Laptop Battery Express — Local services in Grafton

I purchased a replacement OEM battery (Part Number HP-CP03XL-929072 ) for my HP Spectre X360 from Laptop Battery Express (LBE). I received LBE’s third-party house brand (“Xtend”) battery instead. When I contacted support, I was told that they could set up an exchange, but that “[o]ur brand is actually made by the same people to the same specs and has double the warranty”. Because I had been using the computer for several weeks already without a battery installed, and did not want to have to wait for the return and replacement process, I told LBE I would try their battery. After installing the Xtend battery, Windows did not detect the replacement. I attempted to shut down and restart the computer to see if that would change the behavior, but the computer would not turn back on.

I contacted LBE to explain what had happened, and was told “Sorry you are having trouble. The battery itself wouldn’t be able to put out enough power to cause any harm like you’re seeing, its actually only half of the power of the charger itself, and it doesn’t come between the charger’s power to the laptop itself. It actually goes to the laptop first and then the battery. The battery itself could have a short which would prevent booting only while the battery is installed as a safety measure. Have you tried removing the new battery and running the laptop only plugged in?” I had already explained to LBE that I had been running the computer with no battery for several weeks without issue. Additionally, the claim that a battery with a short is unable to damage the computer is not true. I am an electrical engineer, and know for a fact that a shorted power supply can easily damage the sensitive components of a motherboard. I did not have time to do a deep-dive inspection of the computer, so I took it to my nearest HP Authorized Service Center. They attempted to install an HP-authorized replacement battery, but did not have any success in powering the computer. Their assessment was that the motherboard is damaged. When I confronted LBE on their inaccurate claims that a bad battery could not damage the hardware, they simply provided a return label for a refund. The refund was promptly processed, which I appreciate, but that did nothing for the fact that I had to purchase a new computer.

I would not recommend purchasing from Laptop Battery Express in the future.

Edit 20JAN22 - I was contacted a few days ago by Fred, the owner of LBE. He said he was reviewing their returns from 2021 and came across mine. He stated that while they were somewhat skeptical of the situation, he had the same thing happen to him once before, with a battery that was improperly wired. He immediately sent out a check for what I would say is a fair amount given the age of the laptop. I'm not sure if I would purchase from them again, given the initial customer service interaction, but I would consider it if they were the only option. That said, if you end up with an Xtend house brand battery, I highly recommend verifying the pinout prior to...

I needed two laptop batteries before a trip to China. Battery Express really screwed up and then seems to have lied to me. I am VERY disappointed.

It started out well. I ordered two batteries after hours one night. They called the next morning and told me they had them both in stock. In fact, they told me they had exactly two, that one had cosmetic damage (but worked), and offered $20 off due to the cosmetic damage. Great. That worked for me.

I had ordered the most expensive AM delivery next day. It would all work out fine.

I got a FedEx tracking number but when I tried it it said that the label had been made but did not show any more information. I called FedEx and they told me the shipper had made the label but had not given them the package.

I called on July 3rd. No answer. (They should have arrived several days earlier). I told them to cancel the order because I would not get them in time for my trip.

I traveled on July 5th with no batteries.

I got an confirmation cancellation email from them saying that the batteries were out of stock. I had already confirmed that they were in stock and they made a shipping label. I suspect someone in the shipping department screwed up and set the package aside and lost track of it before getting it to FedEx.

At least apologize and admit a mistake and don't lie about it.

I can NOT recommend...

Laptop battery express advertises "don't buy cheap, buy quality". I did not find this battery to be high quality, as it failed under normal use after 8 months. The cost for shipping a replacement for a failed battery falls to the customer ($15 for the first replacement, and $35 for the second instance of replacement). Because my first battery replacement was stolen at the door, laptop battery express wanted to charge me another $35 for a second replacement battery. Although the theft is not their fault, it is their responsibility to replace the failed battery that they had guaranteed, and I found the additional shipping fees to be extractive and exorbitant. Had I chosen to pay for a second replacement, the total cost of a receiving a working battery from Laptop Battery Express would have totaled $140 (!!). In addition to the price issue, the customer service agent helping me with my order adopted a condescending tone when I voiced my dissatisfaction with the cost of the battery replacement. Both the early failure of the expensive battery and the condescension from the agent mean that I will not suggest Laptop Battery Express to others, and I have chosen to go elsewhere for my...