My wife's 2020 HP ENVY x360 laptop screen hinge is broken - best way to get repaired?

[MattKennedy]

Hi. My wife's X360 laptop screen hinge is broken. The laptop is out of warranty. I was hoping someone might point us in the direction of how/where to best get this fixed? Is this something that is reasonable to have HP repair? Is there an HP service provider that might take this on? Really concerned because the piece of the hinge that is broken is now damaging the surface of the laptop and the screen really cannot be closed.

Thanks!

-Matt

[MattKennedy]

Wow, today is 7 days that this question has been posted. I had assumed based on other posts I had seen in the community that HP support monitored and replied to product support questions like this. Also seemed like a pretty straightforward question for someone in that role. Adding this reply to move this back up in hopes of getting someone from HP to reply. Since posting this I've seen posts going back years that suggest this problem is not only not unique, it probably suggests a design flaw in this laptop.

[Nal_NR]

Hi @MattKennedy,

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[MattKennedy]

Just wanted to share that I was given a support number to call for this. I and was told that HP could repair the broken hinge for $379. I was also told that cost was to replace the hinge only and if other parts were broken (I've read they often do) that price could go up by hundreds of dollars.  For example, the hinge screws into the display back cover. If the back cover hinge post is broken, the cost for that cover is well over $200 additional. Either way it is far too expensive to repair so I guess we are going to have to live with it. I fully realize that this is over 2 years old and out of warranty, but I am disappointed in HP and this product.

Be aware, after posting the above inquiry I did more research and I cannot tell you how many people I discovered have had the hinges on this Envy X360 notebook break. Countless posts about this even in these HP support forums. It certainly appears to be a product defect. Please also note that our laptops are treated with extreme care. As I told the support line, my wife was simply closing the lid when it snapped! Now it cannot be folded and therefore cannot be transported. This will be the last notebook that I'll purchase from HP. 

p.s. One last edit. After making the initial call to support above they opened a case, gave me the case number and said to call back if I decided to take advantage of their $379 repair offer. Interestingly within minutes of posting this reply I received a notice that my case was closed. Guess they are not overly concerned about customer sat.