HP Pavillion x360 - Hinge Broke Laptop Casing

[dr3wth]

The hinge on my HP Pavilion has broken, and broke the back of the computer with it. The screen still works.

The hinge became sticky a while ago and a small crack formed but due to being outside of warranty I hoped that the problem would remain small, but that is no longer the case. This morning when I opened the laptop a part of the casing broke off.

Back of the computer.Front of the computer. Note the complete disconnection.

The screen still works but is no longer supported properly by the hinge if i attempt to tilt it. I believe additional stress is being placed on the other hinge due to this and thus it needs to be fixed urgently. The screen is also since it now sits on "top" of the hinge its meant to be a part of.

Note that at no point has this computer been dropped or treated overly roughly, ie this happened in the course of normal usage, with the crack slowly become worse due to the faulty hinge. Based on other users having problems with the hinge I believe this is a product fault and should be covered despite being outside the warranty (purchased Dec 2021).

The product was purchased in the US but I am currently in Denmark, where Atea A/S is the only listed shop. What are options for repair?

[Sneha_01]

Hi @dr3wth ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out as it requires repair.

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

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[sara_79]

Hello! I have the exact same problem, did you get any help? Were you able to fix it? I hope so..

[dr3wth]

I ended up seeking out 3rd party repair because HP does not acknowledge this issue for the Pavilion. To quote what HP Support said directly:

[4/24, 19:02] HP Support: I understand however this HP x360 computer you have does not have this issue.
[4/24, 19:03] HP Support: The only option here is paid repair.

I encourage you to still reach out to support. My person was great, to the point, and outlined my options. At the very least they will have a record of yet another person with this problem.   Personally I will be avoiding HP products in the future since clearly they're happy dodging responsibility for problems like this, but maybe you will get a better result.

The 3rd party repair people broke my screen slightly due to the difficulty of the hinge repair and how the laptop was built (gave me a partial refund,  so no complaints there! unlike HP, will be going back there), but were able to oil the hinge and reinforce the backing with steel.

[sara_79]

Thank you so much for the reply! That sucks to hear 😞 

can I ask how much did it cost you to repair it? 
I already spent about 300$ on screen replacement last summer and am considering a new device if the repair is expensive. Not to mention that my laptop is 2 years old 😐 

[dr3wth]

Unless you also live in Europe I imagine prices will be different, as Pavilion parts aren't sold where I am so it was a custom repair.

It cost 1500 danish kroner, or about $216 USD. I was refunded 500dkk or about $70 for the partially broken screen.

I would personally say buy a new device if you can. I no longer trust HP devices are worth investing in and am saving up for a new laptop for when this one breaks next.