Request for International Support – HP Victus 16 Hinge Failure Identical to Known Design Issue

[Riest]

Hello,

I am reaching out for help from HP International Support regarding a warranty claim for my HP Victus 16 (16-e0000 series). My local HP service center in Poland has rejected my warranty request, claiming “external mechanical damage”, but the issue on my device is identical to the well-known hinge defect reported by many Victus 16 users worldwide.

My laptop was used carefully, in a stationary setup, and has never been dropped, hit or subjected to pressure. I always opened and closed the lid properly.

Over time, both hinges started to stiffen, which caused them to put increasing pressure on the plastic display cover from the inside. Eventually, the internal pressure from the hinge mounts caused the screen housing to crack and break outward on both sides.

This failure pattern is identical to what many other users reported — the hinge presses from the inside, the plastic frame cannot handle the force, and it cracks exactly at the hinge pressure points. Once the cracks appeared, I immediately noticed the problem.

I will attach photos showing clearly that:

• the damage originates from inside, not outside,

• the hinge mount pushes upward against the display cover,

• the breakage is almost symmetrical and consistent with hinge stiffness,

• there is no sign whatsoever of external impact or misuse.

Despite the clear evidence and identical symptoms to other documented Victus 16 hinge failures, HP Poland classified the damage as “external mechanical damage from impact or pressure”. They are refusing to acknowledge the possibility of a manufacturing defect and are not willing to reconsider the assessment. They saw the break of the lid which they assumed was from the external force, while it is clear when you look closely on the hinges, that the break is caused by the hinge pressuring on the lid.

Many Victus 16 users around the world had this exact issue repaired under warranty, with HP acknowledging a design weakness in the hinge/plastic housing assembly. There are numerous examples on this forum and on Reddit where HP replaced the hinges and the cracked plastic under warranty because it was determined to be a product defect, not user-caused damage.

My device shows the exact same failure pattern, and I am kindly requesting help from HP International Support to review my case, as the local service center refuses to consider the well-documented design flaw.

Could you please:

1) Escalate my case or connect me with a team that can reevaluate the damage,

2) Help arrange warranty repair (my device is covered under Care Pack), as this issue clearly matches the known hinge defect affecting this model.

I take good care of my devices and would never force the hinges or cause such damage. This failure happened solely due to the stiffening hinges pushing against the plastic frame from the inside — exactly as documented by many other Victus 16 users.

Thank you very much for your assistance. I hope we can find a fair solution.
I will attach photos of the damage for reference.

— name:
Serial Number: #
[edited]
Left hinge (left from user side):
left side (from a user side)

Right side, you can clearly see the metal part of the hinge pressure the lid what caused the break of the lid

right side, u can clearly see the metal part of the hinge is putting pressure on the lid

Close-up to the metal part that caused the break of the lid

right side, u can clearly see the metal part of the hinge is putting pressure on the lid

Top view of the notebook, you can see the break that was caused by the rght hinge

view from above, you can see a break that caused the hinge

Top view, normal view of the user, the failure is almost not seen, thats why I didn't see the problem when it started, I saw it when I saw the break of the lid. You can also see that the notebook is in perfect condition not counting the hinges problem. There aren't any signs of fall or other external forces on the device.

normal view of the user, you almost cannot see the failure, that's why it took me so long to notice increasing problem

Left side to show that its almost symmetrical

left side

Right side

right side

[Pallipurath]

Hi @Riest,

Welcome to the HP Support Community!

Thanks for reaching out!

I like to inform you that the unit has sustained hinge damage. Based on the images provided, I can see a slight bend towards the top right corner. Please note that this type of damage may not be covered under the standard warranty. I kindly recommend that you contact our phone support team for further assistance and guidance on the next steps.

We're here to help you tackle that hardware failure! Don't worry, we've got your back!  

  

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Take care and have an amazing day ahead! 🚀

Best regards,

Pallipurath