HP Pavilion X360 Display hinge has broken internally from normal use and caused the touchscreen to c

[DarinP91]

HP Pavilion x360 - 14-cd0050tu

My wife uses this laptop daily on a desk and had never used the screen rotation feature until yesterday when she opened the display to tablet mode. When fully opened to tablet mode there was an immediate small cracking noise from the display, just above the right hand facing hinge. When the screen was returned to normal laptop position, the display screen protruded and cracked just above the right hand facing hinge. Two screws and pieces of plastic fell out as well. Looking at the screws it was clear the bushels the screws screw into, had broken the plastic on the display back cover. The screws were still screwed firmly into the bushels but the plastic around the bushels had given way (see photo of the 2 screws). This is a common design fault of not just this model but several HP models in the past. I am a retired HPE and spent several years repairing HP laptops under warranty and HP authorization. This damage has been caused by a component failure and not user induced damage. The laptop is outside the one year standard warranty but considering that such a major component has failed within 2 years of purchase, through no fault of the eu and there are dozens of similar posts on this forum, HP should cover this repair. Examples follow.

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Envy-X360-Hinge-broken/td-p...

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Hinge-and-Screen-falling-Apart...

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Broken-Hinge-envy-laptop/td-p/...

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/ENVY-X360-Screen-cracks-for-no-reason...

My wife really loves this laptop and would like it repaired at HP expense please.

Considering parts for the display are not available individually and a full display would be required to fix the issue, this should not become an issue for the eu. The full display unit would be highly expensive and is not available from HP Parts store either.

Please view the photos of the issue

 

Thank you

Regards 

Darin Paterson

[KrazyToad]

@DarinP91

Welcome to HP Community

I have gone through your Post and I understand your concerns and Frustration

I will escalate your case to HPs regional escalation team

Please check your Inbox

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[DarinP91]

Well it's been over a week and no contact from a case manager and no reply from Krazy Toad as to when any help from HP will come. Very disappointed with the product and the support. HP used to be so much better.