problem with new laptop

welshblackhorse

I bought as new laptop about a month ago ,I was having difficulty setting it up , the cursor kept sliding down and wasnt working properly .There was an error message saying 'Error on Synaptics HID device .
I complained and the laptop went pack to the online supplier Simply Acer (I had purchased from them before ) they got back a few days later saying their technician had been unable to find a fault. I suggested they look again and again they told me no fault was found .They duly rerturned the laptop .I started again to try and get it set up and the touch pad wouldnt work at all this time although I was able to use an external mouse.
I complained again and told them I was returning the laptop for a refund and they said they would have another technician take a look at it. Clearly they are going to try and fob me off again and I need to know what to say to them in order to leave them in no doubt that the laptop is faulty and I want a full refund. Thank you.

Xsdna

That error code implies the human interface device (in this case the track pad) is obviously faulty.

The fact you say it doesn't work for me verifies this. If a technician can't find fault, then their either negligent or incompetent (or a liar).

In the communication with company, ensure you're clear about what isn't working and to check the error message. The way these laptops are made means it may be easier and cheaper for them to refund you or give you a new one, as opposed to repair it. Use a mouse to backup any stuff if you've still got it on to usb drive, or the cloud

welshblackhorse

thank you for replying . I have been unable to do anything on the computer and once I realised I could proceed no further without a mouse I came to the conclusion that the PC was faulty and not some mistake on my part ( I am not very computer savvy.)
They should receive the laptop back today so I will contact and insist on a refund. I just want to confirm that I was not missing anything. It is about a month now since I parted with my money ,during this time the laptop has either been back with them or in transit. I am out of patience.

pendragon_arther

Do you have the lappy or them. I you do go into device manager and see if there's any yellows.

welshblackhorse

thanks pendragon , when I sent to laptop back the first time there was a yellow triangular error notice. When I opened it it said Error on Synaptics HID device. They returned the laptop to me and said there was no fault . I have sent it back as the touchpad wasnt working , they have notified me today that they have found no fault and will be returning it to me. I am unsure what to do now . From what I can learn the Acer laptops do have a problem with the touchpad although the old one I am working on is fine but I understand it is a different system on the new ones.
No idea what to do now.
The dispute is with Simply Acer . If I'd gone to tesco or another big retailer there would, i am sure have not been a problem like this.

LilElvis

How did you pay for it? Can you video the faults using a phone as proof? Do you have written confirmation from the manufacturer denying the fault? I think you are probably looking at a chargeback - hence the need for proof that you have given them every opportunity to rectify the fault.

welshblackhorse

when I get it back I will have a look but I dont expect to find any error notices now. I do wish I'd photographed the error notice before it went back the first time but i didnt. heyho.
I think I'm probably stuffed, I cant get anyone else to look at it as that would negate the warranty ....you couldnt make this up could you ?

welshblackhorse

forgot to say , I paid for it with my credit card.

pendragon_arther

When it's back I commend to you a free program called Driver Magician which will scan your lappy and provide any outdated drivers. Some reviews of Simply Acer suggest they don't always install the most recent drivers.

http://www.drivermagician.com/

welshblackhorse

thank you pendragon_arther , I will do that . Its frustrating ,particularly as I am not very adept at this techy stuff , could I even be missing something ,could it be the touchpad ,works differently ,it is a different style to that to which am familiar , I have tried everything I can think of. It'll be interesting to see if it works now ,I will asssume they have rectified the fault but why not just say they have rectified it in the first place rather than insist there is no fault.
thanks again