Jump to content
Select:        
» Contact HP

HP Mobile Battery Pack Replacement Program

» 

HP Mobile Battery Pack Replacement Program

» Program Summary
» FAQs
» In-Store Advisory
» Contact Us
» Order Status
» Customer Letter
Content starts here
Frequently Asked Questions
» 1. Is HP recalling its notebooks? Why?

» 2. If my battery pack has been identified as eligible for replacement, and I have had no issues with it, could the battery pack have caused any damage to my notebook?

» 3. What notebooks are affected by the battery pack replacement program?

» 4. Is it safe to buy HP notebooks?

» 5. I own an HP notebook that is affected by the replacement program. I recently bought a replacement battery pack for it. Could I have one of the recalled battery packs?

» 6. I have both a 6-cell and an 8-cell spare battery for my affected notebook. Which one is affected?

» 7. I have more than one of the recalled battery packs. Will HP replace all of my recalled battery packs?

» 8. How do I order my replacement battery pack?

» 9. What if I do not have access to the Web site?

» 10. Can I continue to use my current battery pack as a backup?

» 11. Can I use my HP notebook without the battery pack in it?

» 12. Where do I find the product number of my HP notebook?

» 13. What should I do if I have a battery pack that shows signs of overheating?

» 14. Can I take my recalled battery pack to an HP service partner and exchange it for a new battery pack?

» 15. Do I have to return my recalled battery pack before I can receive a replacement battery pack?

» 16. I’ve never had any problems with my battery pack. Should I have it replaced?

» 17. How long will it be before I receive my FREE replacement battery pack?

» 18. Will HP provide a container to ship back the recalled battery pack?

» 19. What is HP doing with the returned battery packs? What is the environmental impact?

» 20. It is safe to handle the recalled battery pack outside of the notebook?




1.  Is HP recalling its notebooks? Why?
No. HP is not recalling its notebooks. HP is only recalling the battery packs, based on an issue with these products. The issue has been identified as being contained within the removable battery pack. The notebook will still function under A/C power, as designed, until you receive your replacement battery pack.   » Back to top


2.  If my battery pack has been identified as eligible for replacement, and I have had no issues with it, could the battery pack have caused any damage to my notebook?
No. The issue identified is with the battery pack only and not with the notebook.   » Back to top


3.  What notebooks are affected by the battery pack replacement program?
Please refer to the list of notebooks above.   » Back to top


4.  Is it safe to buy HP notebooks?
Absolutely. HP fully stands behind the products it makes. HP has taken a proactive approach to this situation to ensure the safety of our customers and the integrity and quality of our products.   » Back to top


5.  I own an HP notebook that is affected by the replacement program. I recently bought a replacement battery pack for it. Could I have one of the recalled battery packs?
HP recommends that you visit the program Web site at to determine whether the battery pack you purchased is part of this program. If so, follow the guidelines to determine if the battery qualifies for a FREE replacement.   » Back to top


6.  I have both a 6-cell and an 8-cell spare battery for my affected notebook. Which one is affected?
Only specific 8-cell battery packs are affected by this program. There are no 6-cell or 12-cell batteries affected by this program.   » Back to top


7.  I have more than one of the recalled battery packs. Will HP replace all of my recalled battery packs?
Yes. For each battery identified as part of the replacement program, HP will provide you with a FREE replacement battery pack.   » Back to top


8.  How do I order my replacement battery pack?
If you qualify for a FREE replacement battery pack, you can order your battery pack through the following Web site .    » Back to top


9.  What if I do not have access to the Web site?
Please call one of the in-country telephone numbers provided in the list to determine if your battery requires a replacement.   » Back to top


10.  Can I continue to use my current battery pack as a backup?
No. To reduce the likelihood that a battery pack failure will cause damage, HP strongly encourages all customers to immediately cease use of the affected battery packs. You must ship the original battery pack back to HP in the prepaid return package, using the authorization label you receive upon receipt of a replacement battery pack.    » Back to top


11.  Can I use my HP notebook without the battery pack in it?
Yes. After you remove the affected battery pack, just plug the AC adapter into the notebook and then into an AC outlet.   » Back to top


12.  Where do I find the product number of my HP notebook?
The product number is located on either the display bezel or the bottom of the notebook.   » Back to top


13.  What should I do if I have a battery pack that shows signs of overheating?
If your battery pack shows signs of overheating, such as discoloration or deformity, stop using the battery pack immediately and contact HP at the in-country telephone numbers listed in this document.   » Back to top


14.  Can I take my recalled battery pack to an HP service partner and exchange it for a new battery pack?
No. The HP Mobile Battery Pack Replacement Program is being conducted through the battery pack exchange Web site at .    » Back to top


15.  Do I have to return my recalled battery pack before I can receive a replacement battery pack?
No. HP will send you the replacement battery pack first, and then you will return the recalled battery pack to HP.   » Back to top


16.  I’ve never had any problems with my battery pack. Should I have it replaced?
If your battery pack has been identified as part of the replacement program, in the interest of safety, it should be replaced. Please visit the designated program Web site at: to determine whether your battery pack qualifies for FREE replacement.   » Back to top


17.  How long will it be before I receive my FREE replacement battery pack?
Upon receipt of your order, HP will ship a replacement battery pack, at no charge to you. You will receive the battery pack within 3 to 5 business days for orders within the U.S. and Canada, and within 7 to 10 business days for international orders.    » Back to top


18.  Will HP provide a container to ship back the recalled battery pack?
Yes. HP will provide prepaid return packaging to ensure the proper transit of the battery pack to the appropriate disposal locations.   » Back to top


19.  What is HP doing with the returned battery packs? What is the environmental impact?
The battery packs will be responsibly disposed of in accordance with applicable in-country laws and regulations.    » Back to top


20.  It is safe to handle the recalled battery pack outside of the notebook?
Yes. However, HP recommends discharging the battery pack before removing it from the notebook.

Caution: All data must be saved and all active programs closed before discharging the battery pack. When the battery pack is discharged, any unsaved data may be lost when the notebook shuts down.

To discharge the battery pack:

1. Disconnect the notebook from its external power source, but do not turn off the notebook

2. Run the notebook on battery power until the battery pack is fully discharged. When the battery pack is fully discharged, the battery light is turned off and the notebook shuts down.

3. Remove the battery pack from the notebook.
   » Back to top


Printable version
© 2009 Hewlett-Packard Development Company, L.P.