HP Envy 360- 13 Broken right hinge causing screen to shatter as well

[Kriti11]

I have a brand new HP laptop. I got it on January 3rd 2021. The computer has always been maintained really well. I was working on my laptop yesterday evening and everything was absolutely fine. Today morning I wake up to start work and open the laptop and hear this awful cracking and popping noise and the right side hinge is completely off with the bottom of the right side screen cracking. Now I have bought this really expensive laptop and i have kept it really well, so I'm really unsure why this could have happened.

I purchased this laptop in India, but I am now living in Mexico city, Mexico. I reached out to the HP chat support and she said that my laptop is not registered in my region or the latin America region, which is very weird because when I type in My serial number I am able to find my warranty which says it is a global warranty and it's valid until January 2022. I sent her a pdf version of the guarantee and she transferred my chat support, and basically I could avail nothing. 

I really would appreciate it if someone could help me with this because it's a beautiful laptop and it's so heartbreaking to have it broken. I have read through this community that this is a problem many have faced and have been able to find better support here on these forums! 

Thanks! 

[praveenbv]

Hi@Kriti11,

Thank you for posting on the HP Support Community.

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any

[Kriti11]

Praveen, thanks a lot for you response. Would I be able to avail my warranty for this repair?

[praveenbv]

Hi@Kriti11,

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically,