Laptop fault - under 2 yrs - manufacture won't fix for free - help!

Mx42

km1500 said:

one option would be to downgrade to W10 and see if the problem goes away. I would bet it's the W11 upgrade and not the card that's the problem.

I did all that, the tech support did all that, there was a complete clean install of windows 10.  None of that worked.  Seems the windows 11 upgrade caused the issue, but rolling back etc did not resolve the issue.

diinozzo

Mx42 said:

km1500 said:

one option would be to downgrade to W10 and see if the problem goes away. I would bet it's the W11 upgrade and not the card that's the problem.

I did all that, the tech support did all that, there was a complete clean install of windows 10.  None of that worked.  Seems the windows 11 upgrade caused the issue, but rolling back etc did not resolve the issue.

So it's a software issue and not a hardware problem?

Mx42

Probably.  However neither I nor the tech support could resolve the issue.

At a loss of my next step - wondering now if a replacement card will solve the problem.

Having said that it the company cannot fix it I will get a full refund including any transport charges

HillStreetBlues

I never use them but thought most come with a Recovery Partition.

MikeJXE

Mx42 said:

FINAL UPDATE

Sad:

• They will not fix for free
• Consumer rights are not as extensive or protective as I had assumed

Happy:

• I have been educated on my rights
• I have received both a written and a verbal apology about the way customer service treated me

For many years I had operated under the assumption that my rights meant I had up to six years cover if my laptop stopped working.  To me I still maintain that in paying £1500 a laptop should last 2 - 3 years at least.  But seems that the consumer rights act does not give the protection I assumed, under the 'fit for purpose' and 'reasonable length of time' tenets of the act.  

Why did I assume that?  Because when my old PowerBook HD failed after 2.5 years I took it to an Apple shop and they fixed it for free without me asking - I went in expecting to pay.  And maybe I did not read beyond the headlines of consumer rights act articles?  Note - the computer is not an Apple product; it is a Windows based laptop.

I am self-justifying to myself that the outcome is OK because the cost of repair is about the same level of the discount I received courtesy of my defence discount card on the 'civilian' price.  There are great discounts to be had with the defence discount card - makes twenty years service worthwhile.  The invoice shows £1,799 discounted to £1,499.  If only cash back had worked with that purchase too.

Most importantly thank you to all you replied to my first post and for helping me understand my rights - many thanks.

What made you change from Apple where you know the Apple Store will fix software issues on any device  no matter how old it is 

Mx42

I didn't change.  I have been a mac user for years and can never see me changing.  The windows laptop is for one of my kids.  Sadly I was unable to persuade them to join me in the world of Apple. 

MikeJXE

Good for you