Voluntary Recall and Replacement of Laptop Battery Packs <br/>(Update as of December 13, 2017)
Renewed Request: Please confirm again immediately, as there is a possibility of fire
Dear Valued Customer,
We thank you for your patronage of Fujitsu products.
Certain battery packs manufactured by Panasonic Corporation and used in Fujitsu laptops may ignite and result in fire while recharging, or when a laptop is in use or the power is off. Fujitsu has been recalling and replacing the battery packs that may be affected voluntarily from August 27, 2015.
It has now become newly understood that the batteries of certain laptop PC models manufactured by Fujitsu between August 2012 and November 2013, and their optional batteries, may also ignite and result in fire.
Accordingly, to prevent further instances, we ask customers to immediately confirm if they have battery packs listed in “Affected Battery Packs” below.
We also request that customers who checked their batteries prior to December 13, 2017 and confirmed at that time that their batteries were not affected, please check again as the list of affected batteries has been revised. We apologize for the inconvenience caused. For customers who has determined had an affected battery and received a replacement do not need to check again.
If you are in possession of an affected battery pack, please apply for a replacement as explained in “How to Apply for a Battery Replacement.” Fujitsu will provide recall and replacement services free of charge. Until replacement has been completed, please use your PC safely by reading "Request to Use Your PC Safely until Battery Replacement." This also includes information on the restrictions associated with battery charging.
Fujitsu deeply apologizes for the inconvenience it has caused its customers, and asks for your cooperation in the battery pack recall and replacement.
Your battery pack is subject to recall and replacement if your laptop is listed in the "Subject Laptops" and the battery pack is listed in the "Affected Battery Packs."
1. Certain laptop models manufactured from September 2011 to May 2013 (as in the notification of August 27, 2015)
2. Certain laptop models manufactured from August 2012 to November 2013 (as in the supplement of December 13, 2017)
Battery packs replaced during repair, or optional battery packs purchased separately, which are for laptop models other than those listed, may also be subject.
How to Apply for a Battery Replacement
The following information is required when applying for a replacement:
- The battery pack's product number and serial number
- The laptop's model name and serial number
With regard to battery packs added to the affected list on December 13, 2017, it may take some time until a replacement can be delivered, depending on inventory status. (Shipments are scheduled to commence in late January 2018.) We deeply apologize for the inconvenience, but until the return and replacement are completed, for your safety, please take the following steps.
How to Use Your Laptop Safely Until Battery Replacement
We ask that customers using a laptop with an affected battery pack take precautions for safety until the battery pack can be replaced by removing the affected battery pack and using only with the AC adapter. We apologize for the inconvenience this may cause and hope for your understanding.
Battery Pack Removal and Use of the AC Adapter
Step 1: Please use your laptop with the battery pack removed.
- When using your computer, please remove the battery pack and plug in the AC adapter.
- When removing the battery pack, please make sure the laptop is turned off, and the AC adapter is unplugged.
Step 2: Please store the battery pack appropriately once it is removed.
- Please store the battery pack in a cool, dark place away from combustible objects.
- Please do not charge the battery pack while storing it.
[Customers in Japan]
For inquiries related to this issue, please contact the following dedicated hotline:
FMV Battery Pack Replacement Query Hotline:
Telephone Number: 0120-924-632 (Toll-free)
Operating Hours: 09:00 – 17:00 (Except company holidays)
※ Support may be temporarily suspended during system maintenance.
※ This number is only for inquiries relating to battery pack replacement.
[Customers outside Japan]
For inquiries related to this issue, please contact the following customer support centers:
- US: 1-800-8FUJITSU
- EMEIA (Europe, Middle East, India, and Africa)
- ASIA PACIFIC
- OCEANIA (Australia and New Zealand)
Subject battery packs announced December 13, 2017 are currently being prepared. We ask for your patience.
※ The contents of this notification are accurate at the time of disclosure, but are subject to change without notice. We thank you for your understanding.ange without prior notice.