My HP Pavilion Laptop caught fire

[Valentin_M]

Hello,

Two days ago, my HP Pavilion Laptop Model 14-bk070na burst on fire. My smaller cousin was using the laptop at the time and there was a very powerful flame that almost burned her hands. There were a lot of sparks going out of it and if it wasn't for her glasses she would have some of them in her eyes now.

The laptop is in original condition with the original battery and charger.

We have 2 more HP laptops in the house and we are afraid that this will happen with them as well as 1 of them is the exact same model.

I would like to know what is the solution for the laptop that caught fire and how can I check the other two that are not going to do the same?

This is the laptop now, as you can see it looks really bad:

[sandytechy20]

@Valentin_M

Welcome to the HP support community.

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.

Cheers.

[Valentin_M]

Hello,

I am waiting for a reply for my case for more than 2 weeks now.

This is what I have to live with in my house at the moment. The battery burnt smell is no very pleasant either.

Thank you!

[Treeko]

Hi @Valentin_M 

We would need some information related to this issue. This information cannot be shared on a public post.

I have sent you a private message to get this information. Please reply to this in a private message.

To access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

Treeko
HP Support

[Valentin_M]

Hi @Treeko,

I have already provided this information you requested me in the private message to @sandytechy20 almost one month ago.

There is also an open case for me for this incident, so all the necessary info is in there as well.

Also, I would like to ask, why did you remove my picture from the forum? There was no sensitive information in there, just the image of the burn battery?

Thank you!

[Treeko]

Hi @Valentin_M 

This case has been escalated again, appropriate team will contact in 2-3 business days and assist with this issue.

Take care and have a good day.

Treeko
HP Support

[Valentin_M]

Hello,

It's been two months now since I flagged this issue to you and I haven't been contacted yet regarding any resolution.

It's been one month since the last escalation and nobody contacted me at all, not to mention abut the 2-3 business days.

I cannot use my laptop for more than two months now so please let me know what I can do to get a resolution for this issue faster.

Just a reminder that this is the battery of my laptop now after it caught fire.

[sandytechy20]

@Valentin_M 

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers

[Valentin_M]

Hello,

So I have an open case with a case number since 27th of January (2 and a half months) and I don't have a resolution yet.

Picture reminder of what it is left of my laptop.

Thank you!

[sandytechy20]

@Valentin_M 

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers