HP envy X360 Hinge issue

[Kumar12342]

Hello HP Community,

I want to bring attention to my disappointing experience with the HP ENVY x360 2-in-1 Laptop, hoping it will help others make informed decisions before purchasing.

I had high expectations when I bought this laptop, expecting a reliable and versatile device. Unfortunately, my experience has been frustrating, and I believe it’s important to highlight the issues I’ve faced:

1. Hinge Design Flaw: The hinges on the HP ENVY x360 are prone to breaking under normal usage. A quick online search reveals that this is a widespread issue affecting many users. This is clearly a design flaw that HP needs to address immediately.

2. Deceptive Customer Service: When I reached out to HP support, I was shocked that they denied any knowledge of the hinge issue. Despite numerous online reports, they claimed ignorance and shifted the blame onto the customer. This lack of transparency is unacceptable.

3. Failure to Take Responsibility: HP’s customer service has refused to acknowledge the issue or take responsibility for it. They asked me to wait 72 hours just to receive a price quote for repairs—without any guarantee of actually receiving it. This kind of delay is unacceptable for a well-documented issue.

4. Slow and Inefficient Repair Process: Even after receiving a quote, HP support stated that repairs would take more than 10 days. This means customers are left waiting over two weeks for a resolution to a problem that is clearly a manufacturing defect.

5. Lack of Compensation for Downtime: Since I will be unable to use my laptop for more than two weeks due to this issue, I requested a temporary replacement device for the duration of the repair. HP refused to provide any compensation or alternative solution, leaving me without a functional laptop for an extended period.

Additionally, I purchased this laptop in the U.S., and HP is now refusing to repair the hinges in India. Many customers have reported the same issue, making it clear that this is not an isolated problem. HP must take responsibility for this defect and offer a proper solution.

I urge fellow users to raise their voices so that HP is forced to address this issue. A company of HP’s reputation should not ignore such a widespread problem. Let’s push for accountability and demand a solution for affected customers.

[Garp_senchau]

@Kumar12342, Welcome to HP Support Community,

Thank you for posting your query.

Thank you so much for sharing your experience with us. I can totally understand your frustration 😞—dealing with these issues must be so disappointing, especially after investing in a device you were excited about. The hinge issue you mentioned is definitely concerning, and it’s clear that this is not the kind of experience you should be having.

We know how important it is for our products to live up to their promises, and I get how frustrating it must feel when things don’t go as expected. It’s also really disappointing to hear about the delay in repairs for a temporary replacement 💔. No one wants to be left without a working laptop for so many days, especially when dealing with a Hinge.

Your feedback is absolutely valuable to us, and I want you to know that we’re looking into this💪. We’re committed to making sure this doesn’t happen again and that future customers don’t face the same challenges.

If you’d like, feel free to reach out privately, and I’ll do my best to ensure we get this sorted as quickly as possible. We really appreciate your patience and loyalty, and we’re here to help make things right.

Thanks again for your input and for being a part of the HP community! 💙

Take care and have a good day. 

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Regards,