HP ENVY x360 2 n 1 Covertible Laptop - 15m ee0013dx Caught on fire, HP still no response

[H8SEVRYONE]

My Laptop/Tablet it's a 2 in 1 Hp ENVY 360, which I loved, was overheating, even with a cooling pad. After reading comments from other owners I realized several updates were available to be installed, which I did install and rechecked the BIOS settings , as well as Windows, etc. As per HP customer support my laptop had all the correct settings, therefore should not overheat any longer and be good to go. Wrong...When I purchased my laptop I also purchased a  cooling pad because I knew I would be using the laptop on my lap alot and I read the reviews before hand and knew the laptop had some cooling issues , trying to prevent overheating I figured it was worth it to get the laptop I'd been wanting for quite sometime. I had months of issues with the overheating until I installed the updates I mentioned before and adjusted the BIOS settings. For less than a day a day it seemed to be working, but then my charging port was giving me fits, wouldn't charge unless the charging plug was placed just so..Thinking that it was the cord and adapter I tried  another charger I had as a backup (brand new) with the same issues, so I knew it was the laptop. I  obtained Ted support again on May 7, 2021, still have yet to hear back from them  . On May 9th I contacted Support again because My laptop was getting warmer than usual even with the cooling fans, sitting on the desk, no obstructions around, while the laptop was "sleep mode" & while in use. MAY 10th 2021, I had been using my laptop for less than 20 minutes while the cooling pad fans were on, the laptop battery sign appeared on my screen, which it should have had full charge, but not thinking I plugged it in anyway to charge as I shutdown my laptop. The bottom of the laptop was so hot it burned my hand, I almost dropped it number one because I was shocked it was so hot to the touch and number two because obviously it burned my hand. Lol. Placed the laptop on top of the cooling pad, shut the top, it was now logged off and shut down. I went into the other room for no less than 5 minutes and I could smell a melting of rubber or plastic smell coming from the other room, so I quickly went back into the office to figure out where the smell was coming from, I didn't see any smoke, or sparks or any melting anything but I could still smell it..I went to pick up the laptop and before my hand was touching the laptop I could feel the heat coming off of it. So immedisltky I unplugged the cord  UT it was too late , it's like I added gas to the thing, there was a small cracking sound and then fire coming from side of laptop . I went after fore extinguisher and returned and when I came back I had a mess of smoke, and about half a laptop. It didn't melt the outer case but the keyboard was melted mess, the screen was all busted and black, and all the guts just a gooey mess of micro ships or whatever is in the inside of computers all melted together in a nice little mess.. Oddly the cooling pad, which was solid metal (wires being the exception) was still freaking going..which probably only accelerated the fire come to think of it. I contacted HP after the fire department came, yes I know I didn't need the fire department, the fire put itself out didn't call them my neighbor did when she heard smoke alarms . Fire chief that was on that call made it a point to let me know it was not electrical house wiring, nor faulty outlets or cords but the appliance as he referred to what was my favorite thing in the world. So I again contacted HP support, still no response. Now I know its probably a fluke, probably the only laptop out there with faulty wiring or whatever the issue was, but still, no response at all for a $900 laptop less than a year old ... someone from HP wanna tell me why I'm not important enough to get a response from support at all. I already know HP is gonna say well they are not liable for any damages including the laptop that I tried to tell them something was wrong with more than once, and they are gonna say go buy a new one..Well that would be nice if I could afford to buy a new one, but I spent $900 on a new one a few months before and look where that got me. I loved loved loved that laptop, even perfect option for me was available and on the laptop, my husband joked all the time and said if I had to choose between him and the laptop he'd be **bleep** out of luck. Not true, well maybe. Lol. Can anyone from HP at least respond .... what if this happen to someone else and their baby is in the next room but they don't catch it in enough time, my daughter and son (7month old twins) were in the next room, and thank God I did catch it in enough time, it did put itself out but if there had been anything flammable near it could have been a very different story. 

[praveenbv]

Hi@H8SEVRYONE,

Thank you for waiting! I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

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Please send us a Private Message, if you aren't contacted within 4-5 business days.  

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It's been a pleasure interacting with you and I hope you have a good day ahead.

[Grand37]

I have the same problem.  Charging port caught on fire while I was holding it.  I managed to pull the cord out but dropped it and burned a hole in my carpet.  I threw the cord outside before it managed to burn my house down.  I also can't get a response from hp.  I got the laptop for Christmas in 2019 so it's not under warranty, but a $1500 laptop should last longer than that.