HP Envy x360 Hinge Failure

[dantjones1]

Hi all was wondering if anyone could help me with my problem. When changing from tablet to laptop mode and folding the screen back, the left hinge suddenly popped out of the screen, and detached itself. Never been dropped, always treated with care carried in a HP sleeve in a rucksack. I have had the laptop only 13 months, not even using it everyday yet the hinge has failed completely. I spent nearly £1000 on a HP laptop specifically as I believed they were well made and long lasting, I was very disappointed to found out this was not the case. In hopes of getting my laptop fixed as quickly as possible I rang up customer support to find out this was classed as "customer induced damage" despite it being the use case  of the laptop, and that it would cost over £300 to repair it and it would not be covered in my 3 year HP care pack. I simply cannot see how it is customer induced damage to use the laptop as it is advertised for just over a year, especially given this is not a rare occurrence, with my finding several forum posts here with multiple replies all having the same issues. This seems like a design flaw that should require recall of all the laptops not something the user should have to cover the cost of. I was just wondering if anyone knew of how I could talk to someone capable of ruling that this is not my fault, and allowing it to be covered by my care pack that I paid for.

[Irfan_06]

Hi @dantjones1,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that there is an issue with your laptop hardware and may need repair.

The support here is limited and this issue might require one-on-one interaction to fix it.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support

[DataLore]

HP,

Considering the vast number of people who have had their hinges break, during normal use, in a short period of time, you really ought to have something more to say than just "take it in."

I understand a FINAL assessment might need to come 1 on 1, but you really ought to offer some form of recall on this repeat issue, and let people know that you guys may be willing to fix it for free.

Otherwise, give us data on how to fix.  Just saying "take it in" is useless.

[dantjones1]

I appreciate the fast reply however giving me the link for customer support who previously blamed me for the failure of the hinges, despite this clearly being a common occurrence as illustrated by the large volume of forum posts about it and a reply below, is not particularly helpful.  I would simply like to know how I "induced" the damage to my laptop despite as the terms of my care pack state not using it outside of its ordinary operation. Is folding the laptop all the way over, which is the entire point of the x360 line, a breach of warranty? Should anyone buying an x360 laptop simply not use it as advertised? Why did I pay premium for a feature I wanted just to have it break after only a year, when the lifetime of a laptop should be far longer. I would also like to ask if this is such a common issue why no one has thought to do a recall of affected laptops or why this obvious design flaw has not been fixed in the subsequent iterations of the envy x360 lines given this was posted about on the forum as early as 2020 and  this laptop being a 2022 laptop. The fact I paid close to £1000 and now I am expected to pay nearly half of that just to fix a defect is unnaceptable.