15-inch PowerBook G4 Battery Exchange Program
Frequently Asked Questions
Frequently Asked QuestionsAugust 19, 2004
 
This FAQ is intended to provide more information about Apple's voluntary recall of certain lithium ion rechargeable batteries that are used with the 15-inch PowerBook G4 Aluminum computer. Apple has initiated an exchange program and will provide customers with a replacement battery, free of charge.

Is it true that Apple is recalling batteries used in the 15-inch PowerBook G4?
In cooperation with the U.S. Consumer Product Safety Commission (CPSC) and other international safety authorities, Apple is voluntarily recalling certain lithium ion rechargeable batteries that were sold worldwide from January 2004 through August 2004 for use with 15-inch PowerBook G4 (Aluminum) notebook computers. These batteries were manufactured by LG Chem, Ltd. of South Korea.

Why is Apple recalling these batteries?
Because customer safety is Apple's highest concern, we are recalling the batteries. The batteries could overheat, posing a fire hazard. Apple has received four reports of these batteries overheating. No injuries have been reported.

Which batteries is Apple recalling?
The recalled batteries have the model number A1045 and serial numbers that begin with HQ404, HQ405, HQ406, HQ407, or HQ408. Batteries with the affected serial numbers contain cells that were manufactured by LG Chem, Ltd. of South Korea during the last week of December 2003 only. The model and serial numbers are located on the label on the bottom of the battery, and can be viewed by removing the battery from the computer. The serial number is printed in black lettering beneath a barcode.

What does the recalled battery look like?
The battery is grey in color and measures approximately 4.75-inches long by 3.25-inches wide by .75-inches high. The label located on the bottom of the battery reads in part, "15-inch PowerBook G4 Rechargeable Battery" and "Model No: A1045."



I have one of the recalled batteries. Should I stop using it?
Apple urges you to stop using your battery and order a replacement battery immediately. If you continue to use your battery, do not leave it unattended and check for signs of overheating.

Can I use my PowerBook without the battery in it?
Yes, once you've removed the affected battery, just plug in the AC adapter to power the computer.

Will Apple contact me if I have one of the recalled batteries?
Apple will notify customers by posting a notice on our website, sending an email or a letter to 15-inch PowerBook G4 owners who have registered their systems or purchased through our Apple on-line store, and providing a point-of-sale notice to our retail partners. We encourage all customers to check their battery serial number even if they do not hear directly from Apple.

How do I get a replacement battery?
To order your replacement battery, visit www.apple.com/support/powerbook/batteryexchange. You will be asked for the serial number of your 15-inch PowerBook G4, the serial number of your PowerBook battery and a ship to address. After serial number verification, a new battery will be shipped to you free of charge. When you receive the replacement battery, please use the same shipping envelope and included prepaid shipping label to return the recalled battery to Apple. If you do not have access to the website listed above, please call Apple at 800-275-2273 between 8:00 a.m. and 8:00 p.m., central time, seven days a week, for further assistance.

Where do I find the serial number of my PowerBook?
The PowerBook serial number is located on the side of the battery well in the top left corner. Or, you can use Apple System Profiler to confirm your serial number.

Where do I find the serial number of my PowerBook battery?
The model and serial numbers are located on the label on the bottom of the battery, and can be viewed by removing the battery from the computer. The serial number is printed in black lettering beneath a barcode.

If I have a battery with model number A1075, do I need to exchange my battery?
No, only batteries with model number A1045 and serial numbers beginning with HQ404, HQ405, HQ406, HQ407, HQ408 are affected by the recall program.

What should I do if I have a battery that shows signs of overheating?
If your battery shows signs of overheating such as discoloration or deformity, stop using the battery immediately and contact Apple at 800-275-2273 for special instructions.

Can I go to an Apple Retail store to exchange my battery?
In the U.S., the battery exchange program is being conducted through the battery exchange website at www.apple.com/support/powerbook/batteryexchange. If you do not have access to the website, please call Apple at 800-275-2273 between 8:00 a.m. and 8:00 p.m., central time, seven days a week, for further assistance.

Can I take my recalled battery to an Authorized Apple Service Provider (AASP) and exchange it for a new battery?
The 15-inch PowerBook G4 Battery Exchange Program is being conducted through the battery exchange website at www.apple.com/support/powerbook/batteryexchange/. If your country is not listed on the website, please contact Apple via phone or see your local service provider, reseller or distributor for assistance in processing your battery replacement order.

How long will it take to receive a replacement battery from Apple?
It will take approximately 3 to 5 days for your replacement battery to arrive. Shipping time may vary due to availability.

Do I have to send in my recalled battery before I can receive a replacement battery?
No, Apple will send you the replacement battery first and then you will send Apple the recalled battery.

What should I do with the recalled battery?
When you receive the replacement battery, please follow the enclosed instructions and use the same shipping envelope and included prepaid shipping label to return the recalled battery to Apple. You do not have to pay the postage to return the battery.

I've never had any problems with my battery. Should I have it replaced?
Yes. In the interest of safety, all recalled batteries should be replaced. Please check your battery to see if it has the model number A1045 and serial numbers that begin with HQ404, HQ405, HQ406, HQ407, or HQ408.

I have more than one of the recalled batteries. Will Apple replace all my recalled batteries?
If your batteries have the designated serial numbers, Apple will provide you with replacement batteries, free of charge. You can order up to three batteries to replace your current ones. If you have more than three batteries, please contact Apple at 800-275-2273. Please have the serial number of your PowerBook and the serial numbers of your batteries ready to provide to the phone agent.

I represent a group with several of the recalled AC batteries. Is it necessary for each user to contact Apple separately?
Apple suggests that you call your Apple account manager to facilitate the battery replacements for a large group. Of course, individuals can use the Apple website to obtain the replacement batteries.