My envy x360 screen pops out due to a faulty hinge

[ebinjoseph]

my envy x360 screen pops out due to the faulty hinge. It appears the poor quality components could not handle the laptop lid. this appears to be a common problem i guess. when I visited a service center I was asked to pay more than 60 percent of the laptop price which is unacceptable. A 1000 dollar equivalent laptop should have more quality.

[praveenbv]

Hi@ebinjoseph,

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

[ebinjoseph]

last time I took it to  a service center, the guys over there asked me to change the entire laptop lid ( display + casing ) and asked me to pay 45000 which is more than half of its price. after some time they reduced it to 39000. i dont understand this. is this the way hp support behaves to customers because they are out of warranty period ? also the hp support online is limited to only those people within the warranty period. please explain the  hefty repair charge due to poor quality hardware provided by hp. 

[praveenbv]

Hi@ebinjoseph,

Thank you for waiting! I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send us a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

It's been a pleasure interacting with you and I hope you have a good day ahead.

To assist you better, do you have a previous case number or were you in contact with the escalations team?

I understand you need assistance and I’d love to help. However, we encourage our customers to create a public post so that the conversation may help other community members find a similar solution.

Hence, I would request you to create a public post with the same query, so that you may get your answers from the various members we have in our community forums at HP.

Keep me posted.