HP - 15 ENVY x360 Convertible 15-cn0xxx - mouse slowly creeping / probably a swollen battery

[Ovidelu]

Hello HP community, 

Last night I was a really annoyed when the mouse started again to slowly creep to the top left of the screen and starting to search the web I came across a topic from this forum (this one). Looking at the laptop from profile I saw that the left side or the trackpad is elevated. Overall I suspect the battery is swollen and affecting the track pad also. 

Thinking about the battery... it makes sense, for a long time now the laptop was shutting down at 20-25% battery, and I mean straight hard shutdown, not sleep nor hibernate, I assumed it was an Windows setting and ignored it. This is a bit annoying considering that I have kept this laptop on a desk for all it's live and only disconnected the charger to perform a battery cycle once per week. 

Battery usage shows 137/1000 cycles. I've used the battery recall app and it shows that there is no recall planned for this product.

What would you advise I should do? I would like to avoid a thermal incident with the laptop.

Thank you, 

Ovidiu.

[KrazyToad]

@Ovidelu

Welcome to HP Community

I have gone through your Post and I understand your concerns

Since the Battery seems to be swollen and is directly impacting the performance of the Touchpad, I suggest you contact HP Support for Service Options

1) Click on this link - www.hp.com/contacthp/ 
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.

Thank you

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[Ovidelu]

@KrazyToad

Thank you! I contacted HP support and the issue has been escalated to level 2 tech support.

Will accept your post as the solution in the following days. At the moment I would like to keep this topic open so I can update with the final support resolution. 

[Riddle_Decipher]

@Ovidelu Thanks for the update, and although the case will be open after the solution is accepted as well, it seems fair to get a confirmation,

so, please take your time and get back to us when you can, good luck!

[Ovidelu]

Hello both, @Riddle_Decipher  @KrazyToad

Thank you for your answer. I understand and your posts are definitively useful , however, from my point of view the solution would conclude at the point when the laptop is safe and usable.

On Monday I have contacted the HP Support team by telephone and send them the images that they required. Did call them back today to find out that the only way they can help me is by offering a 'paid battery replacement'. This paid replacement means that I would have to pay £314 for a battery replacement. In my humble opinion I would say that this is ridiculous. 

If someone here thinks that a £950 Premium laptop that has 13% battery life cycles and is less than 2 years old would have the battery swollen to the point that deforms the chassis and the customer would have to pay £314 for a replacement that at this point has all the chances to behave the same after one year, please say so and I will rest my case. 

At the moment I'm living the little joys of owning a HP product, like having to place the laptop in an oven tray every time I leave home.

Now, to get to a point. Is there any reasoning behind the recall of products with battery defects and why this one is not included, as to me is looks like a battery defect. 

Thank you,

Ovidiu.

[Echo_Lake]

@Ovidelu

In order to bring your issue to the attention of an appropriate team within HP. I am sending you a private message. Please check the mailbox icon at the top-right corner of this screen.

[Ovidelu]

Hello everyone, 

    Thanks for your help. I have yet to be re-contacted by the HP team. In the mean time I've decided to have a look at the battery and eventually took it out for safety. Now the mouse stopped random movements and I can close the lid of the laptop without resting the screen on the edge of the keyboard.  Image below shows the bloated battery.

    Looking around forums I found out that Windows 10 keeps track of the charging capabilities of the battery over time. So I ran the Battery report on my machine.

    I was not impressed... . Windows keeps track of the Current and Design Capacity of the battery. However on my machine the design capacity was dropping with time, making the potential charge capacity show as 100%. Nice! keep in mind that the laptop shuts down without any warning at 30-40% battery capacity... . I find this to be very sneaky on behalf of HP. 

I've checked the same thing on my another laptop (D*ll). The battery on that has failed one year ago (with no bloating), but to their credit they reported it honestly with a windows alert and the battery design capacity. And also offered a battery replacement at a decent price. 

Now, could you please tell me with the following information:

   1. What types of battery are compatible with this machine and does HP have any approved replacement vendors.

   2. What would be the cost for HP providing a replacement, only the battery.

I've checked the replacement offer that was sent to me for the modest sum of £282.86 (yes, last week I got a 10% off offer) and I wasn't impressed when the battery warranty for the replacement was .... wait for it .... three months. Three Months!!! I can't wait to get a new HP laptop, never.

[The_Fossette]

@Ovidelu

I see that your case was escalated, have you been contacted by the support team?

Meanwhile, I recommend you contact our support team and they will be able to assist you with the battery cost.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Cheers!

[Ovidelu]

@The_Fossette

Thank you for your reply. I have not been contacted by the HP support team. 

To sum up the list of questions that hopefully you can help me with: 

1.  How come this is not on the list of defective recall products ? It looks like a defective product to me.  (question from ‎08-05-2020)

2.  What types of battery are compatible with this machine and does HP have any approved replacement vendors? (question from 08-17-2020)

3.  What would be the cost for HP providing a replacement, only the battery? (question from 08-17-2020)

You mentioned to contact HP support. I have contacted HP support beginning of this month, the gave me the price they had for the battery replacement. However I interested only on the price for the part, I don't care for the HP premium 24 hours test and all the premium 'perks'.

Also: I am not sure what happened, but the picture of the swollen battery that I have uploaded to the previous post is no longer visible, I'll re upload it to this post. If anyone from staff deleted it I would at least expect a note and a reason why. 

[Ovidelu]

Hello everyone,

    Today HP support has contacted me and I got the final discount, pay now and get a new battery for only £220. The agent tried to explain this and that, but I eventually got part of the information that I wanted. 

    I wanted to find out what is the price of the genuine battery unit. After some going around the agent told me the name of the UK distributor and the replacement part number.  So in case it helps anyone else, the name of the UK distributor is  EET  Europarts. The agent also provided me with the battery replacement reference (L43267-005), as I was holding the battery I asked for a double check and informed the agent that on my battery the replacement reference is different (L09281-885). Agent confirmed that L43267-005 is correct, I'm in doubt that's right. 

Anyway, the last offered price for the 'premium' battery replacement was £220. Well, EET Europarts has battery priced for a reasonable £86. With 6 months warranty.

      To be honest, if I knew this at beginning of the month I would have tried to sort this out the next day and end of story, but since then I got quite aggravated by HP's deliberate effort to sweep the battery issues under the rug and take no responsibility. I would be very pleased to receive a email from HP senior management to explain:

  a. Why this battery swelling is not treated like as the battery defect that it is.

  b. Why the posted images with the swollen battery are deleted from the forum without any explanation.

  c. How come HP system is reporting to Windows a decreasing battery design capacity just to show potential charge capacity show as 100%.

  d. Considering HP expects the battery to swell, why not design a gap for it to do so without deforming the chassis and risk of being pierced.

  e. Why not present the customers with fair options? like purchasing a replacement battery close to production cost.

In my humble opinion I think being honest and transparent will go a long way with a returning customer base. 

Now, my list of questions:

1.  How come this is not on the list of defective recall products ? It looks like a defective product to me.  (question from ‎08-05-2020)

2.  What types of battery are compatible with this machine and does HP have any approved replacement vendors? (question from 08-17-2020, even more confused after today's call)

3.  What would be the cost for HP providing a replacement, only the battery? (question from 08-17-2020, partial answer via 3rd party today). Why try to charge me £314 for a battery replacement and offer 3 months warranty for it?

Thank you.

 Just for someone to delete, again, here's a picture of the swollen battery from my laptop.