Important update on the HP Chromebook 11

Important update on the HP Chromebook 11

For information about the HP Chromebook 11 charger, please review the following:

Q. Why are Google and HP recalling the charger on the HP Chromebook 11?
A. With guidance and approval from the CPSC and other regulatory agencies, Google and HP are recalling the original charger sold with the HP Chromebook 11 prior to December 1, 2013, after receiving a small number of user reports that some chargers included with the device were damaged due to overheating during use. Customers should visit http://chromebook.com/hp11chargerform to request a free replacement charger. We apologize again for the inconvenience this has caused. Your safety is our top priority.

Q. How can I tell if my HP Chromebook 11 charger needs to be replaced?
A. Customers who have purchased an HP Chromebook 11 before December 1, 2013, should stop using the original charger and visit http://chromebook.com/hp11chargerform to request a replacement charger. You may continue to use any other certified micro-USB charger, for example one provided with a tablet or smartphone. If you have any questions, please contact our support team:

  • US: 866-628-1371
  • UK: 0800-026-0613
  • IE: 1800-832-664
  • AU: 1800-067-460
  • CA (French): 866-628-1372
You can find images of the affected and replacement chargers below:
US chargers
Old US charger New US charger
UK chargers
Old UK charger New UK charger
EU chargers
Old EU charger New EU charger
AU chargers
Old AU charger New AU charger

Q. How can I take advantage of the recall?
A. Customers who have purchased an HP Chromebook 11 before December 1, 2013, should stop using the original charger and visit http://chromebook.com/hp11chargerform to request a replacement charger. Customers with questions can contact our support team:

  • US: 866-628-1371
  • UK: 0800-026-0613
  • IE: 1800-832-664
  • AU: 1800-067-460
  • CA (French): 866-628-1372

Q. My HP Chromebook 11 charger is damaged. What should I do?
A. If your charger is damaged, stop using it immediately and contact Google support to obtain a replacement charger. You should always contact us if you have any concern regarding our products:

  • US: 866-628-1371
  • UK: 0800-026-0613
  • IE: 1800-832-664
  • AU: 1800-067-460
  • CA (French): 866-628-1372

Q. My HP Chromebook 11 charger seems okay. Can I continue to use it?
A. You should only use the original charger if you purchased your HP Chromebook 11 after December 1, 2013. If you purchased your HP Chromebook 11 on or before December 1, 2013 and you have not received a replacement charger, you should immediately stop using the original charger, which has been recalled. Visit http://chromebook.com/hp11chargerform to request a free replacement charger, which will also come with a prepaid package so you can mail back your original recalled charger.

Q. I no longer have my receipt for the HP Chromebook 11. Can I still return the charger?
A. Yes, please visit http://chromebook.com/hp11chargerform to request a free replacement charger.

Q. Will I receive a refund for the HP Chromebook 11?
A. No, you will receive a replacement charger. Please visit http://chromebook.com/hp11chargerform to request a free replacement charger.

Q. How long will it take for me to receive the replacement charger?
A. In the US, please allow up to 30 days for the replacement charger to arrive after you have requested one from http://chromebook.com/hp11chargerform. Outside the US, please allow up to 6 weeks. We assure you Google and HP are working as quickly as possible to replace your charger. In the interim you may continue using the HP Chromebook 11 with any other certified micro-USB charger, for example one provided with a tablet or smartphone.

Q. I submitted a replacement order on the website and have not received my charger. Who can I contact?
A. In the US, please allow up to 30 days for the replacement charger to arrive after you have requested one from http://chromebook.com/hp11chargerform. Outside the US, please allow up to 6 weeks. Customers with questions about shipment status should contact our support team:

  • US: 866-628-1371
  • UK: 0800-026-0613
  • IE: 1800-832-664
  • AU: 1800-067-460
  • CA (French): 866-628-1372

In the interim you may continue using the HP Chromebook 11 with any other certified micro-USB charger, for example one provided with a tablet or smartphone.

Q. Will I be able to repair the product myself?
A. No, the original charger that came with the HP Chromebook 11 must be replaced. The charger does not contain any parts that you or a friend could service yourselves. Please visit http://chromebook.com/hp11chargerform to request your free replacement charger.

Q. Do I have to return my HP Chromebook 11 in addition to the charger?
A. No, only the original charger that came with the HP Chromebook 11 is being recalled.

Q. Are any other devices affected by this recall?
A. No, this recall does not impact any other Chromebooks or Chromebook chargers.

Q. Do I have to return the charger to get a replacement, or can I throw it away?
A. Please use the prepaid package to return the original recalled charger so that we can dispose of it in an environmentally appropriate manner.

Q. Did Google or HP design the adapter?
A. The adapter was designed and built by a third party.

You may refer to the official Google Chrome blog post for more information.

Please check back here for more information soon. We will provide additional information once it becomes available. You can use chromebook.com/HP11charger to return to this page.