HP x360 Spectre battery bulging and warping case

[Chiandy]

I started noticing a lot of trouble with the spacebar, on my laptop early this year (2021). which was not always working first time. I had only purchased the laptop in early 2018. It had already been back to HP for replacement of a faulty screen just outside of the warranty period. So, you can imagine that my disappointment with the subsequent keyboard issue is immense as my spacebar would only register if I hit it quite hard. Regular typing became extremely annoying and increasingly challenging, needing constant correction.

A few months ago, I noticed that there was a slight gap appearing along the front along the line where the base cover meets the main casing (gold edge). Wasn't sure why this would be as my laptop sits on my desk all the time as I use it for work zoom calls (and I have been wfh since March 2020).  At same time this gap appeared (a few millimetres), I realised that a problem was also developing with the trackpad as it was becoming increasingly difficuly to get a click to register.

Go forward a few more months and I am noticing the base cover was completely separating from the top cover all along the front. Not only was it extremely noticeable, I now found that the laptop was no longer sitting flat. The gap kept expanding and completely distorted the base cover (to the point that it looks damaged)...the gap at time writing this is now 2.5 cm and there is a distinct kink in the base and slight warping of the main cover.

As I searched Google for what could possibly be doing this, I found that there were lots of reports of the same issue with this laptop model and others. I found this to be a common problem with these laptops with the root cause being the Lithium Ion Battery, which has a fault and will massively bloat causing the top casing to warp and separate from the base cover, affecting keyboard and trackpad operation.  I saw many pictures online matching exactly what had happened to my laptop.

To iterate, the expanding battery warped the top surface, making the space bar difficult to use, also raising the trackpad affecting its operation, as well as pushing the base cover away from the top cover and casusing that to completely kink just off centre. For a machine thatcost me $2,000, it looks a complete and utter mess.

This is totally unacceptable, and, as I began to realise, pointed to a manufacturing or engineering defect with the batteries.

I also became aware that HP had been actively recalling and replacing batteries for a range if models.  I did not, however, find my model in the recall list, but, saw a post on a HP forum recommending the download of a 'battery checker' utility. I downloaded and ran the utility, however, this reoported that the battery was 'ok', which it clearly isn't.  I am in fact quite alarmed at the state of the ballooning and concerned that there may be fire or explosion risk (particularly being in proximity to young children).

I will say that while my customer experience of the [product] is not at all good (especially with the materiality and seriousness of this latest defect), my experience of HP customer service on the other hand (in dealing with the replacement of a faulty screen just outside of warranty) has so far been pretty excellent.

Asssuming HP continues to stand behind the quality of their products and is in agreement that the seriousness of the defect and the unacceptable affect it has had on not only the operation of the product (i.e. malfunctioning keyboard and trackpad), but, the awful distortion and damage to the cover and base case, I wish to know what you plan to do about this. 

Please be clear that I am not going to accept an 'out of warranty' response; HP will need to do much better than that. I will await your kind response, hopefully addressing my concerns in full, before determining my next course of action / escalation.

Many thanks.