HP Laptop, Faulty, In warranty from PC World

MrMaloney

I bought a new laptop in April 2011 from PC World (HP Pavilion dv6).

2-3 times a day the screen freezes for about 10 seconds, the fan speeds up, then the display goes black for 2-3 seconds and then comes back on - any programmes running seem unaffected by this but some web pages have unitelligible displays so have to reload them. A message comes up that the "AMD display driver has stopped working but sucessfulky recovered).

HP support refer me to PC world for support. I phoned once for support and the help desk talked me through deleting and reinstalling the display screen driver. It however did not resolve the issue. I have phoned back and they said that they will collect it for repairs, but it will be away for about a week. I use my computer for my business and can't be without it for a day really let alone a week so I declined the service.

Possibly linked, on occassion when firing up a video on a website (eg you-tube or bbc) it does freeze the whole computer and have to switch off manually with the on/off button. Also it gets very hot, the casing would burn your hand if left it there for very long and whilst it keeps running on a desk if i go and sit watching the tv in the evening with me and put it down on the chair for very long it will overheat and shut down. I've had a number of laptops of the years, all trouble free first time I've moved away from Toshiba or Compaq and regretting it as this one is very poor.

The issue is annoying/frustrating, but hasn't caused any corruption of files or loss of data etc. So I can soldier on, but really it isn't good enough. Is there any way I can ask for a quicker service, or a replacement.

bod1467

HP is Compaq, or rather - Compaq is HP.

If it's getting very hot then this sounds like a developing hardware fault - possibly with the graphics board/chip. All you can really do is give them the opportunity to check and repair.

Note: TAKE A BACKUP OF ANY FILES/DATA YOU DON'T WANT TO LOSE!

visidigi

Your contract is with PC world, they buy HP's in cheap as they take reponsibility for the warranty. HP won't specifically help you (which is a shame as i recently had them take a repair for me - was turned round in 4 days back in my hands fixed - PC world are, from what I have heard (note not personally experienced) a little slower (and sometimes more than a little)).

Your circumstances do not change PC Worlds options on resolution - repair, refund, replace - its thier choice and internal policies mena that until a number of repairs are attempted they will not provide a replacement. By turning down the repiar option you are only delaying the inevitable, back up now, take it in and get them to fix it.