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HP Envy X360 Product 3L999PA#ACJ
Microsoft Windows 10 (64-bit)

My 4 month old laptop was working superb until last night the right hinge broke just like that. Apparently it worked well all these days and never showed any signs of resistance or fragility, but then unexpectedly the hinge detached and exposed some screws from the screen. I raised complaint with the customer care, they asked for pictures and I sent them that. Hopefully HP recognizes the faulty part and replace it under warranty. I am planning to take extended warranty after that, as I am scared of further issues in future.IMG_20210114_160341.jpgIMG_20210114_160426.jpgIMG_20210114_160431.jpgIMG_20210114_160436.jpg

2 REPLIES 2
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@truecrtiq

 

Welcome to the HP Support Community. 

 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

 

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community.

The_Fossette
I am an HP Employee

HP Recommended

I am yet to get a fix, the support team is busy escalating still no solution. In between I got a call from the service center that a case has been logged from HP support team as "Trade" type- means its an out of warranty type case and for the part I need to pay around 6000 INR + taxes. OUTRAGEOUS isn't it?? this is just 4 months old  premium laptop.

Interestingly the response I got from the Level 2 escalation engineer was that, " Sir these laptops have to squeeze in so many parts considering the form factor and these quality issues are expected, one need to take accidental damage insurance". 

I simply asked him why don't you just market it that way itself so that with the laptop one has to definitely buy insurance by paying additional few thousand bucks and have peace? HP quality both product and support has come down drastically. 

BTW they do no follow up ie they said they will call from the escalation team but they don't. This is 5th or 6th interaction with them , tomorrow I will get call, assured, as said by agent susmitha.

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.