Broken Hinge

[DR1967]

We purchased an HP Envy x360 Convertable laptop from John Lewis in 2020. The warranty expired in July 2022.

When opening the laptop to use it last night there was a strange grating sound and we then noticed that the right hand hinge had failed and was outside of the laptop casing. 

On googling this issue it appears this is a very well documented problem and is known to HP. There is even talk of a class libel action in the USA.

The UK sales of goods act states that items should be "fit for purpose". Obviously the main USP of a laptop is that it can be folded up for ease of carrying. The hinge mechanisms used in this laptop are obviously extremely weak, poorly made and absolutely not fit for purpose.

This laptop has been used regularly but generally sits on a laptop stand in the open position, so the hinges have not been used that often. If they had I assume they would have probably broken during the warranty period.

Please advise how you can help to fix a problem of your making. 

Thank you

[Raj_05]

Hi @DR1967,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

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 

[DR1967]

Dear Alden4

I tried your support "bot" before. It does not help.

I need a human being to consider my email and to offer a solution.

Thank you