Faulty new laptop

born_again

MrPez said:

LightFlare said:

Could easily be a software issue as opposed to hardware 

I would start with a fresh system install and the gradually reinstall any programs untill the problem occurs again.

Are all updates and drivers up to date ?

Are you using any commercial antivirus? If so start with uninstalling that

The only non-standard software I'm using is VMWare. I tried taking that off but no difference.
Everything I can update has been done.
I've got Malwarebytes and Sophos on the machine (not running together) and it has happened without Malwarebytes installed.
The difficulty is that it is very sporadic. Can happen within minutes and then can go a week without anything so quite difficult to troublshoot.

Remove that, Windows 11 has very good built in anti virus.

No need for any 3rd party anti virus.

Malwarebytes is a different beast.

Olinda99

have you looked at the windows event log

also, is there a bios event log (I don't know the answer to that)?

also, for my money, faulty memory is the most likely suspect. Run a memory tester eg

https://www.techrepublic.com/article/how-to-detect-bad-ram-with-the-windows-memory-diagnostic-tool/

If easy, remove / swap memory modules see if you can find the faulty one

Finally, ask for this to be moved to techie board where you will get expert help

voluted

Olinda99 said:

have you looked at the windows event log

also, is there a bios event log (I don't know the answer to that)?

also, for my money, faulty memory is the most likely suspect. Run a memory tester eg

https://www.techrepublic.com/article/how-to-detect-bad-ram-with-the-windows-memory-diagnostic-tool/

If easy, remove / swap memory modules see if you can find the faulty one

Finally, ask for this to be moved to techie board where you will get expert help

Most laptops have soldered-in RAM nowadays.  As the spec sheet says "(onboard)" I'm guessing this does too so if the RAM is faulty it won't be as easy as swapping it unfortunately.

MrPez

Thanks folks, and sorry I didn't realise there had been more replies. 

I'll certainly check the windows event log and see if anything turns up. 

I don't intend to be opening the machine up though, too new for that. That will be down to HP. 

And while the techie help is much appreciated, the question was mainly about consumer rights in terms of repaira/refunds so probably best suited to leave here. 

Cheers all 

MrPez

born_again said:

MrPez said:

LightFlare said:

Could easily be a software issue as opposed to hardware 

I would start with a fresh system install and the gradually reinstall any programs untill the problem occurs again.

Are all updates and drivers up to date ?

Are you using any commercial antivirus? If so start with uninstalling that

The only non-standard software I'm using is VMWare. I tried taking that off but no difference.
Everything I can update has been done.
I've got Malwarebytes and Sophos on the machine (not running together) and it has happened without Malwarebytes installed.
The difficulty is that it is very sporadic. Can happen within minutes and then can go a week without anything so quite difficult to troublshoot.

Remove that, Windows 11 has very good built in anti virus.

No need for any 3rd party anti virus.

Malwarebytes is a different beast.

That's interesting, I wasn't aware! 

LightFlare

MrPez said:

Thanks folks, and sorry I didn't realise there had been more replies. 

I'll certainly check the windows event log and see if anything turns up. 

I don't intend to be opening the machine up though, too new for that. That will be down to HP. 

And while the techie help is much appreciated, the question was mainly about consumer rights in terms of repaira/refunds so probably best suited to leave here. 

Cheers all 

Your rights are to be able to return a faulty product (with various caveats etc)

If you have made ANY software changes other than to switch the machine on however - it may be difficult to argue that the machine is inherently faulty

Doing a factory reset is a good starting point to building the premise that the fault is inherent as opposed to being caused by any changes you have made.

It may depend on the particular retailer - some are far more generous with this aspect than others

MrPez

Update and request for further advice:

I reset the laptop completely and it didn't help so I sent it back for repair to a company called Flextronics (I liaised with HP, who I bought it from). 

They had it for 1 day, said they repaired it (but gave no details) and dispatched it via DPD. That was 2 weeks ago and since then it has been lost in the ether. Problem is they are dispatching it to a DPD collection point but won't allow the driver to leave it there - presumably for security. It then bounces back to Flextronics and the cycle starts again. 

I never actually told them to send it to a collection point (although this is definitely the most convenient for me) but that is where I dropped it off and they just decided that's where they would return it. 

I've lost count on how many times I've gone through everything on the WhatsApp chat and I'm not getting anywhere. I've tried escalating and making a formal complaint but I've had no reply whatsoever since doing that. It is currently on its way back to Flextronics for the 4th time. 

I'm done with it now and want a refund since they seem unwilling/unable to return it to me. 

I said in my last correspondence that I want a refund if it doesn't reach me by tomorrow (which it won't). 

How best to proceed? 

born_again

MrPez said:

Update and request for further advice:

I reset the laptop completely and it didn't help so I sent it back for repair to a company called Flextronics (I liaised with HP, who I bought it from). 

They had it for 1 day, said they repaired it (but gave no details) and dispatched it via DPD. That was 2 weeks ago and since then it has been lost in the ether. Problem is they are dispatching it to a DPD collection point but won't allow the driver to leave it there - presumably for security. It then bounces back to Flextronics and the cycle starts again. 

I never actually told them to send it to a collection point (although this is definitely the most convenient for me) but that is where I dropped it off and they just decided that's where they would return it. 

I've lost count on how many times I've gone through everything on the WhatsApp chat and I'm not getting anywhere. I've tried escalating and making a formal complaint but I've had no reply whatsoever since doing that. It is currently on its way back to Flextronics for the 4th time. 

I'm done with it now and want a refund since they seem unwilling/unable to return it to me. 

I said in my last correspondence that I want a refund if it doesn't reach me by tomorrow (which it won't). 

How best to proceed? 

It seems odd that a company that HP tells you to return laptop to, does not have DPD picking up from their site.

I would complain to HP & get them involved, as they are their chosen partner in this case.

sheramber

born_again said:

MrPez said:

Update and request for further advice:

I reset the laptop completely and it didn't help so I sent it back for repair to a company called Flextronics (I liaised with HP, who I bought it from). 

They had it for 1 day, said they repaired it (but gave no details) and dispatched it via DPD. That was 2 weeks ago and since then it has been lost in the ether. Problem is they are dispatching it to a DPD collection point but won't allow the driver to leave it there - presumably for security. It then bounces back to Flextronics and the cycle starts again. 

I never actually told them to send it to a collection point (although this is definitely the most convenient for me) but that is where I dropped it off and they just decided that's where they would return it. 

I've lost count on how many times I've gone through everything on the WhatsApp chat and I'm not getting anywhere. I've tried escalating and making a formal complaint but I've had no reply whatsoever since doing that. It is currently on its way back to Flextronics for the 4th time. 

I'm done with it now and want a refund since they seem unwilling/unable to return it to me. 

I said in my last correspondence that I want a refund if it doesn't reach me by tomorrow (which it won't). 

How best to proceed? 

It seems odd that a company that HP tells you to return laptop to, does not have DPD picking up from their site.

I would complain to HP & get them involved, as they are their chosen partner in this case.

I don’t think it is the pick up that is the problem.

The OP sent it back by dropping off at a collection point.

Flextronics are returning it to that collection point , as that is where it came from. rather than sending it to the OP’s address.

DPD  drivers are not allowed to leave it at the collection point (not secure?, unmanned?). so they return it to Flextronicswho repeatedly are sending it back to the collection point.

MrPez

sheramber said:

born_again said:

MrPez said:

Update and request for further advice:

I reset the laptop completely and it didn't help so I sent it back for repair to a company called Flextronics (I liaised with HP, who I bought it from). 

They had it for 1 day, said they repaired it (but gave no details) and dispatched it via DPD. That was 2 weeks ago and since then it has been lost in the ether. Problem is they are dispatching it to a DPD collection point but won't allow the driver to leave it there - presumably for security. It then bounces back to Flextronics and the cycle starts again. 

I never actually told them to send it to a collection point (although this is definitely the most convenient for me) but that is where I dropped it off and they just decided that's where they would return it. 

I've lost count on how many times I've gone through everything on the WhatsApp chat and I'm not getting anywhere. I've tried escalating and making a formal complaint but I've had no reply whatsoever since doing that. It is currently on its way back to Flextronics for the 4th time. 

I'm done with it now and want a refund since they seem unwilling/unable to return it to me. 

I said in my last correspondence that I want a refund if it doesn't reach me by tomorrow (which it won't). 

How best to proceed? 

It seems odd that a company that HP tells you to return laptop to, does not have DPD picking up from their site.

I would complain to HP & get them involved, as they are their chosen partner in this case.

I don’t think it is the pick up that is the problem.

The OP sent it back by dropping off at a collection point.

Flextronics are returning it to that collection point , as that is where it came from. rather than sending it to the OP’s address.

DPD  drivers are not allowed to leave it at the collection point (not secure?, unmanned?). so they return it to Flextronicswho repeatedly are sending it back to the collection point.

Yeah, that's exactly what's happening. 

All my communication has been with HP, I have no contact details for flextronics and can't even speak to a person a DPD.