Is there an email address or way to contact HP with an expired warranty? my HP stream blew up.

[Chelsey0987]

Hello, I have never messaged on a support page before but I'm feeling a bit desperate at this point. I have been trying to find a contact method for HP for some time but I'm stuck in a loop. I keep getting a message that my warranty is expired (true as my notebook was a few years old) and the only email address I have been able to locate says it requires a service/incident number.  I only used my notebook for a few hours once or twice a week. Even with limited use, last Saturday, it blew up/caught on fire (with no warning) while I was using it. I won't go into details about the horrible result of this incident, but it caused property damage, minor damage to myself, and has been a hassle to deal with ever since.  I was unaware of the issue with HP laptops doing this a couple of years back, but after trying to figure out what happened, I found the recall list and my notebook doesn't even seem to be on it???  I really would like to speak with someone at HP so they are aware of what happened, and I would REALLY like to find out if there is a way to recover anything from the notebook. I had many pictures of a pet who recently passed away and the originals are on a phone that was stolen from my car. If I can't get them back from this notebook, there are no other options to retrieve them. Any advice would be greatly appreciated! 

[Prométhée]

hi

As far as data is concerned, if the computer has completely burned down, there is little chance
See hard drive status, a specialist service, might be possible, if you can't connect it to another computer, but this can be very expensive, and depending on the condition, very little data may be available. be recovered
For hp, maybe wait a moment!

[Chelsey0987]

Thank you for the information. I will look around for a specialist although I had little luck with that on Saturday. Luckily I was right next to a fire extinguisher so I was able to put the fire out before I would consider the notebook "completely burned down" I mean, it definitely isn't usable, or able to be repaired to working condition, but I did take the battery out to put it in a fireproof bag and it seems like there may be 3 portions of the battery. the middle section is what blew up. it melted through the keyboard right above that section and the bottom of the notebook right below it, and everything inside is covered in soot. there do seem to be components that are not melted though. Unfortunately I do not know what the hard drive looks like (please don't judge me lol) so I can't say for certain if it melted or not. Nothing I can see seems to look like a regular laptop hard drive. Do you happen to know if it would need to be connected via the regular ports on the side, or is there a way to remove the hard drive and connect it to a computer without having to leave it in the notebook to do so? I sincerely appreciate the advice!

[Prométhée · Accepted solution]

Ok, sorry, I'm not going to give you false hope!
Unfortunately I had not yet consulted the product page!
and if it is this model, little luck, because it is an eMMC disk

 14-cb112dx Product Specifications

64 GB eMMC

HP Stream Laptop PC 14 * Model numbers: 14-ax0XX - Maintenance and Service Guide

see in the manual here, it does not correspond to the model, although it is given here, but it is similar

https://support.hp.com/us-en/product/hp-stream-14-cb100-laptop-pc/21341646/manuals

it is visibly integrated into the motherboard, so there may not be a way to remove it, and it is small, so it may be melted or very damaged Seek the advice of a specialist, but I'm afraid there's little hope in the end

i'm so sorry, for you, there's nothing i can do to help here

[Chelsey0987]

I appreciate that! I am sad but I do appreciate you providing this information. I will continue to look for a specialist that is willing to look at a burned notebook. I am going to mark this as the solution since it answers a good portion of what I am trying to figure out. I am still at a loss for a way to contact HP directly, but to clarify I am not looking for a replacement or anything like that. (If they had suggestions on retrieving any files I would have appreciated that but you've already answered plenty in that regard.) I mostly want them to KNOW about what happened seeing as it didn't seem to be on a recall list but who knows, maybe they will see this someday. I'm going to put my efforts into reaching out to computer repair places to find one willing to look at mine. I previously did not know what an eMMC disk was so it explains why I couldn't recognize a hard drive and will surely be helpful info when I'm calling around to find a specialist. Thank you SO much for taking time to answer! 

[Prométhée]

Thanks very much @Chelsey0987 🌹
Sorry again, I can't do anything to help you.

[Chelsey0987]

you helped me very much! It may be sad news but it is good to know what the likely outcome will be ahead of time and what I need to do next. you're amazing! 

[Prométhée]

[Jay_G24]

Hi @Chelsey0987,

I'd like to help!

Welcome to the HP Support Community

Please look for a private message from me requesting additional information. 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.

Hope this helps!

Keep me posted