Hinge problem with my HP ENVY x360 Laptop

[minniepoon]

I purchased my HP ENVY x360 Laptop in July 2020. It has been working alright, However, when I was closing its lid yesterday, I heard some cracking sounds in the right hinge and my screen started to detach from the metal case when I tried to close it further. Have anyone experienced similar problems before? Wonder what I can do. 

[Max3Aj · Accepted solution]

@minniepoon, Welcome to the HP Support Community 

  

I understand you are facing an issue with your hinge issue. Not to worry I will help you to get a resolution to resolve the issue. 

  

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support 

[Jopsicle]

HI there,

I'm having the same problem, but finding it difficult to get a reply on the community thread I've done about it here

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Envy-screen-pop-out/m-p/943...

Did you get a solution - or at least a solution of how to close it so you can take it to the shop for repair?

Thanks!

Joseph

[minniepoon]

Hi Joseph, 

Your problem appears to be worse than mine. I've got a private message from the HP support agent. He didn't really solve my problem, but simply asked me to pay for the troubleshooting service to find out how to fix it (and of course to pay for the subsequent repairing costs). I checked with my local stores and they quoted £150 for the repair. I didn't really go to the shop, for fear that it might break it further. So I just left my laptop opened on the desk and used it as usual. Thankfully it's still functioning well. Not sure how long it's gonna last though. 

Hope it helps. 

Regards, 

Minnie

[Jopsicle]

Hi Minnie

Here's the solution I ended up having. 

I went to Curry's PC World. Paid £50 (service fee), they then sent it off to their repair shop, rang me up and said it was going to cost another £166 on top of that -- £130 for a replacement back for the screen, £36 labour. 

At which point I just needed to get it back as I use it for work, so had to just pay. About 10 days after I put it in I got it back repaired. 

How long before it breaks again, who knows? It was the plastic in the back of the screen that had failed that attaches to the hinge, not the hinge itself. They said they see a fair amount of cases like this. 

Bad design for an expensive product. I had to pay total of £216 to get it fixed, which is just over 25% of what I paid for the laptop originally. Really if the part is so likely to fail the replacement shouldn't be so expensive.

There was no help forthcoming from the HP support staff as I'm out of warranty.

I think I was lucky my screen hadn't cracked yet from the pressure on the hinge, otherwise that would've been expensive to replace too. 

All the best,

Joseph