Battery swollen resulting in spacebar and touchpad not working (HP Spectre x360 - 15-ch004na)

[gth_81]

The bottom of my HP Spectre x360 - 15-ch004na is swollen / bulging resulting in the frame being distorted, spacebar not working and touchpad not really working either.  This seems to be a common problem based on the number of posts in the community and relates to a battery defect.

I also noted there is a battery recall notice (https://www8.hp.com/uk/en/hp-information/recalls.html) around the same time I bought the laptop (Aug/Sep 2018) but I have never been contacted, so presumably my laptop isn't covered by this recall.  Clearly it is somewhat suspicious though given so many models were covered by that recall for battery problems.

Anyway, has anyone else had this problem and how did they get this fixed?

Thanks.

[Echo_Lake]

@gth_81

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, As we have limited support boundaries in the support community as of now.

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[gth_81]

Thanks for replying @Echo_Lake, it's greatly appreciated..

The link you sent redirects me to https://support.hp.com/gb-en/contact-hp (I'm UK based, so that makes sense).  However, on that page there is no form to complete, email address to send to, or similar.  I get the options per the screen shot below.  

I have found a section that may have a phone number when it is business hours (will check on Monday) and hopefully can call there.  It appears after I enter my serial number here (https://support.hp.com/gb-en/contact/laptops).

I have actually opened the laptop and it is the battery that is swollen.  The spacebar and touch pad are now working as normal, although the laptop is open (with zero chance of me closing it again given how swollen the battery is) so I will need a replacement battery.  I unfortunately can't find a genuine HP battery replacement (YB06XL) on the HP shop or any other resellers, so hopefully the Service Support team are able to arrange.  It all seems a bit ridiculous given the laptop is just over 2 years old and was very much a premium product with a rrp of £2000 at the time.

[Huffer]

You want to continue to work with HP to see if you can get the battery replaced free but if you want to just get a replacement and be done with it you need this:

(20) Battery (6-cell, 84–WHr, 3.64Ah, Li-ion 928372-855

https://www.ebay.co.uk/itm/YB06XL-Genuine-928427-271-HSTNN-DB8H-Battery-For-HP-Spectre-X360-15-CH-Se...

This never goes over well, but 2.5 years is a pretty normal battery life. Lithium ion batteries sometimes swell. It is a characteristic of the product. It is not confined to HP batteries. The same factories that make HP batteries one day make Dell and Lenovo the next using the same cells. Nevertheless, HP may extend some kind of help and you should try for that. Good luck. 

[gth_81]

Thanks @Huffer, although they don't ship to the UK.

I'll keep engaging HP Support staff at this time as I can't find a genuine replacement (in the UK) anyway.

Food for thought on the battery life point.