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Warwick Grey, HP New Zealand's marketing manager for the Personal Systems Group, said, "Our products are developed to go beyond recommended safety standards and I am unaware of anything like this happening in New Zealand in my three years at HP, so it is very unlikely to be a wider problem with batteries or wiring or there would have been other reports."
HP has issued general recalls for laptop batteries in the past, with the latest being October 30th, 2008. None of those recalls, however, applied to the dv9500. Over the years, reports of fires caused by laptops from a range of manufacturers have surfaced on the internet. Most of these reports blame batteries as the cause of the fires.
Personal Systems Group general manager Brent Kendrick has also contacted Mrs with battery such as Hp EV087AA battery , Hp EX942AA battery , Hp Pavilion ZT3000 battery , Hp 337607-001 battery , Hp 337607-003 battery , Hp 398876-001 battery , Hp PB992A battery , Hp PB994A battery , Hp PB991A battery Light to assure her that her problem was being taken seriously, and that every effort was being made to source a replacement laptop.
Mrs Light says she is appreciative of Mr Kendrick's call and believes he is genuinely concerned but, she says, her experience overall has not been a good one in dealing with HP's customer care services and she still does not have a replacement laptop.
Immediately following the fire, she had phoned the customer care help desk but had found it closed for Waitangi Day. She rang back on Saturday and was told to call again on Monday.
On Monday she was told by the Indian call centre that the company would be prepared to repair or replace the laptop but would not accept liability for the fire until tests had been carried out, and if she wanted a quick resolution she should make a claim under her own household insurance as it could be weeks or months before the test results were known.
Attempts to be put through to a New Zealand representative were not successful.
Mrs Light declined to make a claim on her own insurance as she believed HP was at fault. HP eventually agreed to send around an independent insurance assessor, who, Mrs Light says, was shocked by what he saw.
HP may not be accepting liability at this point, Mrs Light says, but she believes when tests on the laptop are completed the company will have no choice but to accept liability. She does not know of, she says, any other possible cause for the fire.
As an owner of both an online business and a home-based business, Mrs Light says she is particularly upset to still be without a replacement laptop. In fact, she said, she had been ringing around shops herself to try and find one.
Warwick Grey said Mrs Light's laptop was no longer a model readily available in New Zealand but HP hoped to have a replacement unit in stock today to provide to her.
"I really would have liked to have known about this sooner as action at a local level would no doubt prevented the delays she has experienced but we are doing all we can to assist her now, " he said.