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Content starts here FAQ
Frequently Asked Questions
» 1. Is HP recalling its notebooks? Why?

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

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

» 4. Is there any way to determine if the battery is part of the recall program without going through the validation process on this Web site?

» 5. Is it safe to buy HP notebooks?

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

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

» 8. How do I order my replacement battery?

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

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

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

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

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

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

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

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

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

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

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

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




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


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


3.  What notebooks are affected by the battery replacement program?
Please refer to the list of notebooks below. If you have any concerns, please continue with the validation process.
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HP Pavilion
Family
Compaq Presario
Family
dv1xxx ze2xxx V2xxx M2xxx
HP Compaq
Family
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   » Back to top


4.  Is there any way to determine if the battery is part of the recall program without going through the validation process on this Web site?
Yes. All affected batteries have a bar code label which is 17 characters in length. The following two steps will assist in determining whether there is a need to go to the Web site for complete validation. Step 1: If the battery bar code label does not begin with the first two characters L3, the battery is not part of this recall. Step 2: If the battery bar code label does begin with L3, please visit the program Web site at www.hp.com/support/BatteryReplacement.    » Back to top


5.  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


6.  I own an HP notebook that is affected by the replacement program. I recently bought a replacement battery for it. Could I have one of the recalled batteries?
HP recommends that you visit the program Web site at www.hp.com/support/BatteryReplacement to determine whether the battery 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


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


8.  How do I order my replacement battery?
If you qualify for a FREE replacement battery, you can order your battery through the following Web site www.hp.com/support/BatteryReplacement.    » 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 assist you in determining whether your battery requires a replacement.   » Back to top


10.  Can I continue to use my current battery as a backup?
No. To reduce the likelihood that a battery failure will cause damage, HP strongly encourages all customers to immediately cease use of the affected batteries. You must return the affected battery to HP as outlined in the return shipping instructions accompanying your replacement battery.    » Back to top


11.  Can I use my HP notebook without the battery in it?
Yes. After you remove the affected battery, just plug the AC adapter into an outlet and then into the notebook.   » 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 that shows signs of overheating?
If your battery shows signs of overheating, such as discoloration or deformity, stop using the battery immediately and contact HP at the in-country telephone numbers listed in this document.   » Back to top


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


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


16.  I’ve never had any problems with my battery. Should I have it replaced?
If your battery 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: www.hp.com/support/BatteryReplacement to determine whether your battery qualifies for FREE replacement.   » Back to top


17.  How long will it be before I receive my FREE replacement battery?
Upon receipt of your order, HP will ship a replacement battery, at no charge to you. You will receive the battery 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?
Yes. Return the affected battery to HP as outlined using the packaging material from the replacement battery shipment.   » Back to top


19.  What is HP doing with the returned batteries? What is the environmental impact?
The batteries 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 outside of the notebook?
Yes. However, HP recommends discharging the battery before removing it from the notebook.

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

To discharge the battery:

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 is fully discharged. When the battery is fully discharged, the battery light is turned off and the notebook shuts down.

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


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