Request for Goodwill Assistance – Pavilion x360 Hinge/Chassis Structural Failure

[mileyan25]

Hi HP Support,

I’m reaching out regarding a structural hinge mount failure on my HP Pavilion x360 Convertible 15-er1xxx. The hinge has separated from the chassis during normal use, even though the laptop has never been dropped or mishandled. The display still works, but the hinge is no longer anchored and is pushing outward on the base.

I’ve since learned this is a known design defect on Pavilion x360 models, where the hinge mounts are secured to plastic and fail over time with normal 360-degree use. This is not cosmetic damage — it’s a structural failure that risks damage to the display and internal cables. The device is otherwise fully functional and well maintained.

Given this is a recurring design issue, and the official repair quote of $450 minimum represents a significant financial burden and is almost half of what I spent on the laptop to begin with, I’m requesting goodwill assistance. I don't believe it's fair or right that I am paying to repair a manufacturer defect. I would greatly appreciate review for a goodwill repair, replacement part discount, or other assistance appropriate for this known defect.

Thank you for your time and consideration. I hope we can find a resolution that reflects HP’s commitment to quality and customer support.

[Kuroi_Kenshi]

Hi @mileyan25,

Welcome to HP Support Community!  

Thank you for reaching out regarding your laptop. 

We understand how important it is to have your device functioning properly, and we're here to assist you.​

To ensure your device receives the appropriate care, we recommend visiting an authorized HP service center. Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

You can locate the nearest HP service center using our Service Center Locator:​

🔗 HP Service Center Locator

If you need further assistance or have any questions, please don't hesitate to contact us.​

Best Regards,