HP ENVY x360 broken left hinge

[nkhan7]

Hello,

My sister's HP Envy x360 laptop broke from the left hinge 2 weeks after her warranty expired. The same thing happened to my HP Envy x360, with the left hinge breaking off a few weeks post-warranty expiration. My laptop was repaired for free, with my sister's laptop requiring an additional cost. We tried to ask why there was discrepancies in service, but were left with no answers.

Regardless, 9 months later we decided to just pay for the repair as it was clear HP wasn't willing to explain the discrepancy or offer alternative solutions. There was an offer of the cost to be reduced up to 35% for the repair, and I had let the HP representative know we would be able to send in the laptop at the end of June, as that's when my sister finished her online school. We were given the deadline of July 2nd, and we reached out on June 27th, June 30th, and July 15th. It is now July 26th, and I really want to send in my sister's laptop as I know it takes a 4-6 weeks and will likely take longer due to Covid, but my sister starts her online school in September and we really need the laptop repaired. It's already been a year, and we obliged by HP's conditions.

Since messaging the HP representative as led to no response, I'm hoping that posting this issue will allow another HP representative to reach out to us. With having to deal with a two laptops with the same broken hinges, no explanations by HP representatives, and the sudden lack of response from HP, this has been one very exhausting situation. I would really just like to send in my sister's laptop to get it fixed ASAP.

Thank you. 

[Riddle_Decipher]

@nkhan7 I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

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