Screen hinge is very loose

[Christosds]

Hi.

Today i received a new HP Spectre x360 Convertible Laptop 15-eb1043dx and the screens hinge is very loose. If i try to stand up with my laptop in my hands the screen falls back. Is this the normal function/behavior of this model screen or is there a problem? This is a video of the screen's behavior. https://www.youtube.com/watch?v=D42H1i9aoJw

[erico]

No.

The hinges should  definitely not be loose like that.

I have had a few x360 model Spectre ultrabooks and the screen won't move until you use your hand or finger on it.

I would describe the hinge fit on that unit you have the term as sloppy. 

[Christosds]

Thanks for your reply.
I wasn't sure if this is how the Spectre x360's screen is working although i have a convertible Lenovo Yoga 940 and i don't have any similar screen problem.

Actually this is the second brand new Spectre x360 15" with the same problem. It was a replacement for a laptop I had bought 2 weeks ago with the same exactly problem. This laptop costs 2000 euros (2340 USD)  in Greece and I received 2 faulty machines. Also I discovered that the warranty was activated last October so I'm not sure if this was brand new or refurbished and they just applied the stickers and the security tape again.  I'm trying to send it back but my vendor refusing to accept it and to give me a refund saying that HP's support doesn't accept this as a faulty machine.  Unfortunately this is how HP's support treats their clients in Greece. 

[praveenbv]

Hi @Christosds,

Welcome to the HP Support Community.  

As this is a hardware issue, I'd suggest you Contact HP in your region regarding the service options for your computer or HP Chat support Team

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.   

Have a great day!  

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping! 

[Christosds]

Hi @Praveenbv.
I contacted HP support and their first response is that this is the normal functionality of the screen. I have sent them another video and I'm waiting for a new reply. The situation is tragic, surreal. I start to wonder if I'm so peculiar or since the last time I bought a laptop a year ago the quality has dropped so much that they think it makes sense for the screen to drop without pressure. 

This is a new, unused very expensive laptop.

I see that you are affiliated with HP, please check the video and just tell me if this looks to you like a laptop that works properly.

https://youtu.be/9pJuPghsq3c 

[erico]

I will ask a Moderator or Admin for some assistance for your issue. Thanks for being patient.

[MatheusH]

Hey @Christosds ,

Thanks for reaching out!

One of our agents has sent you a private message to collect more details about the issue you're facing.

This way we will be able to redirected your case to an appropriate team within HP and proceed with the correct process.

Regards,

MatheusH