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Ellipsis Jetpack MHS900L Battery overheated

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.

Comments

Verizon_Support

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.

PeterP_VZW

Follow us on TWITTER @VZWSupport If my response answered your question please click the Correct Answer button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

omegatoo1

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.

Thanks,

vzw_customer_support

Ann154

That location was a third party retailer.

Cellular Sales Gulfport

rosannem_vzw

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

RosanneM_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Fam12Geneo

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.

Verizon_Support

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?

DavidC_VZW

Vendingqueen

Same experience here! Just bought a new $40 battery at Batteries plus. Has a 1 year warranty. Calls to warranty number given in literature were hung up on twice because first I do t have service(not) and second the choices were all inappropriate and no choice for warranty or customer service. Just very frustrating. Thanks for the tip about using without battery. I’ll just take it out until I need it. That should solve problem. Thanks for nothing Verizon!

NETACT55

I have experienced the same problem with my Jetpack mhs900l. I contacted Verizon service and talked with Frank about a week ago, he stated I needed to replace the battery but they did not have one. He suggested I go to for a Verizon store but we are 2 and 1/2 hours from the nearest store. Frank set up an appointment to meet with me today to discuss battery replacement options. Frank never called back. We called the Verizon store in Nampa Idaho and explained the swelling battery and they suggested we bring it in and purchase a replacement. Again, we are 2 and 1/2 hours away. I am very disappointed with Verizon service, please note my Jetpack is just over 1 year old. We contacted another service agent who also stated we would need to buy a new battery that Verizon did not stand behind the battery that is included with the unit beyond the first years warranty. Very disappointed with Verizon service.

JG4668P

What is being done about this fire hazard you have placed in our homes ? I am meeting with our fire marshall next week and have decided to let him give us advice. When I discussed it with a member of the fire department (a friend of mine) he said because I am aware of the danger, and this has been verified by you, that I must remove it immediately to avoid issues with my insurance company. He said not to handle it anymore than necessary to have it disposed of, wear gloves, long sleeves and pants, and eye protection. And you suggest we do WHAT ?

virmamv

I called Verizon customer service for the same thing but they told me they cannot replace the device as it is already past the warranty and I will have to pay $145 if I want a new one.

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