SaferProducts incident

Failure type

Battery failure

Incident narrative

SaferProducts.gov consumer incident report 20170125-B31D6-2147407695. Severity: Incident, No Injury. Product: HP ENVY battery HP ENVY TS 15 BATTERY (HP ENVY TS 15 battery). Incident: I purchased this HP envy laptop 3 years ago. Since almost the beginning, perhaps 6 months after purchase my daughter began experiencing problems. For the past two days I have spent hours on the phone trying to get this resolved and trying to send emails and access the website. I am very concerned that my daughter is using a laptop which is dangerous and I cannot even get in contact with someone. The person I did speak to initially seemed concerned and told me that the recall is being expanded and that the issues we are experiencing sound just like what is happening with the recalled batteries. A battery should not heat up and stop working so that it has to be removed from the laptop for the laptop to work. This was not an inexpensive product. Today I am unable to even get through on the phone. When I call the HP number for recalls or any number as soon as I press the prompt, the line hangs up. The website is inaccessible and the email address I was given is invalid. I have spent too much time on this already and it is not right. Please help. Following is the email I have been trying to send to HP all morning: START Hello: I purchased an HP ENVY TS 15 laptop for my daughter some 3 years ago from BJs. She uses it in college. Early on she began experiencing problems with the battery. It would not stay charged long and it would heat up. Eventually it has reached the point where she can only use the laptop when it is plugged in. I saw the recall information and contacted the phone number. The gentleman I spoke with was very nice and he told me that the first part of the battery