HP Envy x360 Broken Hinge

[jj3d]

You're not the only one here.

And to anyone reading this forum: Please stay away from HP products.

I've researched online, and found several cases where this happened. All of them have a few things in common: none of them have dropped or damaged the device, most of them it happened months after purchase, most of them use the device lightly and take good care of it (After all, it's not an inexpensive device!).

I bought the Envy x360 for my mother November 2017, who already distrusted HP as a brand, but I convinced her that they had changed for the better and that this was a premium product. Boy, was I wrong!

After about 6 months of usage, light usage, she opens the screen one morning and the display snaps off from the bottom left corner of the back panel! The hinge broke somehow, and it caused the display / screen to come off a little bit.

Nothing cracked and the touch still worked fine, but then the laptop couldn't be closed or used as a tablet (not that she ever did), or anything.

We sent it to support and of course, they label it as "physical damage" and the repair cost of $612.67 USD. Supposedly it was labeled "damaged" and "outside of the product’s limited warranty coverage." I mean... "damaged" is something that happens, even if accidentally, when one is not careful with something. Not when one does something completely normal and part of the required daily and normal function of a device.

It'd be like expecting the power button of an iphone to fail one random day. It just doesn't happen!

I'm going to write corporate and see what happens.

I already gathered screenshots from the forums and from Best Buy reviews (including mine). This is unacceptable. 

[Cheron-Z]

@jj3d

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

[rk73]

I have the same problem, just happened, bottom left corner poped open. Very poor design again!!! For 360 opening so cheeply made!!! Are you guys making money like this? Not COOL!!! This is second HP I hade braking in the hinge...

[rick-s]

@rk73

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.

[Jeffr42]

I have this exact same problem.  I have called and tried to find resolution, but was switched to 3 different people who gave conflicting info about where they worked and how they could help.   I asked to be connected with a supervisor and after a wait on the phone, I was disconnected.  Hence, this note.  BTW, I'm typing this note on my wife's MAC as my HP laptop is FUBAR.

Help!

[Cheron-Z]

@Jeffr42

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.