HP Envy x360 is cracking

[JL831]

Hello,

My HP laptop has been making weird noises for a while and I just noticed that the bottom is cracking open and it has a bulge.  The keyboard bulges out a little bit on the left side but not on the right where it is closed and not cracked but I am scared that the crack will grow all over the entire laptop and break it. I literally never even take my laptop off my desk since I only use it here so the crack and noise can't be a result of it dropping/falling on the ground. (It is hard to describe but it looks like the bottom of the laptop might be falling/cracking off? or maybe something is stuck inside that makes it bulge?)

I also just realized that the laptop doesn't close all the way?? Like there is a gap when I try to shut it. Why is this? It can't be because I slam it shut or anything because I usually don't even move it around or shut it. I added photos but it is a little hard to see the crack. If something is stuck in there, how would it have gotten in there and is it breaking other parts of the computer like the fan??

How do I fix this crack? And how do I get it to close properly? Is the crack related to that weird noise I heard coming from my laptop? I don't have a warranty anymore because I bought this laptop in Dec. 2018. How much will it cost to fix it? This seems to be a manufacturing issue so HP should fix this for free.

Thank you in advance.

[Dilip_18]

@JL831

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing hinge issues with the HP Envy Notebook the bottom is cracking and it has a bulge. It could be a hardware issue on the PC. 

As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers and should be able to sort this out. HP provides repair or service options for out of warranty product as well. Hence I encourage you to contact HP support for out of warranty service options.

Please reach out to the HP Technical Support team in your region regarding the service/replacement options.

Follow the instructions below to reach them:  

1) Click on this link - https://support.hp.com/us-en/contact-hp 

2) Select your product type below.

3) Enter the serial of your device.  

4) Select the country from the drop-down.  

5) Select the chat or get phone number options based on your preferences.  

6) Fill the web form and proceed further.  

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

For any hardware issue or repair please click on the link Phone Assist Worldwide

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[JL831]

Hi,

Thank you for responding. My computer is out of warranty so I wasn't able to use the options you listed. Can you provide me with any other help? Will HP help me fix this for free? I am asking because this isn't caused by anything I did to the laptop (e.g. dropping it or banging it around), it just started to bulge/crack on its own and so I think HP should take care of it since the laptop seems to be faulty.

I bought the computer in California and am also contacting you from here. Also, it says "Buy now" under the phone support but I don't want to have to pay extra for this, especially since I didn't do anything to break the computer.

I think you are right that it is probably an issue with the left hinge, especially since so many other people have the same problem. Is it breaking apart inside the computer, and if so, is it affecting/breaking other parts of the laptop like the fan?

Thank you

[JL831]

HP has not been helpful at all. I have been transferred and disconnected multiple times and am being told that I will have to pay for the repairs because my laptop is out of warranty and there was no official recall on this computer (even though there should have been seeing as this is a widespread manufacturing issue that a lot of people are having with this computer!). I was also supposed to get a call back from a supervisor about this but haven't yet. I don't understand why I am being forced to pay for the repairs when I did nothing to break it. This was an expensive laptop and I am surprised at its terrible quality!

[JL831]

Update: A case manager got in touch with me and informed me that the problem was actually a swelling battery and not the hinges. He helped me ship the laptop to a repair facility and then I got the repaired laptop back about one week later. It seems to work fine. Thank you!

[Dilip_18 · Accepted solution]

@JL831

Thank you for responding, I appreciate your time and effort.

Good to know that the issue is resolved.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!