used the laptop a few times and the hinge got broken!

[sergebell]

Looking into the history of the issue it is crystal clear that it is a hinge design fault when a short metal part of the hinge is attached to a plastic panel behind the screen. There are numerous videos and reports of the issue on the internet, when after some usage the metal screw in the hinge jumps out from the plastic thread during opening procedure and quite often breaks the screen as well. Appalling mechanical design solution!

The left hinge of my  Envy x360 13" laptop failed in under about one hundred open/close movements.  The laptop was used just a couple of times a year and was just sitting on the shelf. It was not dropped or anything like it.

It is a over £1k laptop and I do not agree at all that it is my problem now to start replacing the hinges. After calling the repair team I was advised that it is going to cost £314 to replace one hinge, then it is highly likely that the second hinge is going to fail in the same way and then again and again (i.e. replacement once in a couple of years time) as it is a hinge design problem. Then when the hinge is broken, there is a high chance that it is going to crack the screen.

Not sure whether it is legal at all from HP side to pass all the burden of hinges repair onto their customers. Going to escalate it further as it is not normal to sell an expensive product and completely ignore its mechanical design faults.

[Raj_05]

Hi @sergebell,

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

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

Have a great day!

Alden4
HP Support 

[sergebell]

HP completely ignores the issue with the mechanical design fault of the hinges.... and hundreds of reported cases on the Internet...

I was advised that I need to send it for a repair paying all expenses. Well, first, there is no guarantee how long a new hinge will last provided there is inadequate design of the hinge with a very short metal part just below the screen, which is bolted to a plastic counterpart, that would experience a significant stress whilst opening the lid... no wonder why it gets broken so often. Second, as it is a rather expensive laptop with a major design flaw, I do no agree that I have to pay for a costly repair (£314, just for one hinge) and hope that the other one or the replacement are not going to fail again and again.

It is well known issue (based on the reports on the internet) and HP should be more decent in acknowledging the problem and making it right. I am going to lodge an official complaint with HP.

[Rainbow23]

Hi @sergebell,

Welcome to HP Support Community. 
 

I see that you are facing issues with your HP product.

This could be a hardware issue with the unit and may need repair. 

I suggest that you contact HP Service Center in your location from this weblink: https://support.hp.com/us-en/help/service-center 
Note: Select your country from the dropdown,  enter the city or postal code, select the product and click on search to locate the nearest HP Service center near your location.

Hope this helps.
Take care and have a good day.

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