HP ENVY x360 2-in-1 Laptop - Hinge Design Flaw and Unresponsive Customer Service

[JonG9]

[My issue has been resolved - see details in my comment below]

Hello HP Community,

I wanted to share my recent experience with the HP ENVY x360 2-in-1 Laptop, and it's essential to bring this to the attention of fellow community members.

I purchased the HP ENVY x360 with high expectations, hoping for a reliable and versatile device. Unfortunately, my experience has been far from satisfactory, and I feel it is my responsibility to inform others about the issues I've encountered:

1. Design Flaw with Hinges: The HP EVNY laptop hinges are prone to breaking with normal usage. This is not an isolated incident, as a simple online search reveals numerous cases of users facing the same problem. It appears to be a widespread design flaw that needs urgent attention.

2. Deceptive Customer Service: When reaching out to HP's customer service, I was shocked by their denial of knowledge about the hinge issue. Despite being well-documented online, representatives claimed unfamiliarity and placed blame on the customer. This lack of transparency and accountability is deeply concerning.

3. Refusal to Take Responsibility: Despite being within my 12-month warranty period, HP's customer service refused to take responsibility for the faulty hinges. Instead, they directed me to their sales team for a quote to fix the issue at a cost of 270 GBP. This is an exorbitant amount, amounting to a third of the price of a brand-new laptop.

4. Lack of Responsiveness: My attempts to seek resolution through emails and messages to HP's customer service have been met with complete silence. For nearly two months, I have been left without updates or responses, even when reaching out through the official HP store channels, where I originally bought the laptop.

I urge fellow community members to exercise caution before considering the HP ENVY x360 2-in-1 Laptop. The combination of a design flaw and unresponsive customer service creates a frustrating and unsatisfactory user experience. It is my hope that by sharing this information, others can make informed decisions about their laptop purchases.

Let's encourage HP to address these issues promptly for the benefit of all users.

[A_Gayathri]

Hi @JonG9,

Welcome to the HP Support Community

I am sorry to hear that HP ENVY x360 2-in-1 Laptop - Hinge breaking with normal usage Not to worry I will help you to get a resolution to resolve the issue.

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action. 

Please check your 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.

I hope this helps! Keep me posted. 

Please click “Accepted 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!

[JonG9]

Hi @Gaya1239,

Thank you for getting back to me.

The link you sent me showing me my registered device (my laptop), and icons for Q&A, but no any form to fill.

I'm registered at the HP community with an account / not a guest.

Please advice,

FYI, I'm based in the UK/London.

Thank you,

[Irfan_06]

Hi @JonG9,

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 laptop hardware and may need repair.

The support here is limited and this issue might require one-on-one interaction to fix it.

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.

Irwin6

HP Support

[JonG9 · Accepted solution]

Hello HP Community,

I wanted to provide a brief update on my previous post regarding the HP ENVY x360 2-in-1 Laptop. After four months of patience and persistence in communication with HP, I'm pleased to report that the situation has been resolved to my satisfaction.

Initially, I encountered challenges with the laptop's hinges, which seemed to be a widespread issue among users. Despite my frustrations with HP's customer service and their initial reluctance to acknowledge the problem, I'm relieved to share that they eventually took responsibility for the issue.

Through continued dialogue and cooperation with HP's support team, they agreed to fix the faulty hinges under warranty, alleviating the financial burden that I initially faced. Furthermore, I appreciate the professionalism and dedication demonstrated by the customer service representatives in addressing my concerns.

I want to take this opportunity to extend my gratitude to HP's customer service team for their assistance and for ultimately resolving the issue. While it was a challenging process, their commitment to customer satisfaction is commendable.

As a result of their efforts, I can now fully enjoy the functionality of my HP ENVY x360 without any concerns about the hinges. I'm grateful for their attention to this matter and wanted to share this positive outcome with the community.

Thank you once again to HP and to all community members for your support and understanding throughout this experience.

Thank you!