SaferProducts incident

Failure type

Battery failure

Incident narrative

SaferProducts.gov consumer incident report 20190315-E3263-2147382185. Severity: Incident, No Injury. Product: HP Hewlett Packard Pavilion x360 Laptop Pavilion x360 (HP Hewlett Packard Pavilion x360 Laptop / Notebook / Convertible computer). Incident: I purchased a HP Hewlett Packard Pavilion x360 laptop for use in travel to Alaska in 2016. Product worked as advertised, returned home, placed in air conditioned storage on a bookshelf in my home. In 2017 laptop taken to CA for use at which time it was discovered that the battery was swollen to the point that the physical enclosure / case of the laptop was noticeably externally swollen/ bulging. In the past 12 months i have contacted HP repeatedly by telephone and their online customer service to address the issue. The main source of my frustration with their corporate inflexibility is that this specific model is subject to a recall for a defective battery, but upon repeated contact with HP they refuse to repair or replace this swelling, bulging, damaged product. I have photographic documentation of the damage with a steel straightedge. HP claims that because my laptop serial number falls outside the boundaries of their recall that they are not liable for any repair replacement service or any other means to make amends for this soon-to-be unusable product. The battery has swollen the case visibly noticeably and has impinged upon the functionality of the trackpad so that the buttons no longer function or "click". All i ask, is that this laptop model, which is subject to a battery recall, and whose battery is swollen and damaged the trackpad, be replaced and repaired to as new condition and functionality. Again, the core issue is that HP refuses to expand the scope of the serial number range of this particular laptop model, Pavilion x360, which is subject to a current recall