HP Envy x360 Broken Hinge

[ColinR1]

When I opened the laptop the other day the left hinge broke, it pulled out of the body of the laptop so its hanging by one hinge. It has only had light use as a home laptop and is in nearly new condition so this is very disappointing for a laptop that is only 16 months old. I took it back to PC World who charged £60 and are returning it not fixed! Please help!!

[Kumar0307]

@ColinR1, Welcome to the HP Support Community! I’m here to help.

I understand your concern. As this is a hardware issue, please reach out to the HP Technical Support team in your region regarding the service/replacement options. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

If the product is out of warranty, charges are applicable.

Keep me posted for any other assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[ColinR1]

I have been trying to submit a case as you suggested. Some of the fields do not work, I cannot fill them in. The computer is quite new, only had light use. I see that many other customers have had the identical issue so there is obviously a fault with this model. I have spent a lot of time trying to get support on HP website but I am going round in circles. Please respond as to how I can get this resolved in the UK. Please do not send a generic response. I have invested in an HP computer which has broken and cannot be used. You owe me the courtesy of a proper solution. 

[Kumar0307]

@ColinR1

I understand your concern. Let me escalate this issue to the concerned team.

Please look for a private message from me requesting additional information. 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.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!