HP Envy x360 Broken Hinge

[rawlmark]

We now have the exact same issue... Just out of warranty, screen is starting to separate from the case due to a broken hinge. We noticed it and have stopped opening the lid in an effort to prevent the screen from cracking. How is it every single HP Envy owner out there is having this problem and HP isn't owning up to the issue. Sounds like a lawsuit in the making. We've been loyal HP customers for a very very long time, but from what I'm reading here regarding how HP is ignoring this issue we may go a different route for our next purchase. It's sad really because they could own up to it, fix it for their customers, and come out better in the end because not only would they have fixed laptops, but they would create loyalty. 

Anyway, could someone from HP please let me know what our options are? Can we ship it in for repair, and if so what are the costs and turnaround times for doing so?

Thanks,

Mark

[rawlmark]

After going back and forth with Jeff at HP on this i'm right back where I started. For anyone else experiencing this issue, or wondering if they should buy an HP Product, If you're system is out of warranty HP won't do anything for you. 

Their solution is to pay out of pocket to get it repaired locally. After calling around to various shops in the area they all pretty much agree, after paying several hundred dollars to fix they've seen them come back broken again and again because it is believed to be a design flaw that simply cannot be fixed long term. 

I can't believe how disappointed I am with HP. This is clearly a design flaw, and/or part failure, and they're abandoning customer loyalty by not making this right. If they had offered an extended warranty we probably would have purchased it, but as it is this will likely be our last HP product purchase. 

Mark

[rawlmark]

After wasting weeks trying to get help from HP the painful realization hit they weren't going to help, so I'm back looking for help on part numbers from the community. I've disassembled the laptop and confirmed the hinge screws have broken off on the left side of the screen. 

The following link gives part numbers for an entire screen replacement, but I only need the screen rear panel and hinge. None of the part numbers on/around the rear panel or hinge appear on any search results. How do I find the right part numbers?

HP ENVY 13-aq0000 Laptop PC - Illustrated Parts | HP® Customer Support

Any assistance you could provide would be greatly appreciated. 

Thank you,

Mark

[Nal_NR]

Hi @rawlmark,

Welcome to the HP Support Community. 

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).

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.

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[rawlmark]

Elohi_NR,

Thanks for reaching out. JeffHelp (https://h30434.www3.hp.com/t5/user/viewprofilepage/user-id/1676735) has already reached out. Unfortunately after weeks of back and forth he wasn't able to provide any useful information or assistance. Before wasting your time, and mine, please coordinate with him/her to see if there's is anything more you can do above and beyond what he has already tried. At this point what we would prefer is for HP to buy this defective product back from us and give us a credit towards something new.

Product Name: HP ENVY Laptop
Product Number: 5HS18UA#ABA

Model #: 13-ah1025cl

• JeffHelp provided us with www.hp.com/buy/parts, but none of the parts for the hinge or the screen rear panel are listed so the link is useless.
• He also provided us with a phone number for Returns & Exchanges (1-800-407-4005), but that too went nowhere because the laptop is no longer under warranty. so we're trying to fix the laptop ourselves. 

 I came back to the HP Community hoping someone here would be able to provide specifics on the part numbers since JeffHelp stated they were unable to provide. 

Thanks,

Mark