My HP laptop battery "Blew Up"!

[GlenVT]

I bought an HP Envy x360 15-cp0000na convertible laptop on 28 December 2019. A fantastic machine for the money. It served me well until last week (12-Sep-2023) when I noted that it had split open around the base. I opened the machine fully and found that the battery had expanded to represent three blow-up cushions and in doing so had distorted so as to break the laptop molded case screw stand on one side. I removed the battery to inspect it for further damage, but thankfully it appears intact with no leaks, just somewhat "bent". In endeavoring to reposition the battery to take a photo of the whole, I ignorantly placed it upside down, which caused a spark and destroyed motherboard component. I too was in shock. I think I still am. I know that the warranty is only 1 year, but surely the batteries that HP use (LK03XL) should NEVER EVER overheat to the degree that caused this expansion and potentially, if I had continued use, a fire (this explains why the fan would often be running fast when the machine was switched on but not in active use).

So what happens now? Fortunately, no data was lost and I’ve been busy restoring my system temporarily on an older laptop I had, so I can function. For the battery to dangerously overheat and blow-up to the extent that it broke the case (within 3 years 9 months) is not the quality that I’d ever expect from HP. I’d like to hear what their response is.

N.B. A friend bought the same machine on my recommendation and his case has also split. I also bought one for my daughter, so far her's is OK. I've recommended both to unplug them when not in use. 

[Dragon-Fur]

@GlenVT 

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[GlenVT]

Thank You. I appreciate a response and understand that this channel is for peer-to-peer report, and as such was a question if others have experienced this (and what did they do to get help). I note that there are several posts where HP laptop owners have claimed that their machines caught fire, and they were advised that they would be contacted by HP. I have tried to contact HP by phone today and experienced nothing but frustration due to (i) the automatic robot answering machine failing to understand me and (ii) being put through to sales rather than support. 

I will persevere.

[Irfan_06]

Hi @GlenVT,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that there is an issue with your Laptop hardware and may need repair.

This issue might require one-on-one interaction to fix it.

I've sent you a private message with the instructions. In order 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 great day ahead!

Irwin6

HP Support