HP Envy x360 Broken (Malfunctioning) Hinge

[DS32123]

I purchased my HP Envy x360 from Costco in July of 2018 (less than year old) and have already had two major problems with it.

The first issue occured last November (2018) when my laptop completely stopped working and a black screen appeared with the "Boot Device Not Found" error displayed on the top of the screen. After several back and forth exchanges with HP support over the phone, I finally sent in my laptop to be repaired for free and it turns out there was a faulty system board in this brand new laptop (3 months old). During the repair process, I experienced yet another complication. I kept getting an email/text saying that the repair is taking longer than expected and that they were pushing back the expected date of repair in increments of weeks. It got to a point where the expected repair was pushed back by a whole month and as a college student with finals in mid-December, I was frustrated. I called HP support again and eventually got in contact with a escalation case manager who helped me get my lapotop back quickly as it seemed the technician team at the service center were delaying the repair process without any real excuse. This first encounter was really painful, however I gave HP the benefit of the doubt as this is my 3rd computer from them in 4 years.

But the story gets better as I am experiencing an issue with the same laptop, this time the left hinge keeps popping out (see images below) when I open the lid. I have seen several folks on this community write about the same problem for the same laptop so I am not alone it seems having this potential manufacturer defect problem.  I cannot believe this was happening to me again - 2 HPs in 3 years and both having multiple issues.  My parents and brother own an Apple, Dell and Asus and they have never complained about a thing for years.  My HP on the other hand a disastrous experience to say the least.  Backing just keeps popping off everytime now.  So, I called HP support today and spoke to Anirban who told me that the only way this issue could have arose is if I personally damaged it by either dropping it or applying uncessary, external pressure.  Also, said cosmetic damages are not covered under warranty. What a bunch of hogwash when clearly the pics show no damage and the hinge has separated on a brand new laptop without any undue force.  I am thinking something happened to it during the last repair and now they are shifting the blame on me (speculative I know, but likely).  I specifically told him that I did neither of those things and that it just happened by itself one day when I flipped the case open. He kept on saying that the repair center would take a look at it if I send it in, and then I would have to pay for the damage repairs and replacement parts which is expensive. While on hold for a very long time, I did some of my own research about this issue with my laptop model since it definitley seemed like a manufacturer defect. After looking at other HP support forums and other websites, I saw that several other people have had the same issue as me where the (left) hinge breaks and the laptop backing starts to seperate from the LCD screen. There have been several cases of this and makes me wonder if the hinges or something attached to the hinge is faulty/defected, but HP will not own up to it and rather have their customers pay for the repair damages to make more money. What happened to customer experience and satisfaction (guess things of the past).  This is not right! As a customer who has already been through a faulty issue with the same laptop once, HP support should have been more helpful and supportive to fixing my issue rather than arguing with me and casting the blame that I was personally responsible for the damage. Who is training these folks?

I am really frustrated with HP and upsets me that I have run into a second issue within the first year of using this laptop. As a college student who relies heavily on a functioning laptop, HP has made it hard to trust them. After experiencing these two issues and the arguments I have continously had with the HP support staff, I would not recommend HP products to anyone. If anyone has experienced the same issue as me and got their problem resolved please let me know!

[Cheron-Z]

@DS32123  

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