Hinge Loose Screen Casing splitting on the edge

[BeckyBrooks]

7 months old HP ENVY X360.... I noticed the left side of my screen casing splitting when I would try to open and close my laptop. This thing is supposed to go all the way around to use as a tablet. I have never even used it that way. Just opened and closed it. Never dropped, Never even took it out of the house. I am a senior so I am gentle with things. Upon closer examination it appears that the left hinge is loose and not quite aligned right. HP said send it back and they would rush the fix. They sent a box and paperwork that does not reflect what I was told. Nothing about the actual problem I was having or the rush and the free pick up I was supposed to get was not included. I was uncomfortable sending it back so I researched online and found that I am not alone with this hinge issue, and some people had been waiting weeks to get theirs back. The hinge issue is a common one because it runs so hot that it melts some flimsy plastic part that eventually melts and causes the hinge to fail. Of people that sent it back under warranty most were accused of dropping it and told it would cost them to fix it. Of the ones who paid for the fix it only lasted 3 months or so.

I have had issues with this from the beginning with it freezing up after every update. I have spend countless times with HP assistant fixing it after an update and finally tried to turn off all updates.

It runs hot and frankly I feel I wasted $600 on this thing and need to go buy something decent

If they want to send me a brand new one I will try again, and then wipe this and send it back. I do not want to fix this. It's a bad design and will just happen again. To me this should be a recall.

Is there a way I can get a credit toward upgrading it to a better design? Something more sturdy that is not going to break? And one that will not crash every time windows updates. 

 Photo of the issue below

[Dragon-Fur]

@BeckyBrooks

You have done the right thing - and HP has responded with a service case.

Our community forum is not associated with HP Technical Support.  We have no influence on service calls.

In effect, you must send in the computer for repair before anything can happen.

I can suggest the following:

When you send in the computer for service, attach a dated, type written note stating your concerns, iterate the service requested, and add whatever other information you feel is relevant.  Keep a copy of the note you send with the paperwork.

Use the phone number you will have received to contact HP Support to speak with the service department.  Express your concerns.

Once you have sent in the computer for service, keep an eye on the Tracking information.  Know that sometimes the online tracking is not always current "to the day".  If / When you want / need a status or update, contact the service department and ask for an update, "What is happening now?  Where is my computer?"  Ask anything you feel is important.  Squeaky wheel and all that.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

[BeckyBrooks]

I do not see the point in getting a poorly designed hinge repaired with a poorly designed hinge that will only last another few months and then be out of warranty. It's not worth the risk of sending it in, and putting all my data at risk.

[BeckyBrooks]

and I was not given a phone number to call. If there was a way to speak to someone in the US about this I would call. I went to the support chat function on my laptop and those guys are all somewhere else, and really do not have a lot of information. I do not need to talk to them on the phone. I would need to speak to someone who actually worked at HP in the US and again they did not give me any phone numbers to contact for that.

[Dragon-Fur]

@BeckyBrooks

OK, understood.

I did bump a request for someone to take a look from our side.  

IF there is a response, you will hear back here before an agent contacts you.

On the other hand, if you have decided against having HP repair the computer, keep the box and do not send the computer to HP.  At some point they will likely try to contact you - you can explain you have decided against having the system repaired.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

[BeckyBrooks]

Thanks, why do you suggest keeping the box if I am not planning on sending it back? I was just going to put it in the recycling. When I chatted with the support people I was not 100% sure if I was going to send it back, and they said they would send the box and I could either send it back or not. Just wondering why I should keep the box?

[Dragon-Fur]

@BeckyBrooks

It was just lazy wording.

Keep / recycle it / send it back empty / send it back empty with a paper inside with your comments.  

I understand you are unhappy and I am not trying to add to your frustration.

Do what you think is right for your situation.

If / when you trash or recycle the box, remove anything in it or stuck to it that includes your computer's information.  For example, the box label may include the serial number of the computer or your phone number.  Remove anything that is private from inside and the outside of the box.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

[BeckyBrooks]

Thanks for the clarification.

[rick-s]

@BeckyBrooks

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

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

Thank you for visiting the HP Support Forum.

[scs2]

I have the same issue. Its been 2 years that I bought HP Envy x360. It had been showing the issue since a year now but its serious now. I love the laptop and have taken utmost care but this issue has been a headache. 

Would appreciate any help fixing this.