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