HP Envy x360 hinge failure caused screen damage during normal use

[Sharonn12345]

Product name : HP Envy x360 Convertible 13-bd0031nr

I own an HP Envy x360 Convertible 13-bd0031nr laptop.

While closing the laptop normally, the hinge assembly suddenly failed internally and separated from the chassis. A metal hinge component then pushed into the screen area and damaged the display.

The laptop was not dropped, hit, or mishandled. This happened during normal usage itself.

I can clearly see the hinge assembly protruding from the body, and I have photos showing:

• the exposed hinge/screw area,

• hinge separation from the chassis,

• and the resulting screen crack/damage.

The screen also started showing intermittent white spots/flickering after the hinge failure.

Since the hinge mechanism itself failed first and directly caused the display damage, I would like to request HP to please review this case for a possible goodwill repair or courtesy replacement even though the warranty has expired.

I have taken good care of the laptop and this issue was very unexpected. 

[Pallipurath]

Hi @Sharonn12345 

Welcome to the HP Support Community.

Thank you for posting your query.

I understand that you are facing issues with the laptop Since its an Hinge issue I strongly recommend visiting an authorized HP Service Center for further diagnosis and repair. They’ll be able to assess the issue in person and provide a professional solution. Depending on the extent of the damage, they may be able to offer a repair option or, in some cases. https://support.hp.com/in-en/help/service-center

Take care and have an amazing day!