Battery Recall utility not identifying laptop correctly

[ConcernedBloke]

Hi, I'm concerned that my 2 in 1 convertible laptop is going to catch on fire as the battery has bulged badly and pushed the base of the laptop out on the sides and front, also the top face around the touchpad seems to be warped too, in fact the whole thing just doesn't look right. I used the battery recall app (I've only just found out about this) and it has identified my laptop as the 15" version but it's actually the 17" version - I'd be guessing this should be recalled as it's showing all the signs of the recalled ones from what I can tell. I am wondering what I should do. I need to use it regularly so am still using it but hesitantly.  I'm very concerned for the safety issue - it gets so hot I can't touch the vents at the back of the keyboard. Should I call HP or can someone help with this? I bought the laptop in late 2018. Thank you for any information offered!

[erico]

I have asked a Moderator to help you. You should receive a message within a reasonable time.

In the interim I recommend  not charging or using the notebook as this is a safety issue.

Lion batteries can be very dangerous!

[Jay_G24]

Hi @ConcernedBloke,

As this is a hardware issue, I'd suggest you contact HP in your region regarding the service options for your computer.

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Have a great day! 

And, Welcome to the HP Support Community. 

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