HP Pavilion x 360 screen popped out of frame

[yankees47]

Hi, I've only had my HP Pavilion x360 14-cd1075nr for five months now and I already have a big problem. Ever since I got it, it has made a clicking sound when I opened or closed it or when I used the touchscreen in the bottom right corner, but I didn't think it was a problem. Now the entire bottom right corner of the screen has popped out of the frame, exposing the small tab at the bottom. I can't get it back in and I can't close my laptop anymore. This should not have happened so soon after I bought it. The product is defective and I would like a replacement. How do I go about this?

 

  

[Riddle_Decipher]

@yankees47 I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[KirstC]

Hi, I bought two HP Pavilion x360 laptops for my two daughters, for school and the one has done exactly this, after initially having endless keyboard issues (some keys didn't work) and the laptop was swapped out twice and then the screen started popping out on the bottom right. The other laptop has also developed keyboard issues (the same as the first one did) and neither of the laptop batteries last longer than an hour, which is really bad. Neither laptop has been dropped so there is no reason for these issues. Very unimpressed !

[Riddle_Decipher]

@KirstC I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[Sourabhkj]

Hey Yankees47, I have the same issue. Do let us know if they have fixed your problem. 

[KirstC]

Thanks a ton HP for sorting the issue out so speedily. Issues are resolved 🙂 and the process to send it in and the time taken to fix were brilliant. Super customer service !

[Sourabhkj]

Did they just replace the outer lid or they replaced the screen also. 

[KirstC]

They replaced the entire lid, screen and all, and the hinges. The courier came and picked up the laptop from my house (all I had to do was bubblewrap it and put it in its box which I still had) and they mailed me the waybill and shipping forms I needed to get the courier to sign and take with him, and within a week and a half I had it back and it's working perfectly now. The hinges appear to be stronger too. Overall the whole experience was very easy and their communication was excellent. I had Farheen contacting me (as I had the two laptops with issues as you could see from my original post) and she worked through testing a few things first with me and then decided they needed to go in to get looked at by them. She organised everything and was really excellent.