HP Envy x360 15 Hinge and Glass broke upon opening Lid

[phoshizzle1]

Hello. I have a relatively new HP Envy 2 in 1 15" Laptop that I got last year. Today upon opening the laptop lid, I heard a huge crack and the lower left hinge was broken as well as the screen glass. The laptop was treated extremely well and there is no other explanation other than HP's hinge design or materials chosen are flawed. Please help! I've had other laptops for 5 years+ with absolutely no issues with the hinge. Not the best look for HP...

[Sneha_01]

Hi @phoshizzle1 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[phoshizzle1]

Hi Rachel,

I opened a case with HP Online Support Desk right after posting on the HP Forum.

They sent a video chat link to review the damage and acknowledged that this is a common issue on Envy models and offered to send a prepaid Fedex Box to get it repaired at no cost.

A day later I received a follow up email from Support saying this:
"After review of the picture you had shared, there seems to be a physical impact damage to the screen which is not covered under standard warranty so order stays cancelled".

This is completely unacceptable and reflects extremely poorly on HP's fantastic track record as a customer-centric leading Tech company.

This issue is extremely common in these models as evidenced by the forum posts linked below, in which the issue was acknowledged and HP quickly resolving the issue by offering a repair or replacement :
https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Left-Hinge-Broken-Corner-of-La...
https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HINGE-BROKE-HP-ENVY-X360/m-p/8...
https://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/Defective-Hinges-on-HP-Laptops-Envy/m-p/53...
https://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/Laptop-quot-hinge-quot-is-broken-and-needs...
https://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/Laptop-quot-hinge-quot-is-broken-and-needs...

Please also note that my laptop is in fact, still considered under Factory Hardware Warranty.
My Serial Number is CND3420RT5. 

Please escalate this issue so that it can be resolved. I truly hope HP will continue to have a satisfied longtime customer and fan of the company.

Best,
James