HP Envy x2 15" Keyboard Ignition(yes, FIRE!)

[HeliosLHD]

Just want to see if anyone else has had this safety issue...

When I went to fold down my detachable keyboard for this product this morning, I saw smoke, then as the keyboard went flat to the desk top I could see a glowing burn mark on the flexible membrane between the docking edge and the keyboard, about 1cm from the power switch.  I immediately yanked the keyboard off the tablet and it went out, but I'm just wondering what would have happened had this occurred inside my nylon backpack.

Keyboard is dead now.  HP wants to sell me a new one for $131.   The product is out of warranty since March 2016, but this seems like an unreasonable failure mechanism and should be covered  anyway.  And, potentially a major safety recall issue.

Just sayin'.

Here's a picutre of the burn and what's inside... since it's now garbage anyway.  It looks like it fried one of the traces back and forth to the power switch.

[Riddle_Decipher]

@HeliosLHD

Thank you for posting on HP Forums, 

Riddle_Decipher is at your service. 

As I understand the keyboard is not working anymore since it seemed to have burned out,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did the issue occur after any accidents such as dropping it on the floor or liquid spillage, etc...?

If it did, the computer can be repaired free of charge if it's covered by an Accidental damage protection with HP, if it isn't, there could be certain charges applicable to replace the keyboard, however, I understand your concern that this isn't normal and would be glad to help you.

Please let me know if you've had any accidents as such so that I may help you find a solution.

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[HeliosLHD]

The keyboard was not dropped or abused in any way. It's stored in a padded Targus laptop backpack when not in use, and there it is stored on end and not applying pressure to that area of the flex connection.

I've not purchased accidental damage coverage, so that it not applicable.

[Riddle_Decipher · Accepted solution]

@HeliosLHD

Thank you for responding with the details,

I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

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

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well, 

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

[HeliosLHD]

I want to thank Jeff and Orlando from HP Corporate.  

After reviewing the case and circumstances, they were able to resolve things to my satisfaction and I'm back to using my HP convertible daily with a remarkably positive customer support case to share.

Thanks.