HP Envy x360 hinge issue

[Dean_W7]

Hi.

I bought my Envy x360 a little under 19 months ago. I have had a previous issue with the touch pad and HP were fantastic. They paid for me to send it away and fixed it under warranty with no cost to me other than being without the computer for a while. 

My laptop has had a very easy life, just sitting on my desk at home nearly all the time, and only being opened like a laptop, not 360 degrees round to tablet mode, but today I went to open it and it wouldn't. Looks like the right hinge has an issue, so when I try to open it, the screen seems to be levered away from the back panel. I’m worried I’ll damage it if I keep trying to open it.

I was obviously disappointed to realise the warranty had expired less than 7 months ago, but nowhere near as much as I was when I searched the HP community for similar issues, and also did an online search. I can’t believe that this issue is a known fault that many people have encountered and posted about here since 2022 (!), yet I knew nothing about it when I bought the laptop, despite reading several online reviews.

I trust that HP has worked out a reasonable fix that will not disadvantage customers, since I assume that, like me, they all chose the HP Envy x360 because they wanted a quality computer rather than the cheap laptops you can get for half the price. If not, my research suggests I will be up for a $200 -$400 repair, which means two cheaper computers, one after the other, would probably have been the better option.

I have read about the self-fixes, but worry that I don’t have the expertise nor the tools to do it successfully. I’m really not sure what to do, but I'm guessing HP Support are the only ones who can offer me any new perspective, since everyone already  seems to have worked this issue over from every conceivable angle.

(Thanks so much to the Community for posting so much useful and informative information on here, by the way. I'm an oldie who hasn't posted before, but it's so great to see there are still places where the internet works how it was originally supposed to - to make life easier, not harder).

[Garp_senchau]

@Dean_W7, Welcome to HP Support Community,

Thank you for posting your query.

Thank you for reaching out, and I’m really sorry to hear about the issue you're experiencing with your HP ENVY x360. I completely understand how frustrating it must be, especially given your positive experience with HP in the past.

It does sound like you’re dealing with a hardware issue, specifically related to the hinge. Unfortunately, once the warranty has expired, repair options outside of warranty coverage can be costly, but I assure you we want to do what we can to assist.

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, might provide discounts or options that aren’t always publicly advertised.

Thanks for your patience, and again, I’m sorry for the inconvenience this has caused.

I hope this helps.

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[Dean_W7]

Thanks for your reply, Garp.

I would like to follow your advice and take my computer to an authorised HP service centre, but finding the closest one is not as simple as I thought it would be. Am I missing something?

When I go to HP Support at https://support.hp.com › au-en, it lists a lot of countries but Australia is not amongst them (Austria sounds similar but it's a bit far away 🙂  ).

If I do a web search for an authorised HP repair centre near me, it lists several businesses, some of which say they are authorised, but I don't know how I can trust that they really are when I have no official list from HP to check against. Am I being too sceptical?

I would really appreciate some help in how to make sure I'm dealing with the right repair company and won't end up with bigger problems than I already have.

[Garp_senchau · Accepted solution]

@Dean_W7, thank you for your response

  

This needs one-on-one interaction. 

Hence, I'm sending a private message to assist you with the next 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. 

  

I hope this helps! Keep me posted. 

Regards,

[Dean_W7]

Hi Garp,

I have just received my laptop back from the repairers and it is all fixed! Thank you so much for your guidance along the way. It's been a long, convoluted path to this point, but I am just so glad to have my laptop back and working again!

Thank you again,

Dean

[thegidge]

Through the comments I am seeing HP is not reliable and stand up company. because they continue to sell the laptops despite being fully aware the hinges are faulty. Shame on you HP. Fix my hinge.

[Courtney044]

Hi Garp!

I have the exact same issue - broken hinge on my HP Envy x360 laptop. It sits on my desk everyday, and has never been dropped or used as a convertible tablet even though it is capable. Can you please send me a message so I can get some guidance on the repair process?

Thank you!

[JMO1981]

I have contacted support and they tell me that the repair is basically half the price of a new laptop and does not fall under the guarantee. I had the same issue with the hinges. Everybody with a HP360 seems to have them. They tell you here to go to an HP service centre -which sounds nice. But I can tell you now that  my experience is they will not help you one iota there, for something that is their mistake. I can throw my laptop in the garbage within 22 months of purchasing it.