Laptop issues

Obstacles

Re  HP 14s-dq0000na Laptop, Intel Pentium Gold Processor, 4GB RAM, 128GB SSD
I purchased a HP laptop from a reputable high street store on line ( around £300). Within 10 days it stalls on several occasions then crashes with the following message "boot device not found install an operating system on the hard disk." I sent an email quoting the Sale of Goods Act asking for a replacement or my money returned. Used debit card for payment. Their tech team have called (bec of lockdown the number is withheld as this person is calling from home) asking me to confirm my personal details which i refused to do.
He then advised that THEIR procedure is to  check that what I am saying is correct offering
Option1 i would do the troubleshooting based on his instructions.
Option 2 they would take it into tech support check it and if they cannot find anything wrong it will be returned to me.
I am worried and suspicious bec
This model is an exclusive to this "reputable" company ?? Does exclusive mean it by passes this companies usually good service and I am dealing with  a less than reputable service.
 and my thoughts are that this laptop has had probs in the past and it has been returned to HP they have "fixed" it and resold it. 
I am not a techy but if the laptop is messaging boot device not found and advising me to install a hard disk then this is a laptop with a prob. They should automatically give me my money back right?
many thanks

Aylesbury_Duck

You would be entitled to a refund if there is indeed a fault, but they are also entitled to check that the fault exists.  No need to be worried and suspicious but you are right not to give personal details to them if they called you.  Why don't you get a verified number and call them?  That way you know it's them you're talking to and they can take you through the troubleshooting.

If you don't want to do that, take it into them as they suggest in option 2.

[Deleted User]

Obstacles said:They should automatically give me my money back right?

You don't receive your money back automatically simply because you "suspect" (for no apparent reason) the item is not brand new and is instead some kind of refurb! If you thought this, why did you continue using it for ten days doubtless loading software etc in the process?  What solid evidence can you provide that the item was not  new when you purchased it? 

Regardless of the above, the retailer is entitled to ascertain whether there is indeed a fault and the two options you have been given would allow them to do that and also very likely provide a fix for your "faulty" product. It's very likely your "fault" is simply a user error. 

If the problem cannot be sorted over the 'phone you can demand a refund but I  suggest you allow the product to be examined by a qualified technician in the first instance. 

baza52

have a look at this link and see if you can fix it yourself https://support.hp.com/si-en/document/c01443463

Obstacles

Many thanks for your replies.

Jumblebumble

baza52 said:

have a look at this link and see if you can fix it yourself https://support.hp.com/si-en/document/c01443463

I always think resetting the bios is a bit futile as if it has gone once then it is likely to go again ( unless fiddling fingers have been at work)
I would be cautious about a full restore from the recovery partition for the same reasons
I would run the diagnostics  and would not be surprised if the HDD is faulty as this is the usual suspect
If you follow the recovery partition reset you will need to fire up the laptop with Macrium or similar and image the disk to an external USB or across the network if you want to keep your data