HP Envy x360 hinge failure shattered display — need resolution options

[MMayorquin]

I own an HP Envy x360 and recently, while opening my laptop normally, the left hinge completely broke from the back of the display assembly. The force from the hinge failure immediately cracked and shattered the screen. Now the laptop cannot be closed at all without risking further damage. The device has been taken care of extremely well — no drops, no misuse, no impacts — this failure occurred during normal opening/closing.

After researching, I have seen that many other Envy x360 users have reported the exact same hinge failure pattern, so this appears to be a design problem affecting this model, not user error. Because of this, I am really concerned and I believe HP should provide solutions / support paths for affected customers.

Right now, I am in a very difficult position: I am a college student and I use this laptop daily for work. I am afraid to transport it because I cannot close it, but I also absolutely need it functioning. I tried contacting HP customer support directly, but I have not been able to find a clear path to submit this as a claim or request assistance for hinge defect repair.

I would like to know:

1. What repair or replacement options are available directly through HP for hinge-related structural failures that cause screen damage?

2. If HP acknowledges this as a recurring issue with this model, is there an official repair program or coverage for it?

3. Where can I officially submit this case to HP support if the phone/chat routes do not lead to a claim submission?

I have always taken great care of this laptop and I want to resolve this properly. I’m posting here hoping HP representatives can guide me to the correct department or process so I can get this repaired safely and fairly.

Thank you.

[HA2415]

You have to DIY, no other way.  Or pay for it with a technician. Search in You Tube and you will have many solutions that could be done by yourself and certainly your device will be able to work again. I did it with a Lenovo and it´s working normally.

[VikramTheGreat]

Hi @MMayorquin,

Welcome to the HP support community.

We’re truly sorry to hear about the hinge and screen issue you’ve experienced with your HP Envy x360. We completely understand how stressful and inconvenient this must be, especially since you rely on your laptop daily for your college work.

We would like to help you get this resolved as quickly as possible. For us to review the situation and check the available repair or replacement options, could you please share the following details:

1. A clear image of the damaged hinge and screen area (this helps us assess the type of damage).
2. The exact product details, including the serial number (S/N) and product number (P/N) of your laptop (you can find these on the bottom of the device or inside the HP Support Assistant app).

Once we have these details, we’ll be able to check your warranty coverage and determine whether this qualifies for a warranty repair or other support options.

We’re here to ensure you receive the right assistance and that your device is handled properly.
 

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support