HP ENVY X360 CONVERTIBLE 15M-ED0023DX Hinge broken

[AE01]

HP ENVY X360 CONVERTIBLE 15M-ED0023DX screen coming apart and popping out due to hinge defect (laptop will not open, close, or move into convertible position). I am very careful with this laptop as it is my only laptop for my home business. I shut the laptop and the screen popped out and made a cracking/grinding noise. My laptop is under an extended warranty, and I am advised to mail my laptop to HP. However, I will be without a laptop. I conduct my business on my laptop. I cannot afford to lose business. I requested a laptop loaner. I was denied. I asked if there was an HP service center in my area. There is no service center in my area.

I am faced with a decision. Do I keep the laptop as is (defective and faulty design), so I do not sacrifice losing business or do I mail my laptop in for repair and purchase a backup laptop to use while mine is being repaired. I should not have to purchase another laptop, but that would be my only option. I have seen an extensive amount of reviews, pictures, and complaints about the HP X360 convertible’s screen hinge coming apart, yet HP continues to sell this product. In this situation, I believe a loaner laptop would be the right thing to do for the customer. However, the situation is this: I purchased a laptop for $1100. The laptop is defective with a design flaw as evidenced by an extensive amount of customer complaints and reviews (it’s a simple google search), I am advised to mail my laptop in with no guarantee of repair time and no loaner laptop. This is more than an inconvenience; this will have a negative impact on my business. This warranty program is not designed with the customer in mind. If it were, then there would be a reasonable loaner program. People need reliability in the products that they spend hard earned money for. I understand laptops/computers have issues. However, HP has been notified of this HP ENVY X360 CONVERTIBLE 15M-ED0023DX and similar class laptop's hinge issues, but continue to manufacture and sell this same laptop. It isn’t right. The laptop loaner program isn't right. Another issue: My laptop will not open or shut. I am advised by HP to ship it in an open position or force it shut to fit in the box, which would potentially crack the screen, pull the entire casing off, or worse. HP has not provided any guarantee that I will not be held financially liable if damage occurs from my attempt to force this laptop shut or ship it in an open position. I was told a case manager would call me. However, I have yet to receive a call from a case manager. My laptop with the hinge issue/defect has still not been resolved by HP, Inc.