Safety Incident — Fire Hazard from HP 27f Monitor Power Adapter

[Carolina_Prates]

The power adapter of the monitor suffered a sudden internal failure, producing sparks and smoke, leading to a small fire. The wall behind the monitor was charred, and there was a strong odor of burnt plastic. The monitor was located in my daughter’s bedroom at the time — thankfully, we detected the problem immediately and unplugged the device before the fire spread further.

We now reside in Brazil, but the device was originally purchased in the United States. Given the critical safety risk (fire hazard in a residential environment), I would like to know:

1. How should we proceed now that the device is outside the US?

2. Is there a possibility of substituting the power adapter or replacing the monitor, even if the warranty might be expired — considering the safety issue?

3. What are the instructions for safe disposal or return of the defective adapter?

4. Which HP support center should we contact, or what documentation is required, for this safety-related issue?

[Jerry_57]

Hi @Carolina_Prates,

Welcome to the HP Support Community.
 

Thank you for sharing these details with us. We understand how alarming it must have been to see sparks flash, smoke curl into the air, and the sharp odor of burnt plastic fill your daughter’s room. Even though the fire was contained quickly, the charred wall and sudden failure of the adapter clearly signal a serious safety concern. Your vigilance in unplugging the device prevented further damage, and we deeply appreciate the care you took in that moment.

We’d like to understand if the incident left any marks—whether the room or belongings bear signs of damage, or if your daughter felt any discomfort during those tense moments. To help us see the situation more clearly, could you kindly share an image of the adapter? With that visual detail, we’ll be able to guide you more effectively.


Jerry_57
HP Support

[Carolina_Prates]

Hello, thank you for replying to me. I tried to contact HP through the website without success, because it kept redirecting me to the same page. I will describe my daughter’s account of what happened: as soon as she heard a noise and looked over, she saw the flame and immediately unplugged the power adapter from the outlet. Right after that, she came to me to report what had happened and asked me to check her room.

Since the damage was very visible, we did not turn the equipment back on or try to test the monitor with another adapter, because besides not having another original one, we are not sure whether the incident may have damaged the monitor as well. Attached are photos taken right after the incident.

[Jerry_57]

Hi @Carolina_Prates,

Welcome to the HP support community.

Thank you for sharing the images with us.

We have sent you a private message for further assistance.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

Jerry_57

HP Support