HP Envy X360 Hinge Issue/Defect

[JHB2026]

I am writing to request assistance with a hinge defect/failure on my HP Envy x360 2-in-1 15. The metal hinge mechanism appears to have separated internally from the plastic mounts inside the LCD back cover lid.

This Laptop mostly sits on my desk and has worked great up until now.  It has never been dropped, mishandled, or subjected to accidental damage.  there are no dents, scratches, etc.. The display glass is entirely intact and uncracked. The structural hinge failure occurred randomly as I recently tried to close my laptop. 

Although my computer is outside of the standard warranty window, because this specific issue is heavily documented across the HP Support Community and public forums and this is a well-known manufacturing and design defect, I'm hoping HP will stand by its product and reputation as a quality brand. 

I have been a loyal HP customer and I look forward to your assistance in resolving this matter.

Sincerely,

JB

[Hawks_Eye]

Hi @JHB2026 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for reaching out and for providing the detailed information regarding your HP ENVY x360.

I understand your concern regarding the hinge assembly separating from the display lid despite normal use and the absence of any accidental damage. I appreciate the thorough details you've shared about the condition of the notebook and your loyalty to HP over the years.

While there is currently no known issue or service program for this product related to the issue described, the best next step would be to contact HP Phone Support or your nearest HP Authorized Service Center. They can inspect the device and review the available service options for your specific case, including any potential repair solutions.

When contacting HP, it may be helpful to provide:

• The product model and serial number
• Clear photos showing the hinge area and any visible separation
• A description of when the issue first occurred
• Confirmation that the device has not experienced accidental damage

We appreciate your continued trust in HP and hope the support team will be able to assist you further with evaluating the available repair options.

1) Click on this link—    https://support.hp.com/contact

2) Add or select the product, and change/select your region. 

3) Enter the serial number of your device or select Let HP detect your product option.

4) Choose "other" option from the list 

5) Select continue to contact option

You should see the HP phone support number or Chat option listed.

They will guide you further.

Or, You may also visit the nearest HP authorized service center, the service team will check and assist you. 

Kindly follow this link to locate the nearest HP service center:    https://support.hp.com/us-en/help/service-center

(Select the country from the dropdown menu and enter the city name or pincode) 

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[JHB2026]

Hi Hawks_Eye,

Thank you for the prompt reply, but I have to say I'm somewhat confused and rather disappointed with this response.  

I respectfully disagree that there is no known issue with this product. The hinge failure on the Envy x360 2-in-1 Laptop is well documented in many threads on this very forum and throughout the internet.  Additionally, there are past and ongoing class action lawsuits focusing on this exact issue.  The metal hinge separating from the plastic mounts inside the lid is a failure many other ENVY x360 owners have reported, and mine happened during normal light use on a laptop that has never been dropped or otherwise damaged. 

I reached out believing HP would assist in addressing the issue and stand behind their product by warranting the hinge, instead I've been pointed back to square on (phone support) and if I understand correctly, external pay-for service centers.

Before I escalate further, I'd like to preemptively ask two things:

1. Can you or an HP staff member open or escalate a case on my behalf so a courtesy repair can be reviewed?
2. Can you tell me what HP is able to offer for a defect like this, such as a discounted repair or another form of goodwill?

As a loyal HP customer, I'd really like to see HP stand behind this product. I'm happy to provide my serial number and photos of the hinge in a private message.

Thank you,
JB

[Animatryx]

Hello @JHB2026 

Thank you for reaching out to the HP Community. I understand your concern and want to ensure it is properly addressed.

We take these matters seriously and will help get this resolved. To allow me to investigate and escalate your case to the appropriate team, please send me a
Private message https://h30434.www3.hp.com/t5/notes/privatenotespage with the following details:

Case numbers:
First Name:
Last Name:
Serial Number:
Product ID:
Contact Number:
Full Address:
Country:
Pincode:
Email: