broken hinge HP Envy 13.3 X360

[Ilia4]

I bought new HP ENVY X360 3 months ago in 29.08.21. Yesterday when I closed the screen I heard a cracking noise. I opened the laptop and found out that the right hinge was broken and out and there was a crack in the screen from the hinge attachment area. 
I contacted support today (11/15/2021), they checked laptop cracked screen and they told me that i couldn't prove that it wasn't my fault and they were unable to help, because it was not under warranty. it is clear breaking of screen was caused by broken hinge. The only way to prevent this issue would have been if I had known the hinge was faulty and never have opened or closed my laptop. Can anybody foresee that just closing the laptop simply would break hinge which at the same time would also crack the screen?! This is ridiculous.

[praveenbv]

Hi@Ilia4,

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

[Ilia4]

At the local official service center, I was redirected to you. Being an HP user before, I was really excited to get this particular notebook. I guess you can imagine all the worries and disappointment when a simple, regular act of closing the laptop literally broke it. I checked forums and other users' feedbacks and saw that the problem with hinges (which in my case led to the screen damage) is not that unusual. I'm sure that there has not been a misuse on my part and I hoped there could be any way to handle this problem, is there any policy concerning defective products? I'm in dire need of your help

[praveenbv]

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.

[Ilia4 · Accepted solution]

Hello again, it has been 5 business days since you assured me you'd report my case to the local service center and they'd contact me but I haven't received any response from them. Could you please hurry the process up, otherwise how am I supposed to prove that my brand new laptop that cost me an arm and a leg had a defective hinge.

I already feel like the most unluckiest customer.