Pavillion x360 broken hinge

[ZivL]

Hello,

I have a Pavillion x360 laptop that I've used for the past two and a half years as a university student. It has gotten much use in both regular laptop mode and tablet mode. 

Last night I was horrified to find a crack near the right hinge of the laptop, which turned into the the bottom right hand side of the screen completely tearing off from the hinge. In effect, the screen is no longer connected to the bottom half of the computer on the right, and some of the plastic tore off with it.

To my understanding from the chats here, general internet research and the same thing having happened to a friend- this problem is very common for this model. So why do I have to pay for the fixing and getting blamed for this by the company's customer service, claiming I caused the damage, when warranty is still in effect and this is clearly a hardware issue? Other than regular, normal use, there's nothing out of the ordinary that would have caused this; it has to be a hardware issue.

I do hope other people have had better luck getting this fixed without a serious financial burden.

[zoey7886]

@ZivL, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your HP Pavillion x360! 

We're thrilled to have the opportunity to assist you and provide a solution.  

I’m really sorry to hear about the hinge issue on your Pavilion x360. I understand how frustrating this must be, especially since you've been using it regularly for your studies. We definitely want to help you out in the best way possible.

Could you share a bit more about how this happened? Was there any external impact, or did you notice the crack forming over time with normal use? If the damage was accidental (like a drop or sudden pressure), HP’s standard warranty unfortunately wouldn’t cover it. However, if you have an Accidental Damage Protection (ADP) warranty extension, then it would be covered.

If the device is out of warranty, we do have repair options available, but there might be a nominal fee for servicing. I can guide you on the next steps based on your warranty status. Let me know, and we’ll figure out the best way forward!

Looking forward to your response.  

Take care, and have an amazing day!  

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Regards,