HP Envy x360 Hinge

[ade20]

I have a problem with my HP Envy x360 because as I opened it, the left hinge began to crack, the display is separating from the shell and small plastic pieces fell out from the inside. I received this laptop as a gift 16 months ago and it's for personal use. I normally don't use it often, as I have little time after work and never carried it outside my house, not to speak drop it or damage it in other ways. I also have extended warranty, but today when I contacted HP support and I provided photos, they insisted in telling me it's an accidental damage that is not covered by any warranty. After trying to find answers from various channels, the support asked me to send the PC so that technicians could evaluate if it's a damage I provoked, and in this case I should pay, or if they can repair it for free.

From the answers I received today, I expect them to classify it as a damage not covered by the warranty and I expect them to ask me to pay for the repair, which I find extremely unfair, as I don't believe that a similar damage can be provoked by normal use of the laptop.

Now, I would like to know has anyone had a similar experience? What did the customer service answer in your case? Did you have to pay the repair?

This situation is very frustrating and I am very unhappy with the support I received so far.

[Jacky-D]

@ade20

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).

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