1. Is HP recalling its notebooks or AC adaptors?

    No. HP is not recalling its notebooks or AC adaptors. HP is only recalling the AC power cord used with HP and Compaq notebook and mini notebook computers (including mobile thin clients and mobile workstations), as well as with AC adapters provided with accessories such as docking stations.

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

    No. The issue identified is with the power cord only and would not cause damage to the notebook.

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  3. What notebooks are affected by the AC power cord replacement program?

    The affected power cords were distributed worldwide with HP and Compaq notebook and mini notebook computers (including mobile thin clients and mobile workstations), as well as with AC adapters provided with accessories such as docking stations.

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

    HP recommends that all users use the recall website:

    www.hp.com/support/PowerCordReplacement to validate their power cords.

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  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.

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  6. I own an HP notebook that is affected by the replacement program. I recently bought a replacement AC power cord for it. Could the replacement power cord also be included in the recall?

    It is unlikely that an AC power cord purchased from HP within the last 2 years will be affected. If you are uncertain, HP recommends that you visit the program website at http://www.hp.com/support/PowerCordReplacement to determine whether the power cord you purchased is affected by the recall.

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  7. I have more than one of the recalled AC power cords. Will HP replace all of my recalled power cords?

    Yes. HP will provide you with a free replacement power cord for each power cord identified as part of the replacement program.

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  8. How do I order my replacement AC power cord?

    If you are qualified for a free replacement power cord, you can order your power cord through the following website:

    http://www.hp.com/support/PowerCordReplacement

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  9. Can I continue to use my current recalled AC power cord?

    No. To reduce the likelihood that a power cord failure will cause damage, you should immediately cease use of the recalled power cords. Because these power cords pose a potential safety hazard to customers, it is extremely important that they are validated on the program website:

    http://www.hp.com/support/PowerCordReplacement

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  10. Can I use my HP notebook without the AC power cord?

    Yes. Battery power is always an option. However, we encourage you to go to the website to determine if your power cord is one of those being recalled and order your replacement cord.

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  11. Where do I find the product name and serial number of my HP notebook?

    The notebook product name and serial number can be obtained by holding down the [fn] key and hitting the [esc] key on your notebook keyboard. The information on the screen will display this information.



    This information can also be found on the product label that will be located on either the bottom of your notebook or in the battery compartment. The label looks like this:

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  12. What should I do if I have an AC power cord that shows signs of overheating?

    If your AC power cord shows signs of overheating, such as discoloration or deformity, stop using the power cord immediately and contact HP at the in-country telephone numbers at the following link:

    Worldwide - http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

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  13. Can I take my recalled AC power cord to an HP service partner and exchange it for a new AC power cord?

    No. The HP Notebook AC Power Cord Replacement Program is being conducted through the AC power cord exchange Web site at:

    http://www.hp.com/support/PowerCordReplacement

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  14. Do I need to return my recalled AC power cord before I can receive a replacement AC power cord?

    No. HP will send you the replacement power cord at no cost to you. Refer to the instructions included with the new power cord for the actions to take to assure destruction of the recalled power cord so it cannot be used again.

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  15. I've never had any problems with my AC power cord. Should I have it replaced?

    If your power cord has been identified as part of the replacement program, in the interest of safety, it should be replaced immediately. Please visit the designated program website at: http://www.hp.com/support/PowerCordReplacement to determine whether your power cord qualifies for free replacement.

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  16. How long will it be before I receive my free replacement AC power cord?

    Upon receipt of your order, HP will ship a replacement power cord, at no charge to you. You will typically receive the AC power cord within 3 to 5 business days, but it may take up to 10 business days for some locations.

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  17. Will HP provide a container to ship back the recalled AC power cord?

    You should refer to the instructions included with the new power cord for the actions to take to assure destruction of the recalled power cord so it cannot be used again.

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  18. Are AC notebook power cords in India, Israel or Pakistan affected by this recall?

    Notebooks delivered by HP into India, Israel and Pakistan did not include AC power cords subject to this recall.
    An HP notebook obtained in another country and then later brought into one of these three countries along with the power cord originally provided by HP with that notebook potentially could result in an affected power cord being in the country. If your HP notebook and AC power cord was brought into one of these countries from another country, please determine if the cord has the LS-15 marking and if so, go to the recall web site to determine if it is one included in the recall. If it is, a replacement cord approved for use in the country will be provided as a replacement.

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  19. Are notebook AC power cords in Japan affected by this recall?

    Notebooks PCs that are manufactured in Japan have a serial # that starts with “JPA”. The AC power cords that were sold with those notebooks are not affected. Other notebook PCs sold in Japan between September, 2010 and June, 2012, that were manufactured outside of Japan (serial # starts with something other than “JPA”) may have shipped with affected power cords. If those cord have the LS-15 marking, they should be checked at the program website http://www.hp.com/support/PowerCordReplacement to see if they are affected.



    This information can also be found on the product label that will be located on either the bottom of your notebook or in the battery compartment. The label looks like this:

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