Battery Swollen on x360 - 13u005tu

[x360-13u005tu]

I bought a new laptop oin 2017 and recently the mousepad and keyboard started bulging. Since it is out of warranty I checked and found that the battery is swollen. My laptop Model is W0J51PA and the Serial Number is [edit].

There has been a recall for the X360 model for this very reason. If I check using the HP BatTery recall program it says my battery is not effected. Clearly it is effected and it is ready to explode. I took it out today and am running the laptop on AC power now.

Can someone in HP confirm and help me with this problem. The battery is clearly swollen and I am not sure what to do now. Attaching a picture of the same.

[Huffer]

Li-ion cells sometimes swell. It does not mean they are about to catch fire or explode. However, it is a defect. I assume you are past warranty. I have flagged this to see if a moderator will come in and have some assistance to offer. If not we can help you find a replacement battery. 

[x360-13u005tu]

Thanks a lot for helping me out. Hopefully I will get support from the moderators to resolve this issue.

[Cheron-Z]

@x360-13u005tu

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.

[Cheron-Z]

@x360-13u005tu

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.

[x360-13u005tu]

Hi All,

Here is the final update on my discussions with HP support on the swollen battery issues that I reported a few days  back. Thanks to the moderators on this forum I got a call from HP India support asking me about the battery specific details like pictures etc.

I provided them with all the details and they told me to wait for their analysis.

So I get a call a couple of days later and to my utter surprise they blamed me for the the battery getting spolit. Reasons provided to me were as follows.

1. I used the battery in high ambient temperatures causing the battery to swell.

2. High voltage or Low voltage charging.

3. Exceeding the number of battery charge cycles. As per them it is limited to 300 charge cycles.

4. Keeping the laptop always connected to the AC power.

5. Last but not the least, the most appaling of the reasons was that India does not have any laws that require HP to change my baterry if there is a risk involved.

I replied to each of thier points.

1. Where does it state that keeping a laptop plugged in to AC power is not recmmened. Contrary to that there is clear information on this forum itself that there is no harm done to batteries in case laptops are kept plugged in. See this link https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Can-the-laptop-be-connected-to...

2. I stay at a place where the ambient temperature is around 25 Degrees Centigrade. I even sent them a picture of the temerature monitor I use at my work place to prove it.

3. I use an original HP supplied laptop adapter and I checked the voltage with a multimeter and sent a picture of the same to them as well. It was very well perfroming perfectly.

4. My laptop charger is connected to a state of the art APC UPS system and I checked the voltage and sent the picture to them as well.

5. I also did a HP assistant battery check and sent the details. The results show that the battery is OK and has only 18 charge cycles.

All this information was sent to them with evidence.

Yesterday they replied on email that they are sorry that this battery is not under recall and they cannot replace it.

So I told them thanks for wasting so much of my time, the fact that this battery was not under recall was known from day one, so why did you bother me with asking so many details.

Today I got another call and now they say that they agree that the battery is faulty from manufacturing , however they still can't change it since my laptop is out of warranty!!

My question to HP is that when did this become a warranty issue, this was an issue where I reported a faulty battery and they should have investigated the battery and probably included this particular batch of batteries in their ongoing battery recall as well. Thery have been expanding the recall program from 2015 onwarsds, Instead they are shirking away by saying we cant do anything since you dont have warranty.

I don'nt care about gettting a new bnatter, it's just $66 from the HP store, what I am concerned about is what happens if this repeats with the new battery. Instead of drilling down and finding the real cause they want to hide behind the warranty dates.

I sam eriously shocked at the lack of concern from HP and for wasting so much of my time. I will never buy an HP product again.

They should look at Volkswagen as an example, they are replacing complete transmission units of certain models of their cars due to a manufacturing defect even when the cars are out of warranty, and here is HP hiding behind a warranty clause. Hah!!

I am just putting all this on record here and I want to categorically state that I will not take any help or support from HP on this.

Thanks for your utter lack of concern and for treating customers as idiots.

[luck143]

exact same case with mine. my HP omen battery aslo got swollen and deteriorating the keyboard panel so it become very hard to type. i am having to use an external keyboard just to type.  but i am not even able to buy the battery anywhere in bangalore (india). only amazon list it at Rs 8000. it look fake.

vowed to never purcahse HP products again. They donot care about their customer after taking their money.then do not care about return customers.

[Jacky-D]

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.