“HP ENVY x360 15m-ed0023dx – hinge defect (hidden defect)”

[MAURÍLIO_BRASIL]

Title: Hinge defect on Laptop HP ENVY x360 - 15m-ed0023dx – hidden defect

Message: I am the owner of a Laptop HP ENVY x360 - 15m-ed0023dx Serial Number (S/N): Edited Product Number (P/N): 9HP24UA

Although the warranty period (June 06, 2020 – June 05, 2021) has expired, the device developed a serious defect: the screen opened together with the hinge, without any drop or misuse, compromising the integrity of the notebook.

This is a hidden defect, as defined by Article 26, § 3 of the Brazilian Consumer Defense Code, since the issue only manifested during normal use and could not have been identified at the time of purchase. There are numerous reports of consumers facing the same problem with this model, which reinforces that this is a design flaw rather than user misuse.

In addition, this model has been listed in several official HP security bulletins, including alerts classified as High risk, such as vulnerabilities in HP Support Assistant and other HP software. This demonstrates that the product suffers from recurring and structural issues, inconsistent with the premium standard advertised by the manufacturer.

I emphasize that I depend on this notebook for my professional activities, and the defect directly impacts my work routine. I request that HP acknowledge the hidden defect and provide free repair or replacement of the necessary parts, ensuring the full functionality of the equipment.

I am attaching photos of the defect to support my claim. I kindly request a response within 10 business days in order to resolve this matter in an amicable way, without the need for legal action. If no adequate solution is offered, I will escalate the case to consumer protection authorities.

Request to HP: Free repair of the product outside the warranty period due to manufacturing defect (hidden defect).

[Deep_World]

Hi @MAURÍLIO_BRASIL,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

Sorry for the inconvenience caused  I completely understand how frustrating it must be to experience a hinge defect, especially when you rely on your notebook for professional activities. I appreciate the time you took to document the issue.

From what you’ve described, the hinge will need a replacement, Since this type of repair requires specialized parts and service, To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World

[MAURÍLIO_BRASIL]

Thank you very much for your prompt reply and for taking the time to understand my situation. I truly appreciate your support and the guidance provided.

I will follow your instructions and check the private message through the HP Support Community to continue this conversation securely.

Looking forward to resolving this issue with your assistance.

Best regards, Maurilio

Muito obrigado pela resposta rápida e pela atenção dedicada ao meu caso. Agradeço o suporte e as orientações fornecidas.

Seguirei suas instruções e acessarei a mensagem privada na Comunidade de Suporte HP para dar continuidade à conversa de forma segura.

Estou confiante de que, com sua ajuda, conseguiremos resolver este problema.

Atenciosamente, Maurílio

[MAURÍLIO_BRASIL]

I am the owner of an HP ENVY x360 15m-ed0023dx laptop, purchased in New York. The device developed a hidden defect in the hinge that compromises normal use. This is a latent defect, not related to misuse, and has been reported by many consumers worldwide.

Although the warranty has expired, hidden defects remain the responsibility of the manufacturer. HP Brazil denied support, claiming the product was not distributed locally. As HP USA is the original distributor, I request direct assistance.

I kindly ask for free repair of the hinge defect, or replacement with an equivalent model, or reimbursement of the purchase value. I have attached photos and referenced my Brazilian protocol number 5155849712 to demonstrate prior attempts at resolution. Please confirm receipt and provide a solution within 10 business days.

Sincerely, Maurílio Brasil

[MAURÍLIO_BRASIL]

HP ENVY x360 15m-ed0023dx – Hidden Hinge Defect, Abandoned by HP Brazil

I am writing here because HP Brazil has completely abandoned me as a consumer. I own an HP ENVY x360 15m-ed0023dx, purchased in New York. The hinge developed a hidden defect that makes normal use impossible. This is not misuse, it is a latent defect that has been reported worldwide.

HP Brazil refused to help, hiding behind the excuse that this model was not distributed locally. This is unacceptable. A hidden defect is the manufacturer’s responsibility, regardless of warranty status or country of purchase. I opened a case under protocol number 5155849712, but HP Brazil simply denied support.

As a Brazilian consumer, every day feels like another “7 x 1” defeat — fighting bureaucracy, being ignored, and treated as if my rights do not matter. HP’s silence is a humiliation. I am left unprotected, abandoned by HP Brazil, and forced to seek help here.

HP USA, you are the original distributor. You must take responsibility. I demand a solution: free repair of the hinge defect, replacement with an equivalent model, or reimbursement of the purchase value. Anything less is a betrayal of your customers.

HP cannot continue to ignore this issue. Hidden defects are not the consumer’s burden. I expect accountability, not excuses.

Sincerely, Maurílio Brasil