Battery Sparked and Caught Fire!

[Mutchinator]

I have reached out to HP via FB messenger - and also trying  via tech support. But had a pretty horrible experience on Saturday.  Was in process of upgrading the 512GB SSD to 1TB SSD. SImple process - and i followed the instructions on HP website to disassemble the bottom cover, disconnect the batterty, and swap the SSD.  I plugged the battery back in and was replacing the bottom cover - I briefly turned away to pickup a screw and smelled burning.  As I looked back at the laptop - sparks were flying and the battery "exploded" and caught fire.  It continued to swell and I pulled out the fire extinguisher to put out the fire.  Not a great experience.  I have NO IDEA why this would occur - then I did some research and found the recall info.  I just purchased the laption in October 2017; and it is obviously destroyed from the fire and extinguisher.  Has anyone else experienced anything similar?  That is - the battery catching fire?  I am hoping HP works this out under warranty - fortunately no one was injured but it could have been a bad situation had i not been paying attention.

[kevin-t · Accepted solution]

@Mutchinator

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.

[Mutchinator]

Lousy response and customer service from

HP - laptop caught fire after I installed new SSD.  Battery exploded and caught fire - had to put it out with a fire extinguisher.  Posted to this forum and worked with Janice in HP Health & Safety.  Filled out a bunch of info and shipped laptop back to HP with box they provided.  A few weeks pass and I get a call that essentially it’s not their fault and they ship the laptop back to me; still covered in fire extinguisher powder.  Doesn’t even look like anyone touched it let alone do a “thorough” root cause.   I asked for a report and photographs of “a screw which caused the battery to explode and catch fire” but all I received was the laptop itself.  No paperwork, no explanation...

Better yet when I lifted the damaged battery it started to spark.

Disappointed to say the least with HP - horrible customer service.  Any suggestions on my recourse?

[Mutchinator]

Lousy response and customer service from

HP - laptop caught fire after I installed new SSD.  Battery exploded and caught fire - had to put it out with a fire extinguisher.  Posted to this forum and worked with Janice in HP Health & Safety.  Filled out a bunch of info and shipped laptop back to HP with box they provided.  A few weeks pass and I get a call that essentially it’s not their fault and they ship the laptop back to me; still covered in fire extinguisher powder.  Doesn’t even look like anyone touched it let alone do a “thorough” root cause.   I asked for a report and photographs of “a screw which caused the battery to explode and catch fire” but all I received was the laptop itself.  No paperwork, no explanation...

Better yet when I lifted the damaged battery it started to spark.

Disappointed to say the least with HP - horrible customer service.  Any suggestions on my recourse?

[rick-s]

@Mutchinator

I have re-escalated your case to the appropriate team within HP.

Please look for a private message from an identified HP contact.

Thank you.

[Mutchinator]

Thank you...is there a reason my pics were deleted?

[Mutchinator]

Hi - I have still not heard from anyone with a path forward.

[Cheron-Z]

@Mutchinator

Please check your private message(s) for follow up comments.

Cheers,

[Mutchinator]

Thank you.  I was told that no one would be contacting me further aside from the brief phone call last week.  So my laptop battery exploded and caught fire - and HP tells me “a loose screw” caused this to occur.  They send the laptop back to me still covered in fire extinguisher powder and really didn’t appear that it was touch.  I asked for a report or photographs - but have received zero response from HP/Janice.  Furthermore the laptop which was returned continued to emit sparks when I touched the battery.

The level of support is unbelievable and not what one would expect from a company of HPs stature.  This was a defective product which caused a fire - and I am given some dismissive excuse with zero backing.

Is this how HP treats all of their customers?

[Cheron-Z]

@Mutchinator

I have re-escalated your comments for further review.