Hinge failure

[MoneyPitEnvy]

Subject: Ongoing Issues with HP ENVY x360 - Request for Immediate Resolution

Dear HP Customer Service,

I am writing to formally express my dissatisfaction with the HP ENVY x360, which I purchased in 2023. I have been experiencing ongoing issues with the device, and despite nearly two years of attempts to resolve the matter, I have found no satisfactory solution.

When this issue first arose, I was well within my warranty period. However, after being repeatedly passed back and forth between Best Buy and HP, I find myself still dealing with this situation—now with the warranty lapsed—and no resolution in sight. This is unacceptable.

Here are the key points of concern:

Defective Design: The laptop's hinges broke after just eight months of regular use, and the screen cracked. This seems to be a widespread issue with this model, as many users have reported similar problems online, suggesting a potential design flaw that should be addressed by HP.

Unresponsive Customer Service: I have contacted both HP and Best Buy numerous times. However, HP customer service has continuously refused to take responsibility and has not provided a viable solution. Despite being within the warranty period when the issue occurred, I was told I would have to pay for repairs. Furthermore, I have been passed back and forth between HP and Best Buy without any concrete resolution or even a clear path forward.

Lack of Resolution: Two years later, I am still stuck with a defective product that I cannot use. The continued delays and lack of meaningful action have left me extremely frustrated. What began as an issue within the warranty period has now extended well beyond, with no resolution in sight.

At this point, I am requesting immediate action from HP to resolve this issue, either by repairing the device or offering a replacement. I believe that this situation warrants such a resolution due to the device's early failure and the failure of both HP and Best Buy to adequately address it during the warranty period.

Please advise on how you plan to proceed and provide a clear timeline for resolution. I am attaching this message for your reference and hope for prompt action.

[A_Gayathri]

Hi @MoneyPitEnvy , 

Welcome to the HP Support Community

I understand you are facing an issue with your Laptop Hinge failure. Not to worry I will help you to get a resolution to resolve the issue.
We apologize for the inconvenience,
 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

Gaya1238

HP Support