HP VICTUS 16.1 Caught fire

[Limz1]

HP Victus 16.1-Inch Laptop Overheated and Produced Smoke Inside My Backpack – Serious Safety Concerns

I purchased an HP Victus 16-d1009ni laptop (Product Number: 697R2EA, Serial Number: 5CD22529WP), expecting a reliable and safe device. Instead, I experienced a frightening incident that raised serious concerns about the safety of this product.

While walking around a shopping mall, my laptop apparently powered on inside my backpack. It became so hot that I could feel the heat against my back. When I opened my bag, I found white smoke coming from the laptop, and the device was too hot to touch.

I removed the laptop from my bag, opened it, and repeatedly pressed the power button, but it did not respond. I subsequently opened the device and disconnected the battery. After returning home several hours later, I reconnected the battery, and white smoke immediately started coming out again. I also observed areas on the circuit board turning orange, so I disconnected the battery and left the device alone.

This was not simply a laptop malfunction. It was a potentially dangerous safety incident. Had this happened in more severe circumstances while the laptop was inside my backpack, the consequences could have been much worse.

For clarity, I was using the original charger supplied with the device, and the battery had never been replaced.

My experience with HP customer support

I contacted HP regarding this incident under the following reference details:

• HP Case Reference: 5165712610

• CRM Reference: 0077627002818

• Product: HP Victus 16-d1009ni

• Product Number: 697R2EA

• Serial Number: 5CD22529WP

I supplied the requested proof of purchase, incident details, and photographs showing the damage. I also explained the circumstances of the incident and highlighted my concerns about the potential danger.

HP subsequently advised me that the case had been escalated to the relevant team and was being treated as urgent. However, despite following up and requesting an update, I have not received the meaningful communication I believe is necessary when dealing with an incident involving a potentially hazardous electronic device.

I understand that a technical investigation may take time. My concern is not simply that the investigation has not been completed, but that communication and clear guidance regarding the next steps have been lacking.

A question of consumer safety and accountability

I purchased this laptop expecting a product that I could safely carry and use. Experiencing smoke and extreme heat from a laptop inside a backpack is alarming, and I believe the circumstances deserve a proper investigation rather than being treated as an ordinary hardware failure.

What has made this experience even more disappointing is the lack of meaningful communication following my complaint. When a customer reports a potentially serious product safety incident, I believe clear updates, professional support, and appropriate follow-up should be a priority.

Based on my personal experience with this incident and the subsequent customer support, I cannot recommend HP to other consumers. A laptop is a significant purchase, and customers should be able to trust both the safety of the products they buy and the support they receive when something goes seriously wrong.

I am publishing this account to document my experience and raise awareness of the importance of product safety, customer service, and accountability.

HP, I am still seeking a clear written response explaining how this incident will be investigated and what steps will be taken to address my complaint.

No customer should have to repeatedly chase a manufacturer for meaningful updates after reporting an incident that could potentially put their safety at risk.

[Pallipurath]

Hi @Limz1 

Welcome to the HP Support Community.

Thank you for posting your query.

We sincerely regret the distress and concern caused by the incident involving your HP Victus laptop. We understand the seriousness of your report regarding excessive heat and smoke, and we recognize your concerns about product safety and the need for clear communication.

Please be assured that your case remains active, and the relevant team is continuing to work on the issue. The matter was been escalated for further review, and the team is working toward addressing your concerns. We understand that incidents of this nature require careful attention and that a thorough investigation may take time.

We acknowledge your request for a clear written response and appreciate your patience while the review is ongoing. While we cannot speculate on the cause of the incident or the outcome of the investigation before the assessment is completed, your concerns have been brought to the attention of the relevant team.

Take care and have an amazing day!