Lap top from Tesco, never again..

commercial_dishwasher

Hello everyone, a warning about buying a computer from Tesco Direct..
I Bought a HP Pavillion 15-P251na in October 2015, it had issues from the first time I used it, I have contacted Tesco who put me through to HP who went through the hardware and told me they will not warranty software.. I have sent umpteen e-mails to Tesco and HP, I have called them and spent time on the laptop with the instructions sent to me by e-mail, the laptop will still will not work on the internet very well, ( my other internet connected tech work fine as did the lap top I had before this one from Tesco Direct )but I am now told that the laptop is too old and I cannot return an Item because I have changed my mind... But I haven't changed my mind, the laptop still isn't fixed !! Tesco have had remote access ( last one ended because the operator finished his shift 20 mins ago ! ) HP have had remote access but they tell me the laptop is fine ?? I just got off the phone to Tesco Direct, the advice now is to change browser to see if the problems still exist and then get in contact with the software company to fix the laptop as the software isn't part of the warranty, even though the software came with the laptop... I am at a loss as to what to do with a £440 laptop that will not perform basic internet tasks

Fightsback

What is it doing - not connecting, dropping connection, slow throughput on wifi ?

Is it running the latest drivers for the Wifi card ?

See here for latest drivers, driver-network section:

http://support.hp.com/ie-en/drivers/selfservice/hp-pavilion-15-p200-notebook-pc-series/7486459/model/7668962#Z7_3054ICK0K8UDA0AQC11TA930O2

commercial_dishwasher

Hiya, thanks for your reply..
The most frustrating thing is not scrolling down or up a page, moving up and down a screen is a very stop start affair.. I will look at the link..
Tesco Tech did try updating the drivers ( so he says ) tonight remotely.. but after 20 mins of use the problem reoccurred..
Now, I will give most things a go, but I am by no means computer / software competent.
It does grate by bones when I come across poor 'customer service', I have spent hours on the phone... Should I be having problems ? It is a new laptop after all...

commercial_dishwasher

I have been to the link for drivers, I have no idea what I'm doing but I tried the 'Update checker' and guess what... God I hate HP !!!

Le_Kirk

No, we cannot guess......................what?

Fightsback

One question I forgot to ask is what version of windows are you running, W8.1 or W10 ?

I_have_spoken

I am now told that the laptop is too old and I cannot return an Item because I have changed my mind

True, you can't do a 'no fault' return under Distance Selling rules or the 30-day right to reject from the Consumer Rights Act.

However, you can still request the retailer to repair or replace your item within six months of purchase without you having to prove the item came with the fault. There's plenty of on-line examples of letters to use quoting the Consumer Rights Act

Should I be having problems ?

Did you install all manner of anti-virus type software and/or enable the trial anti-virus software that is often shipped on new laptops?

macman

How are you connecting, wi fi or ethernet? If wi-fi, try it on ethernet to eliminate possible wi-fi issues.
Neither Tesco nor HP are responsible for your internet or wifi connection.
No good buying a laptop from a supermarket and then expecting shining tech support.

commercial_dishwasher

I have spoken... Yes I have a subscription with MacAfee so that is the first thing to go on..


I am using WIFI, the same as I have had and have for ALL my devices and NEVER had a problem... !!


It would seem you all agree with Tesco direct, I have purchased a £440 paper weight..


How can a computer be sold with software and then not be bothered if the software works or not ?? Would you buy a car and not expect the gearbox to work ??
Please no more comments, I would like helpful advice, thank you..

Knarf44

You haven't said whether it's running Windows 8.1 or 10?

If the latter, did you let it install the latest updates before you started using it?

If nothing you have tried subsequently has solved your problem I think I would restore it back to factory settings and then before installing any additional software let it do its windows updates.

Only after that would I start trying to resolve any problems that occurred.

Jonny88

Take the fuse out of the charger, run the battery flat, take it back to tesco, say it won't charge anymore and demand a refund. The customer service team won't check simple stuff like a fuse and electronic returns aren't tested just sold on from a warehouse as faulty. Its probably easy to fix but if tesco won't provide support get the product elsewhere, perhaps a PC store with dedicated PC support.

Another option is to visit your local library. Often they have people to help with PC literacy and someone there may be able to sort it for you at no charge