HP Envy x360 – Hinge Damage, Screen Bezel Issue, and Touchscreen Problem Under Warranty

[KotsosN7]

Hello,

I own an HP Envy x360 and have been facing issues that I believe should be covered under warranty, but HP is refusing to do so.

From the very beginning, the laptop had slightly crooked hinges. I didn’t send it in at that time because I rely on it for work, and I couldn’t afford to be without it for 15+ days.

About 1.5 years later, while opening the laptop, I heard a cracking sound. I noticed the back cover plastic near the screen had snapped and broke at the bottom edge. It was clear the crack started from the hinge area. I reported this to HP immediately and opened a case.

I didn’t send it right away because HP could not provide a temporary one. A month later, the issue worsened. I tried to close the laptop, the bezel was getting pushed out on the corner. If I had fully closed it, it would have completely broken. Again, I reported all this to HP and it was documented and they saw too that if I fully closed the lid, the bezel would have been pushed completely out of place, causing more damage. This made the laptop extremely fragile and risky to ship.

Since I live on an island and was afraid to ship it in such a fragile condition, I personally took it to the official HP technician a month later (i traveled with an open lid laptop and it was extremely embarrassing) . After waiting 20 days without an update, I emailed HP and was shocked to receive a response saying I need to pay for the full replacement cost and it costs as much as the laptop, even though the laptop is under warranty. They also claimed there was nothing wrong with the hinges, which I find hard to believe since the entire damage started from the hinge area.

This situation is extremely frustrating. The original hinge misalignment, the fact that the touchscreen never worked, and the resulting damage should clearly fall under warranty coverage.

Has anyone else experienced similar issues with HP Envy x360 hinges or HP refusing warranty repairs for problems that started during the warranty period? What can I do in this case?

Thank you.

[Hawks_Eye]

Hi @KotsosN7 

Welcome to the HP Support Community! We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

Not to worry; I'll do everything I can to help get this sorted for you.

I need some information to assist you better, as these cannot be shared publicly. I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye