Two failures just outside of warranty (hinge failures)

[MattKennedy]

My wife and I are 65 y/o retired professionals who meticulously care for our things. We purchased 2 HP laptops. They seemed like really nice machines. We figured we'd get between 5 and 10 years use out of them. Both laptops have failed due to hardware (hinge) failures after just 2 and 2.5 years. We are the only users of these laptops. I am so disappointed about the quality of these machines that I felt compelled to share this here. 

Laptop #1:

13" HP Envy x360 (model: 13z-ay000) - new purchase August 2020

• After only 2.5 years of ownership (outside of the warranty period) in March of 2023 without warning, the hinge on one side suddenly and completely snapped off on my wife. Given the number of cases I see of HP laptop hinge failures across the internet I did contact HP at the time hoping they might take care of it. They would not and the possible cost to repair was not reasonable for a 2 year old machine. It was still functional so we kept using it - it was left open in one place (on a desktop) titled screen and all. Eventually the display failed in March of 2024. It appears the wires to the display were pinched due to broken hinge. Our first HP laptop into the trash after just 3.5 years.

Laptop #2:

13" HP Envy model: (model: 13t-ba1-00) - new purchase December 2021

• After just over 2 years of ownership (and just outside of the warranty period) the hinge on my laptop failed without warning in March of 2024. After continuing to try and use it as a permanently open desktop machine it took only another few weeks to completely fail. Our 2nd HP laptop into the trash after just over 2 years.

Needless to say we will not be purchasing HP laptops again in the future. I've also saved them so that I am able to show people what kind of products are being built.

[Sneha_01]

Hi @MattKennedy ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out as it requires repair.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support