HP Envy x360 screen coming apart at the left hinge

[IlzeK]

Hi,

Bough an Envy x360 less than a year ago. About a week back suddenly the left lower corner of the screen came out of the place, is now sticking out and a hinge is hesitant / not moving very well. Immediately contacted the official HP repair shop, no reply for a week already. I am now not moving the screen at all, trying to avoid further damage. I have never misused the laptop, it has never been dropped or hit, I've been taking a good care of it because it was so pricey.

Now I wanted to find more info on the repair shop contacts and came upon many similar issues as far as from 2018! This is very alerting. The laptop was very expensive, seems to have a long-known factory / make issue and has not been adressed even 2 years later. Also, the fact that the warranty repair shop doesn't communicate makes me very uneasy.

[praveenbv]

Hi@IlzeK,

Thank you for posting on the HP Support Community.

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the hinge assembly and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution

[envy15bq175nr]

My envy x 360 15-bq175nr just did the same thing on the right hinge. It separated about 1/2 inch while opening where the hinge connects and became detached from the outer case. The screen now has vertical and horizontal lines making it unreadable.  Over time the hinge began to not move freely and is why it put stress on the screen assembly. It does project normally onto a monitor and otherwise functions as it should. I need an entire  screen assembly with hinges. Please provide a part# and website where I may be able to order a replacement. Thank you. Product# 1KS91UA, Ser# 8CG8284FC3

[praveenbv]

HI@envy15bq175nr,

Thank you for waiting! I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send us a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

It's been a pleasure interacting with you and I hope you have a good day ahead.