HP ENVY Hinge issue

[Joe15241]

Suddenly today, the left hinge on my HP Envy laptop broke.  We paid $700 just 18 months ago and the product apparently comes with a 1 year warranty.  There are no more careful or gentle users than us.  A quick scan on the internet shows this to be considered a design defect and at least one potential class action lawsuits has been filed or considered.  Luckily the screen is not damaged, but it is essentially now a desktop as it cannot be folded closed and cannot easily be moved.

The question for the group is whether HP acknowledges this as a defect and what recourse I have?  And who do I contact to get the most satisfactory result?  I don't think the best option is to pay and have it fixed.  

[Nirvana_95]

Hi @Joe15241

Welcome to the HP Support Community. We are really sorry that you are facing hinge-related issues with your HP ENVY X360 Convertible Laptop PC 15m-Ed1013dx. We want to help you with it. 

I have sent you a private message with further instructions to get this issue sorted 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 or simply click on this link.

Thanks!

[TPOOL]

Hi Joel15241,

I have the same issue (I have a 7/21 Post). This must be a known issue since there are so many posts.

The other hinge related Posts I've seen end with a posting from HP similar to this (ending the Post with a cheerful impression).....

Welcome to the HP Support Community. We are really sorry that you are facing hinge-related issues with your HP Envy X360. We want to help you with it. 

I have sent you a private message with further instructions to get this issue sorted....

I can only speak for myself, and I hope you have a better experience than me.

The private message I received instructed me to call a specific HP service group since it's a hardware related issue. I called, and it was an automated line that would not transfer me to a HP Representative unless I paid a $50 fee for the privilege of speaking with a live representative.

I replied to the private message, pushing back on paying a $50 fee to simply find out if HP is willing to help with what appears to be a known issue.

I ultimately  received a final private message from HP confirming that I would pay charges since my laptop is out of warranty.

So I'm paying a local repair shop $250 to repair my hinge....I'm fortunate that I caught the problem before it cracked my screen. 

When your issue is resolved, would you be willing to update this Post on your experience with HP's customer service regarding the hinge issue?   

I wish you the best, and hope your experience is better than mine  😁