Left Hinge on HP ENVY x360 Broken

[als210]

You'd think a company this reputable would be more put together...

[Dawsty]

Mine is the Pavilion. Told me to take it to an authorized HP repair facility and they could let me know if it was a warranty repair. Looked them up on HP official service website. Went to 2 of them and called 4 others. Not one would do an HP warranty repair

[Dawsty]

After 5 months of back and forth HP finally stepped up and fixed laptop under warranty

[sophieb08]

The exact same thing happened to my right hinge, I have never dropped the laptop. I was using it last night and put it on the table and when i opened it this morning the hinge collapsed, a screw fell out and the screen cracked in the bottom corner. This laptop was £700, i thought it would last for many years. I still have 1 month left on my warranty. What should I do??

[Dawsty]

Keep on HP. Don't take no for an answer. Pull a "Karen" and ask to speak to a manager in customer service. Keep moving up the chain until your issue is resolved. Took us over 4 months. Good luck!

[praveenbv]

Hi@RNAGY111,

Thank you for posting on the HP Support Community.

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution

[BrianEnvy]

Did you ever receive any support?  My wife's laptop just had the same issue happen, and when the hinge popped out it cracked the screen.  So frustrating because I bought the extended warranty and of course it's 3 months past the warranty.  

HP Please help!  Sounds like a defective issue.  My wive loves this computer, but not sure I'll go with an HP ever again if this isn't resolved favorably.  

[praveenbv]

Hi@RNAGY111,

Thank you for posting on the HP Support Community.

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution

[David_F_NZ]

HP ENVY x360 15-bq003AU hinge fault

The unit has never been used in anything other than the traditional laptop position, so no undue stress has been applied to the hinges. The hinge failure looks to be a quality issue rather than a user issue as there are so many users experiencing the same problem, usually just outside the period of guarantee. 

My $2000 unit is 2 years old and therefor outside of the standard warranty so HP are not particularly interested. I notice that the same hinge system is still in production which I find irresponsible, especially on a unit specifically made to fold. Mine has never been angled more than 100 degrees (the standard laptop position) been used with care and yet it has critically failed. 

HP should step up and remedy this.

I have now been looking for a solution for almost 6 weeks - I have had one voicemail message which was (from India) and  impossible to understand, this was reported to  HP employee/agent over two weeks ago...   VERY POOR SERVICE