Issues with Pavilion x360 convertible, product 436S9AV

[Dis8ppointed]

@HP I've been told there's no way to lodge a complaint to HP because my less than 3yr old HP laptop is not under warranty.

I have been a HP customer for over 20 years.  I’ve bought multiple laptops, a home server and multiple business inkjets and I need someone to understand that the quality of the products that HP is producing is terrible. 

I bought 2 business inkjets that did not get much use.  They were used far less than the 10,000 page duty cycle in the manual.  The first printer died in roughly 4 years.  I call the tech support number and was told nothing couple be done with the printer but they could offer me a discount on the newer version of the printer I had.  The second printer lasted 2 years.  I called HP and again was told, since it’s out of a warranty that they could offer me a discount on a new printer.  I declined.  I am now the happy owner of a 5-6 year old Brother MFC-J5845DW.

I had a 2010ish HP laptop that was great.  I even put a SSD in it.  The removable battery was failing so I even bought a replacement battery.  Finally in 2016 the laptop was really slowing down and an opportunity came along to get a heavily discounted (practically free) Dell 2-in-1 laptop.  I was apprehensive to leave HP, but the deal was too good.  I figured if the laptop ended up being a hassle, I’d just buy a new HP since I had no stake in the game for the Dell.

Fast forward 9 years.  The Dell with it’s 6th gen Core i7 is still kicking.  It’s had an SSD installed, running Win 10 and still with the original battery. My highschool son has taken it to school with him every day for 3 years now and other than noticeable cosmetic wear, the laptop functions perfectly.  On the other hand the HP Pavilion x360 Product 436S9AV that is less than 2 years old has not shown nearly the quality of the Dell. 

My other HS son uses the Pavilion which had the motherboard failed in less than 2 years and now, at less than 3 years, the hinges are breaking away from the laptop cover and cause the screen to crack.  I am utterly shocked at the lack of quality in this laptop that listed for almost $900.

The repair technician, from a local PC repair business, suggested not replacing the motherboard, said this failure was common for HP and that if I wanted to buy aa quality laptop to buy a Lenovo.  Luckily 1+ years later the replacement motherboard is still functioning. 

Now the hinges with the cracked cover were shown to the IT dept at my sons HS.  The computer technician said we may be able to get parts but it would probably not be worth putting into the old laptop and to instead put it towards a new laptop. He too said HP laptops are junk and do not hold up (his exact words) 

and he too suggested a Lenovo. 

It appears that you, HP, have a quality issue with your products and it’s been going on for at least 10 years.

You also have an issue with customer service. Spending 30+ minutes on the phone with them it was clear that I could get a discount on a new laptop, but there is no good way to make a formal complaint to corporate since the laptop is out of warranty. So, I’m going to post to X, Facebook, and your support page to see if I’ll actually get a response from this complaint.  I’m not going to hold my breath, but an acknowledgement for a 20+ year customer would be nice.

 HPHP 2HP3HP4HP59 yr old Dell9 yr old Dell 39 yr old Dell 49 yr old Dell 5

[Dis8ppointed]

these pics dropped out.9 yr old Dell 19 yr old Dell 2

[Garp_senchau]

@Dis8ppointed, Welcome to HP Support Community,

Thank you for posting your query.

Thank you for sharing your experience with us, and I sincerely apologize for the issues you've encountered with your HP products. 

We deeply value our long-term customers, and it's disappointing to hear about the quality concerns you've faced over the years. I understand how frustrating it must be, especially after being a loyal HP customer for so long.

Your feedback is incredibly important, and I will make sure it gets passed along to the right teams for review. We are committed to improving both the quality of our products and the customer support experience, and your insight is valuable in helping us do that.

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,