I bought an ellipsis jetpack mhs900L in store in Harahan, Louisiana 2/2018. About a week ago I noticed connection problems and when I checked the hotspot to reset it I noticed that the cover was off. The battery had swelled up and popped the cover off. It was plugged in to a household outlet with the supplied charger and cord, never was charged any other way. I don't know how to contact verizon to report this defective battery which may be putting others at risk of explosion or fire.
The hotspot still functions without the battery, but I need either a new (different brand) battery or a new hotspot, since I don't want to risk another defective battery. I can't find any appropriate heading in the support options to report this and just keep going around in circles.
Thanks for any help.
It is important that you have a device that works safely and effectively, OMEGATOO. In circumstances like this, where you have overheating equipment that has visible damage as a result, we encourage you to take the device into a store to be inspected. Once we confirm that the device is showing signs of overheating per our Overheating Equipment guidelines, we will take the appropriate steps to ensure that you are provided with equipment that works correctly.
I did bring the battery to a store near my work because it was my quickest option (not where I bought the hotspot). The lady who greeted me there said that they didn't have replacement batteries in their store. I asked if there was any way to report the possibly dangerous battery and she said since she had never had anyone tell her about this problem before, it was probably nothing to worry about. She offered to throw the battery away for me since she didn't think any other action was necessary. I was a little surprised to learn that the universe was limited to her experiences, so I kept the battery. I'll try again with my own store when I get time. Meanwhile, other people may be at risk. That's what I'm trying to get across. That store was the Gulfport, MS store at 12100 Highway 49 N., in case you want to update the training there a bit.
I apologize for the store not helping you the way that they should have. We do want to be sure this is handled safely and properly. I would encourage you to visit one of our corporate locations. You can find one near you here: Verizon Wireless Store Locations Near You | Verizon Wireless
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I have my second jetpak and this second battery has started to swell. I took my device to the Verizon store and was told a new device would cost me over $200.00. They do not sell replacement batteries and suggested I drive about 25 miles to a bettery store and buy a new battery there. There was nothing representatives can do about the problem in-store. It's my problem, not theirs.
Thanks for listening.
Fam12Geneo, your store experience is very important to us, so we apologize for any shortcomings in the service that you received there. We are here to assist by providing all the options. A battery swelling is concerning. Which store did you visit? Has there been any odor or liquid coming from the battery? Did the representative check if the device is still under the manufacturer's warranty?