Subject: Re: Structural issue / Design defect near the hinge - HP Pavilion x360 15-er1000nk

[Nour_Mehri]

Subject: Re: Structural issue / Design defect near the hinge - HP Pavilion x360 15-er1000nk

Dear HP Support Team,

I am contacting you today as a loyal HP customer and a Master’s student in Interior Architecture. In 2023, I chose the HP Pavilion x360 Convertible (Model: 15-er1000nk) over many others specifically for its 2-in-1 functionality. This laptop has become an indispensable tool for my studies and project presentations, allowing me to merge my creativity with digital precision—particularly with its stylus, which took a significant amount of time and financial sacrifice to acquire here in Tunisia.

Because I am highly committed to preserving my primary work tool, I have taken absolute care of it. As shown in the attached photos, I even applied a protective skin to the chassis and always transport it in a shockproof sleeve. I very rarely switch it to tablet mode, doing so only when strictly necessary for my academic presentations.

Despite this careful handling, during a completely normal and gentle rotation movement, the thin area of the chassis surrounding the HDMI port broke. Upon examining the mechanism, it is clear that the placement of the HDMI port, located directly adjacent to the 360° rotating hinge, represents a structural vulnerability. The mechanical pressure exerted during opening and closing concentrates on this extremely thin plastic zone, which ultimately failed under normal, manufacturer-intended use.

Since this incident, the chassis splits open every time I attempt to rotate the screen, severely weakening the hinge and making tablet mode completely unusable.

As a student, I do not have a professional income, and repair costs are extremely high for my budget. Although the device has completed its three years of use in 2026, it remains in otherwise pristine general condition. This physical failure is due to a design vulnerability rather than user negligence.

I am reaching out to you in the hope of a commercial gesture or assistance from HP. I kindly request your support in resolving this issue, whether through assistance with the repair, providing the necessary replacement parts, or offering a solution via your authorized partners here in Tunisia.

I have attached photos showing the damage, the overall well-preserved condition of the laptop, and the factory specification label.

Thank you very much in advance for your time, understanding, and support.

Sincerely,

Nour Mehri Model: HP Pavilion x360 Convertible 15-er1000nk Serial Number (SN#): (Will be provided privately to support) Product ID (ProdID): 6L9K7EA#BH4 Country: Tunisia

Pays : Tunisie

[Nal_NR]

Hi @Nour_Mehri ,

Thank you for reaching out to us! To ensure we can assist you effectively, we kindly ask that you respond in English, as it is the language we currently support here.

Take care and have a good day

[Nour_Mehri]

Hi @Nal_NR,

Thank you for your guidance. As requested, here is the detailed description of the structural issue with my laptop in English

Subject: Structural issue / Design defect near the hinge - HP Pavilion x360 15-er1000nk

Dear HP Support Team,

I am contacting you today as a loyal HP customer and a Master’s student in Interior Architecture. In 2023, I chose the HP Pavilion x360 Convertible (Model: 15-er1000nk) over many others specifically for its 2-in-1 functionality. This laptop has become an indispensable tool for my studies and project presentations, allowing me to merge my creativity with digital precision—particularly with its stylus, which took a significant amount of time and financial sacrifice to acquire here in Tunisia.

Because I am highly committed to preserving my primary work tool, I have taken absolute care of it. As shown in the attached photos, I even applied a protective skin to the chassis and always transport it in a shockproof sleeve. I very rarely switch it to tablet mode, doing so only when strictly necessary for my academic presentations.

Despite this careful handling, during a completely normal and gentle rotation movement, the thin area of the chassis surrounding the HDMI port broke. Upon examining the mechanism, it is clear that the placement of the HDMI port, located directly adjacent to the 360° rotating hinge, represents a structural vulnerability. The mechanical pressure exerted during opening and closing concentrates on this extremely thin plastic zone, which ultimately failed under normal, manufacturer-intended use.

Since this incident, the chassis splits open every time I attempt to rotate the screen, severely weakening the hinge and making tablet mode completely unusable.

As a student, I do not have a professional income, and repair costs are extremely high for my budget. Although the device has completed its three years of use in 2026, it remains in otherwise pristine general condition. This physical failure is due to a design vulnerability rather than user negligence.

I am reaching out to you in the hope of a commercial gesture or assistance from HP. I kindly request your support in resolving this issue, whether through assistance with the repair, providing the necessary replacement parts, or offering a solution via your authorized partners here in Tunisia.

I have attached photos showing the damage, the overall well-preserved condition of the laptop, and the factory specification label.

Thank you very much in advance for your time, understanding, and support.

Sincerely,

Nour Mehri

Model: HP Pavilion x360 Convertible 15-er1000nk

Serial Number (SN#): (Will be provided privately to support)

Product ID (ProdID): 6L9K7EA#BH4

Country: Tunisia