Need help getting replacement rubber feet for my Envy x360

[GBee19]

The rubber feet on my Envy x360 (2020), which is still under warranty, are falling off and the adhesive used just seems to be completely useless. I need replacements but I'm getting the run around, I've been bounced from Support to Sales and back again but no-one seems able to help me.

Support in particular was a complete disaster, in one session the 'virtual assistant' redirected me to the US website and I wasted time with a US support rep only to be told I needed to go to the UK support website (which is where I started). In another phone session I spent 20 minutes arguing with a support rep that was I was the legal and registered owner of my laptop only for her to finally realise that she had confused 'S' with 'F' in the serial number. She finally told me that 'we don't deal with accessories' and that I should try buying them from Amazon instead. I'm losing all hope and I'm really hoping that by posting here I might finally get the expected outcome.

[banhien]

@GBee19 

There are dozens of models/products call Envy x360 (2020). What is yours ? Please use the following way to find out the model/product of your machine

                   https://support.hp.com/us-en/document/c00033108

For YOUR security reason, please do NOT post its Serial number (s/n) on Internet.

Regards.

[D777]

My hinges broke the the enclosure under warranty and was asked for half the price of the laptop for repair.

Your problem is heat related, perhaps the fan needs cleaning. However, you may cause alot of damage if you try to open the laptop!

[GBee19]

It's model number AY0009NA a 13" version with the Ryzen processor - I perhaps wrongly assumed that all the models from that year shared the same chassis, although in hindsight I was forgetting that there are also 15" models of the x360.

[GBee19]

This doesn't seem to be a heat related issue, and I've barely used this laptop since I bought it due to the pandemic lockdown - being stuck at home means I use my desktop system almost exclusively.

The feet falling off these models seems to be a well known and widespread issue, there are a few threads about this in these forums already but they were all locked due to age and the solution given each time was to contact support - which I tried already and it was a dead end.

[GBee19]

So it's been a week, no closer to getting the defective replacement feet for my laptop even though it's under WARRANTY.

Does no-one have any suggestions on what you need to do in order to get some service from HP?? Is there some secret phone line or email address that bypasses their tier one support?

[D777]

They will fall off again. Reglue the old ones with double tape.

This will not be covered by the warranty. Call their number for price offer for repair.

Your problem is with the fan. It needs cleaning but do not do it.

[GBee19]

@D777 With all respect, this isn't a heat issue and definitely not a problem with the fan. The laptop isn't even warm to the touch in usage and it hasn't been used for anything more than light internet browsing and similar since it was purchased. I bought it to take with me when travelling and because of the pandemic I've been stuck at home so the laptop has barely seen any usage at all. I have a 16 core 32 thread desktop system for all my heavy work, such as code compilation, I've no need to do anything like that on a thin and light device. As I said before, there are a lot of people reporting the exact same issue with the same model, in some cases just days after purchase. Both strips are coming off, including the one at the front furthest from the sources of heat.

Re-gluing the old feet isn't really an option, the very thin rubber strips seem to have stretched and are physically longer than the recessed section holding them on the bottom of the laptop. If HP aren't going to cover this under warranty I'd like for them to say that formally - however I know users in the US have already successfully had these rubber strips replaced under warranty so that doesn't really seem to be true.

My only issue is that I can't seem to get past the Tier 1 support (based in Eastern Europe?) who are unable to go off script.