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Burak2
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HP Envy X360 Hinge broken

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Envy x360 Convertible 15-bp1xx
Microsoft Windows 10 (64-bit)

Unfortunately, over the weekend, the hinge of the screen on the lower right side of the laptop has loosened or an opening has appeared there so that the laptop can no longer be closed because the opening keeps expanding


Until now I have used my laptop very carefully and with an additional laptop bag to ensure that there is no damage. The brand HP, which is known worldwide and has very Qualitative products was one of the reasons why I decided to buy a laptop from this brand. There were a lot of laptops for a better price but for me, it was important to pay for a laptop of good quality.  Until now I was very satisfied with that product.
Unfortunately, the opening of the frame and screen that occurred over the weekend, disappointed me and made me question how it comes to his problem, without any outside influence. In addition, I would also like to mention that I very rarely used the touch and screen rotation. I would not like to imagine what would have happened if I had used this more often.

 

Yesterday I talked with the HP Hotline in Germany and they wanted to send pictures of the broken hinge and pictures of the screen. I sent the pictures through email and today the HP worker told me that there is nothing that the warranty could cover.

They send me an offer to repair that for a price of 461,90 €. When I heard this price I was very shocked because, in my opinion, it is an exorbitant price because the price for new laptops is the same. 
I am a student in Germany and I am really very disappointed because during the pandemic situation and I have to write exams online and I have to write my thesis. I am lost. 

I cannot afford to pay the price they are asking for to repair the laptop although it is not even my fault and is clearly a manufacturing issue. 

I went on to do a little bit of research and sure enough, there were many, many other complaints of their HP Envy laptop’s hinge breaking through normal use. I am extremely upset with this issue.

I thank you in advance and would be very happy to receive positive feedback from you.

 

Here are a few of the other complaints: 

1. https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/HP-Envy-Left-Hinge-Broken/m-p/6979085...

2. https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Envy-Hinge-Popped-Open/m-p/...

3. https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-ENVY-x360-15T-BP000-HINGE-I...

4. https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Defective-Left-Hinge-HP-Envy-x...

5. https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Defective-left-hinge-HP-ENVY-x...

 

My laptop hinge: 

seitlich rechts unten.jpeg

 

 



 

3 REPLIES 3
KrazyToad
HP Support Agent
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Welcome to HP Support Community


I understand your concerns and frustrations

 

I will escalate your case to HP's regional escalation team and a case manager will get back to you

 

Please check your Inbox


Thank you


If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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Burak2
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Unfortunately, the case manager of Germany couldn't help me and I think that he isn't interested in holding the customer loyalty. 
There are so many examples of this issue with the broken hinge in this community and in all cases they found a good solution for the customer even when the warranty has expired. 
Nowadays it's very sad for such a great company that isn't willing to hold customer loyalty especially when it's an issue that is well known in this community as "broken hinge". 
Very sad.. 

 

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KrazyToad
HP Support Agent
HP Support Agent
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I will try to re-escalate your case to a senior Case Manager and they will get back to you after reviewing your case

KrazyToad
I Am An HP Employee

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