Unresolved Jammed Hinge Issue, damaged screen Claim Denied Despite Clear Evidence of Internal Fault

[swskb123]

I purchased a laptop HP Envy 360 series, which has recurring issue related to hinge durability, which appears to be a design flaw. Despite the product’s compliance with IS 13252 (Part 1): 2010 / IEC 60950 Part 1: 2005, as per BIS standards, the hinge mechanism does not seem to meet expected quality norms.

Since purchasing my HP Envy 360 laptop in 2022, I have encountered hinge problem. The hinge detached from the back cover, causing further issues, including screen damage. There are numerous complains from users which are available online who have reported experiencing similar hinge failures with this model, and a quick online search reveals several complaints indicating that this could be a widespread design defect (snap enclosed).

During the warranty period, I raised a complaint with HP Support regarding a hinge jam that detached from the back cover and ultimately caused the screen to break. HP representatives are denying to cover the part replacement under warranty and suggesting to purchase separately.

HP’s decision not to replace the back cover and hinge, which is a design flaw in this model is disappointing. In cases of hinge jams, the hinge consistently detaches from the back cover, impeding the screen’s movement entirely (please refer to the attached photos). Considering the evidence of a design flaw, I urge HP to consider a product recall or implement appropriate corrective measures to address this defect for all affected users and also provide immediate resolution for my case.

I kindly request your support in expediting this matter and look forward to a resolution that addresses this issue fully.

Thank you for your attention and as

sistance.

[Max3Aj]

Hi @swskb123, Welcome to the HP Support Community 

  

I understand you are facing an issue with your Hinge issue. Not to worry I will help you to get a resolution to resolve the issue. 

  

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support