HP Envy x360 Broken Hinge (In two separate laptops within two days)

[Slimbhai]

I have purchased 4 Envy x 360 laptops in the last three years; two 15" for myself and my partner and two 13" for my children. I was about to purchase a 5th one for another child.

Within the last couple of days two have broken hinges. I was shocked as I paid extra for premium models as opposed to entry level ones. These laptops have been used at home on a desktop. The convertible function has not been used.

I have seen online that this is a recurring issue over many years. Like other users I am disappointed that a premium brand has not addressed this.

As the laptops are out of warranty I don't know what my options are.

[Pallipurath]

Hi @Slimbhai,

Welcome to the HP Support Community.

Thank you for posting your query.

I'm sorry to hear about the broken hinges on your HP Envy x360 laptops. It’s concerning when issues arise, especially with premium products. Here are a few steps you can take to address the problem

I kindly request you to share a clear picture of the unit showing the broken hinges, along with a complete picture of the entire unit. These images will help me better understand the extent of the damage and allow me to provide you with more accurate guidance and assistance. 

Please ensure the photos are taken in good lighting so that the hinge area and overall condition of the unit are visible.

Take care and have an amazing day!

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards

Pallipurath.

[Slimbhai]

Hi Pallipurath,

Please see the photo's of the 15.6"

Serial : CND306284T

Serial : CND306284TSerial : CND306284T

These are the photo's of the 13.3"

Serial CND1410Z7MSerial CND1410Z7MSerial CND1410Z7M

[Pallipurath]

Hi,

Thank you for your response. 

  

Unfortunately, there are no other actions we can take through this route. I recommend contacting our phone support for more assistance. 

  

This may necessitate a one-on-one conversation to resolve the issue via remote assistance. 

  

We recommend taking the conversation to our phone support team. They'll work with you one-on-one to get the issue sorted, possibly with some remote assistance magic. 

  

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) 

Have a wonderful day! 

  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going! 

  

Regards, 

Pallipurath

[Hawks_Eye]

Thanks for sharing the images.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye