8545928
https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Broken-hinge-on-HP-Envy-13/m-p/883288...

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Envy-13-ad010nr-Hinge-and-Moun...