Hi, just clarifying that we do indeed have a ticketing system internally, and all tickets are directly associated by the email address that you are using, which also lets us reference order numbers and the hardware that you have. If the support form submission states a different email address, we’ll request your order number in order to merge the profiles.
On the hinge, we’ve tuned the hinges to enable one-hand open while also staying stable when the system is stationary. It’s possible that the hinge will move when the system is used in motion, like on a vehicle or when typing on your lap. That said, we can provide a replacement hinge under warranty, but we can’t guarantee that this will be significantly different than the hinge you currently have (assuming it does hold when stationary. If not, that is definitely out of spec). We are also currently developing a higher-force hinge that will be available as a Marketplace item for those who prefer higher hinge stiffness, but with the tradeoff of compromising the one-hand open experience. We’re adjusting our support policies around hinges to clarify this.