HP Envy 360 Convertible Hinge Broken

[Twenty13]

Looks like a serious issue on these laptops!!! I have this machine for when I attend meetings and was bought in late November 2020 to save taking my Z Book workstation with me. The unit has had very little use and has succumbed to same issue I'm seeing reading through the posts here, which seems to have been an ongoing issue for many years!! On moving the laptop to tablet mode sat at home two weeks ago, the hinge detached from the body and has punched the screen out of its bezel, I can't close it for fear of doing more damage and the screen seems damaged and black down the left hand side.   

Disappointingly my calls for support have been met with "your machine is out of warranty and will require a chargeable fix". Bearing in mind the unit is 2 months out of warranty I find this disgusting, seems HP are scamming the masses (not going to go into the £400 Thunderbolt Dock I have for my Z Book that has never worked properly!!!). I'd add I've had to call 4 times, having been told I would be contacted by the service dept, only to find I was lied to and placated to get rid of me as it would seem the ticket number I requested and was told "you don't get one" was a complete fabrication!! Luckily the person I dealt with yesterday was more helpful and I now have a ticket.

I'm still not holding out much hope to be honest, hence taking to the forum, I would have hoped HP would look after their loyal customers better than this, I work in an industry where tens of thousands are spent on HP Z Book Workstations, not sure I could recommend HP to any of my peers going forward after such a poor experience.    

[Twenty13]

This story gets better, was told I'd need to escalate this issue if I wasn't happy to pay for the repairs, and someone would contact me on my mobile within 24hrs. Roll on 2 weeks and I get an email telling me my case is closed!!

Had a slightly heated conversation today, where I've been sent a link to a complaints as there was nothing more he could do (after agreeing with me that he would be equally aggrieved if he was in my position). It would seem I've been fobbed off again with a link to a complaint about privacy....

I'm at my wits end with this, there must be some recourse of a repair from HP???  

[Dilip_18]

Hi@Twenty13,

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing Hinge issues with the HP Envy x360 Notebook. It is a hardware issue on the PC. I apologize for the Inconvenience. 

As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers and should be able to sort this out. HP provides repair or service options for out of warranty products as well. Hence I encourage you to contact HP support for all warranty service options.

Please reach out to the HP Technical Support team in your region regarding the service/replacement options.

Follow the instructions below to reach them:  

1) Click on this link - https://support.hp.com/us-en/contact-hp 

2) Select your product type below.

3) Enter the serial of your device.  

4) Select the country from the drop-down.  

5) Select the chat or get phone number options based on your preferences.  

6) Fill the web form and proceed further.  

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

For any hardware issue or repair please click on the link Phone Assist Worldwide

Hope this helps! Keep me posted. 

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