HP Envy x360 Hinge Broken

[VickiCelestial]

I've had my HP laptop since about January 2021. I keep this thing in MINT condition. No scratches, no broken anything, no viruses, no drops, no spills, NOTHING! I've taken care of this laptop very well. I go to open my laptop, how I always do and the left hinge popped or something making my screen appearing to be almost coming off and I am now having issues closing/opening the laptop without being scared for it to get damaged further... Not to mention the middle frame right under the screen is cracked along with the left side, which is now completely opened.

I contacted HP's out of warranty customer service, and they are trying to say I have to pay upwards of $600+ for a repair, when this is a HARDWARE issue, and not at all anything that I did. My left hinge on this laptop is broken, and I want a replacement or a repair. I'm urging to HP and support to remedy this situation... I'm very upset and have been using this laptop for the last couple of years with no issues, and now I open my screen as normal and it breaks?! And they are telling me that they pretty much can't do anything because it's out of warranty?? That's such a cop out and a load of bull! Someone from HP needs to replace or repair my laptop for FREE. Not to mention A LOT of other people are having this issue on the same exact model as mine. 

If this common hardware defect with their HP ENVY x360 devices is not resolved. I will not hesitate to take [edited]  because I am in no way responsible for this issue. I should not have to fork over an additional $600-$1200 for an issue that is on HP's behalf. Please fix this issue HP, multiple people have complained of the same problem. 

[Deep_World]

Hi @VickiCelestial,
 
Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I truly understand how upsetting this situation must feel, especially since you’ve taken such great care of your HP Envy x360 and the hinge issue appeared suddenly despite your careful use. We value the trust you’ve placed in HP, and I’m sorry you’re experiencing this problem.
I know this isn’t the experience you expected, and I want to make sure your concerns are heard. If you’d like, I can guide you through drafting a formal escalation request to HP’s case management team so your situation gets the attention it deserves. 

Case ID #:  

Customer Name:  
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Kindly share the above details in Private Message in order to have this escalated to our higher level team. 
 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

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We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World