HP ENVY X360 Laptop Hinge Problem

[DavidBOEM]

Hello,

We purchased this laptop for our son for university, which he started 3 weeks ago.  Our order was placed in Currys/PC World 7th September 2022 and it was received a few days later.

As you can see this laptop is weeks old. it has not been dropped and yesterday we received a call from our son sat in a lecture stating that the left hinge had popped out and whilst opening the laptop the screen also broke.

Last night we went to the store where we purchaed it along with the warranty, only to be advised that this damage is not covered under any warranty and we were advised to contact HP directly.

We can clearly see this is an ongoing issue with this model and would like to know what action you are going to take to rectify this issue.  We have just done a `10 hour round trip to retieve the laptop from our son so that we can sort this out for him.  A speedy resolution to this matter would be very much appreciated.

We have today done the 10 hour round trip to pick it up from our son so its now in our possession to deal with it for him.

Please see photos attached and advise on what you can do to help us with this matter.

kind regards

David 

[Nal_NR]

Hi @DavidBOEM,

Welcome to the HP Support Community. 

I understand that you are facing issues with the hinge on your new laptop. I'd like to help!

I recommend you contact the store you bought this computer from.

Or you will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!