HP Envy x360 Broken Hinge

[kirstens]

On 7/25/2018 I opened up my HP Envy x 360 laptop and heard a loud crack. When I looked at it, I noticed the left hinge had broken. I bought my laptop on 11/24/2017 with a one year warranty, so I contacted HP through chat. They told me they would send me a box and that I would ship it back to them for repair. On 7/26/2018 I shipped my laptop out to HP.

On 8/13/18, I got a call from an HP service center representative. She informed me that they would not repair my laptop because the damage was not covered by my warranty. I asked the rep how it was not covered and she insisted that I must've dropped the laptop or set something on top of the laptop to cause damage to it. I NEVER dropped, nor set anything on top of my laptop. I never even moved my laptop because it is expensive! I always kept it in the same spot on my desk, but the rep insisted that I had to've caused the damage. She told me I could either pay them to fix it (for a cost of over $300) or they would send it back to me. So I told her to send it back to me. We hung up the phone and I did some research...

Lo and behold, I am not the only person to have this issue. When I searched HP Envy x360 laptop hinge problem I found TONS of reviews that this had happened to other people. Such as this person https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Broken-Hinge-envy-laptop/td-p/... and also these people https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/17-quot-HP-Envy-Coming-apart-a...

I called HP back to see what my options were. I explained my situation and I was transferred to a supervisor. The supervisor apologized to me and explained that when my laptop arrived at the service center that they ran diagnostics on it and found that the screen was broken. Now wait a minute, I sent my laptop in for the broken hinge. There was nothing wrong with the screen when I sent it in. He said that it was possible the screen could've been damaged in transit. But how is that my fault? It isn't. But too bad. Regardless, the screen, as they claim, is broken. They cannot fix the hinge without fixing the screen as well. So what are my options? The rep told me I can wait to receive my laptop back and when I receive it I can call back with my case number and they can make a corporate case.

Today, on 8/15/18, I received my laptop back. I opened it up, plugged it in, and turned it on. The screen does not look to be damaged to me (picture included). If there is any damage, it is clearly insignificant.

8/15/18 when received from HP service center

And here is a picture of where the hinge is broken...

Broken left hinge on my HP Envy x360

As you can see, the cheap plastic that the screws were attached to, snapped. So anyhow, I contacted HP again and explained I have received my laptop back and the screen looks fine. The man I spoke to (Monty, not sure what department exactly because I was transferred 3 times) told me AGAIN that there was nothing I could do but pay them to fix it because it was my fault it broke. I told him about the other rep saying I can make a corporate case and Monty told me that since my laptop already went through the service center there would be nothing corporate could do. I explained to Monty that I was very upset by all this because it is not my fault that the laptop broke and I shouldn't have to pay over $300 to fix something I didn't break. He still insisted there was nothing else they could do. I brought up the fact that other people have had the same issue, and he told me "yes well those people must've done the same thing as you" and by that he means they must've dropped or set something on their laptop too.

Back in November 2008 HP recalled the hinges but only for 6 months, so that anyone who had issues after the deadline had to suffer. Obviously, this has been a problem for a long time and HP doesn't care to fix it. Maybe I should [edit]. I will NEVER buy another HP or recommend them to anyone.

[Cheron-Z]

@kirstens,

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.

[Huershut]

It seems there are numerous posts on the HP forum and on other forums discussing problems with broken hinges.  In fact, I posted in the HP forum in July this year and I was contacted by a HP representative as the forum moderator said I would be.  

The HP representative was extremely helpful.  I spoke with the HP representative discussing that the plastic attachment on the laptop cover was very weak plastic.   The HP representative proceeded to create a HP Service Order that stated that there would be no charge for this repair as discussed.

This laptop is my wife’s work computer and she did not have a backup so I requested a few days before we sent in the laptop so she could completed her project that had a deadline in a couple days.  During the time of the request my case of transferred to a new HP representative who agreed with my request to delay sending the laptop.  He even worked with me to delay it a few weeks to a time when my wife would not need the laptop for a few weeks.  This was perfect.  He said when the time came to contact him again as he would have to create a new HP Service Order.  I contacted him on 8/22/2018 as agreed and he created the new HP Service Order.  This time however he said he needed to put a reserve on my credit card for the estimated repair costs of $409.44.  I inquired as to why there was a cost this time and forwarded him the email from the previous HP Service Order showing no cost.  He informed me that it was only a quote and he would look into it.  We agreed that I would go ahead and send it in and that no work would be done until, HP contacted me again with information after they received and looked at the laptop.  I said I would not have it worked on if that was the cost as I could buy the same laptop new for under $600.  So far, HP has been great working with me on this.  I will see if they hold up to their word and repair it at no cost.

[jj3d]

Please keep us informed.

As for me, they've returned the unfixed laptop, and I've written to corporate via https://ssl.www8.hp.com/us/en/contact-hp/connect-with-hp.html

Not sure what they will say, hoping for the best.

[Huershut]

Update.  I wanted to post an update that HP made the repairs and returned the laptop.  HP covered all costs and it is like new.  HP customer service has been outstanding through this entire process.  I am a very happy customer.  Thank you HP!

[kirstens]

*UPDATE*

After this whole ordeal I was contacted by a technical case manager named Lucas who informed me they were going to replace my laptop. He was very nice and helpful and the whole process was simple! I returned my old laptop to them and received my replacement laptop on 9/28. I turned the new laptop on and got it all set up and then shut it back down. Yesterday on 10/1 I turned the new laptop on and got a blue screen that said:

"Your PC ran into a problem and needs to restart. We're just collecting some error info, and then we'll restart for you.

For more information about this issue and possible fixes, visit https://www.windows.com/stopcode

If you call a support person, give them this info: Stop code: CRITICAL SERVICE FAILED"

Then, it went to a screen that said "Preparing Automatic Repair" and then it went to a screen that said "Repairing disc errors. This might take over an hour to complete." So I thought it was fixing the problem... but then it went right back to the blue screen... and it just loops over and over again.

I am beyond exhausted. I'm not sure if this is something HP can/will fix? I'm not sure if they sent me a defective laptop? I've tried contacting Lucas, my case manager, and I have not heard anything back. Maybe he just hasn't got to email or call me back? I have no idea what to do here. Yet again, I am laptopless.

[rick-s]

@KristenS

Based on your current situation, I have re-escalated your case to the appropriate team within HP. 

Please look for a private message from an identified HP contact.

Once again, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you.