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KP101
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HP Envy x360 broken hinge?

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HP Envy x360

On 07/03, I went to open my laptop and heard a loud crack on the left of the laptop, as I opened it I noticed the screen was detaching from the case around where the hinge holds it together. I'm not sure if this is a hinge issue or something else. Despite not even using the 360 function often (probably once a year) nor dropping or placing any weight on the laptop, I was surprised this happened. Having done a quick search on the forum/Google, it appears to be a common issue. I did purchase my laptop in Mar-2017, so I understand it has been a while, however, this is not what you would expect from a laptop that has had minimal use (it is my personal laptop, I use my work laptop daily). 

 

 I contacted HP and was initially quoted  between £2-300 to fix this, I'm not sure why HP are charging such an excessive fee for what may be a little hinge - the screen is perfect (no cracks, no marks). I spoke to a HP member of staff who suggested the fault may have been caused by damage and as it is no longer in warranty I am expected to pay for the repair. 

 

Here are some links to suggest it is clearly not my fault, and it appears to be a manufacturing fault:

1. https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Envy-X360-Hinge-broken/td-p...

2. https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Envy-x360-Broken-Hinge/td-p... 

3. https://h30434.www3.hp.com/t5/Desktop-Hardware-and-Upgrade-Questions/HP-ENVY-x360-broken-left-hinge/... 

4. https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Envy-x360-Hinge-Broken/td-p... 

5. https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Broken-hinge-on-HP-Envy-x360/t... 

 

I can go on, but it's clear this is a common issue.

10-03 I received (and missed) a call back today from a supervisor, I called back to be told I can't speak to them directly but I would have to pay for the cost. This is extremely disappointing, owning 4 HP laptops (2 Envy, 2 Elitebook) in my household already with my most recent purchase just in Nov-20, I was expecting better service by staff. This has left me with a sour taste, having been a long term HP customer, this sadly may be my last purchase.

 

I would be interested to know what advice others give to get this issue resolved? Of course, I do not want to pay as firstly it appears to be a manufacturing fault, and secondly we in the UK have 6 years cover for electrical goods (Consumer Rights Act 2015), and am surprised by HP's stance on the matter. 

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