HP Envy x360 hinge has failed for the second time

[skotl2]

I can't reply to the many other threads on this exact topic as they've all been closed.

This has now happened to my x360 for the second time. The last time I went round the houses on here until someone at HP finally agreed to fix it under warranty.

Now it's happened again so I need to get it repaired again (it has an extended warranty). To be honest I would be happier to just return it for credit against a laptop that did not have an inherent design fault that HP refuses to acknowledge or address. Is that an option?

Either way would it be possible for an HP rep to contact me re repair, replacement or return please? (been waiting on WhatsApp for 60 minutes with no response)

[Anand_Andy]

Hi @skotl2,

Welcome to the HP Support Community

I understand you are facing an issue with your HP ENVY X360 Laptop - 13-Ay0009na. Not to worry I will help you to get a resolution to resolve the issue.

The PC needs to be sent to HP Service  Centre to get it repaired,  I'm sending out a private message to assist you with the next course of action. 

Please check your 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.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[skotl2]

Many thanks for responding  - PM sent.

[skotl2 · Accepted solution]

Well, I have some mixed news that I hope helps other people stumbling across this thread.

The laptop was returned from HP UK support with a new lid, new screen, new hinge and a decent clean. All covered under warranty.

So that's great. I'm back to a working as-new laptop.

But the background is a little more disturbing:

05/2019 - purchase X360 envy with an additional 3 year extended warranty

08/2021 - right-hand hinge breaks

... log support ticket, sending pics of damage and referring to multiple similar cases on this forum

... told that it is "physical damage and won't be repaired under warranty"

... tell support it is an inherent fault and they agree to repair it under warranty

10/2022 - right-hand hinge breaks

... log support ticket, sending pics of damage and referring to multiple similar cases on this forum

... told that it is "physical damage and won't be repaired under warranty"

... tell support it is an inherent fault and they agree to repair it under warranty

Spot the pattern? After a year the hinge fails, support try to dodge the issue, and then *very quickly* capitulate and agree to fix under warranty. I'm assuming because they fully know that this is a design fault.

When the hinge fails again in December 2023 it will be outside warranty, I'll throw it in the trash and buy a non-HP laptop.

I *love* this machine - it's a huge amount of kit for the money. But the hinge design is flawed and it's amazing that HP ignore this issue and try to bully consumers into thinking it's their fault, and duck fixing or replacing it.