Laptop with false specs

lukin

I bought a laptop last week and it was advertised as having 8GB RAM. I didn't check it in the store (stupid of me) and when I came home I saw it only had 4GB RAM.
I needed the laptop in a hurry for something so I didn't want to take it back.
Windows 10 Home Edition was installed on it but I wanted to install Windows Server on it as I needed a laptop with this Operating System on it for something urgent.
I wiped the PC and installed Windows Server on it. It works OK but I would prefer to have the extra 4GB RAM. Do I have any comeback on this?If I take it back will they say "Oh you installed a new Operating System on it so that invalidates the warranty?"
The price of 4GB RAM is €30 so it isn't that much but still.
I could actually get away with not showing them the Operating System as I could open the back and show them the single 4GB stick of RAM instead of the advertised 8GB. I think they are advertising other laptops the same as mine as having 8GB RAM too but I presume they only have 4GB also.

MarkR

The operating system is immateriel really. Do you have proof it was supposed to be 8 gb? First step is to speak to the store really. I'm sure if they made mistake, they can sort you out easily.

lukin

MarkR wrote: »

The operating system is immateriel really. Do you have proof it was supposed to be 8 gb? First step is to speak to the store really. I'm sure if they made mistake, they can sort you out easily.

Yeah I have proof: I have the receipt for the lappie and it states 8GB RAM on it.

Kimbot

Well if the receipt has 8gb then wipe the OS, reinstall win10 and bring it back to them.

lukin

jonnycivic wrote: »

Well if the receipt has 8gb then wipe the OS, reinstall win10 and bring it back to them.

No I am not re-installing Win 10 (I didn't get an install disc anyway). I want to keep Server 2012 on it, that is what I got the laptop for.

mcgovern

lukin wrote: »

No I am not re-installing Win 10 (I didn't get an install disc anyway). I want to keep Server 2012 on it, that is what I got the laptop for.

If you plan on keeping it regardless, why are you asking about returning it?

duffman13

lukin wrote: »

No I am not re-installing Win 10 (I didn't get an install disc anyway). I want to keep Server 2012 on it, that is what I got the laptop for.

If you want your 8gb you'll need to bring it back and do a fresh install on a new laptop. If you want to keep it as is then don't bring it back but you'll be stuck with the 4gb of RAM

minion35

Lurkin: Don't make any changes to the OS. I.E reloading windows as the vendor might have a problem with this. Check in the BIOS and make sure it has 4GB listed, then contact who you bought it off. They should ask you to return it and upgrade the memory.

lukin

mcgovern wrote: »

If you plan on keeping it regardless, why are you asking about returning it?

I don't want to return it, I just want the extra 4GB of RAM (or else a refund of the approximate price of 4GB RAM:€30).
I am not wiping the drive and putting Win10 back on it, it took me ages to install Server 2012 and I had to install SharePoint and SQL 2012 also.
I am not going through all that again. The fact I have changed the OS does not affect the installed memory, if it says 8GB it should have 8GB.

Kimbot

lukin wrote: »

No I am not re-installing Win 10 (I didn't get an install disc anyway). I want to keep Server 2012 on it, that is what I got the laptop for.

Well because you have a different OS on it the shop may think you are trying to pull a fast one so if you want it resolved quickly then the above is the option to go with.

lukin

jonnycivic wrote: »

Well because you have a different OS on it the shop may think you are trying to pull a fast one so if you want it resolved quickly then the above is the option to go with.

I'll take my chances with them but putting Win10 back on it is a no-no anyway.

donegal.

do nothing to it.

take it back. say you've just noticed the lack of ram.

get a new replacement with the correct spec.

reinstall whatever you want on it.

Samuel T. Cogley

While I completely agree the best path is just reinstall and take it back. Win 10 is now a download btw. The OP is entitled to a reduction in price. However if they refuse there is nothing he can do. SmCC procedure is €25.

My concern is there is actually 8gb in there and a bigger problem with the main board.

28064212

lukin wrote: »

I'll take my chances with them but putting Win10 back on it is a no-no anyway.

There is every chance that the very first step the shop's repair team will take is wiping the machine. There's also every possibility that if there was a mistake in the specs, they'll just provide you with a brand new machine rather than install more RAM to the current one.

Basically, if you hand your machine over to the shop, there is zero guarantee of them leaving as-is. They will definitely not provide such a guarantee, and their terms and conditions will cover them no matter what happens. All they need to do is provide you with a machine that has the specs you paid for

MarkR

The amount of memory in the machine has nothing to do with the OS, and can be verified in the bios. Don't wipe it unless you are returning it.

rubadub

I certainly would not reinstall 10 on it. First thing I would do is open it and make look at the RAM, maybe it is simply not seated correctly. Unless its a bugger to get into it. The OP sound likely he would be able to check RAM, you might not even have to take it out if it has it listed on it.

If he had kept win 10 and loaded on loads of stuff and copped the ram was short next week would people still be advising he wipe it completely and reinstall win 10? He does not have to tell them he knew it was short on ram before installing the new OS

my3cents

28064212 wrote: »

There is every chance that the very first step the shop's repair team will take is wiping the machine. There's also every possibility that if there was a mistake in the specs, they'll just provide you with a brand new machine rather than install more RAM to the current one.

Basically, if you hand your machine over to the shop, there is zero guarantee of them leaving as-is. They will definitely not provide such a guarantee, and their terms and conditions will cover them no matter what happens. All they need to do is provide you with a machine that has the specs you paid for

Assuming that the OP has physically checked the amount of RAM and reseated what is present how is reinstalling the OS going to help replacing the RAM that is missing?

28064212

my3cents wrote: »

Assuming that the OP has physically checked the amount of RAM and reseated what is present how is reinstalling the OS going to help replacing the RAM that is missing?

I never said it would help. You're assuming that the person receiving the laptop is competent and actively trying to protect the data.

In reality, the first support person to look at it is likely to be reading off a script that goes something like this:

1. Reboot. Check problem. If not fixed:
2. Restore to factory. Check problem. If not fixed:
3. Escalate

XsApollo

Do not open anything,
Do not reinstall anything,
If you want your ram , bring it back to shop.
I don't think any shop will give you the price difference maybe if it's a small local business, the big stores won't give you anything.
They will more than likely replace it or refund you.

5rtytry56

28064212 wrote: »

In reality, the first support person to look at it is likely to be reading off a script .....

I worked as a first support person in a certain computer manufacturer between 1998 and 1999. In this establishment reading off a script was referred to as "following the process".

Occasionally I was given a stern reprimandfor "not following the process."[/b/

Here's an example:

Person calls to this computer manufacturer's callcentre:

This customer had purchased a computer and epson stylus printer bundle from computer manufacturer.
Person had successfully installed printer driver on computer with Windows 98 on it - pretty intelligent customer really, as I did have customers calling in tears trying to install printer drivers they had bought. They had also successfully installed the ink cartridges.
Customer then tried to print a Windows test page - but it came out blank.
My technical support advice to the customer was to get them to reseat the printer cartridges after removing them and gently tapping each one.
This resolved the issue and the printer printed for the customer
....................TEN MINUTES LATER
A "Senior Technician" came down to me to GIVE ME A BOLLICKING because:
I, in <computer manufacturer> techical support AM ONLY SUPPOSED TO INSTALL PRINTER DRIVERS AND NO MORE - ie, not to reseat printer cartridges: because the PROCESS states that for this issue, I had to refer them to Epson uk, ireland etc.

OP, other posters are just trying to help you.

ShooterSF

rubadub wrote: »

I certainly would not reinstall 10 on it. First thing I would do is open it and make look at the RAM, maybe it is simply not seated correctly. Unless its a bugger to get into it. The OP sound likely he would be able to check RAM, you might not even have to take it out if it has it listed on it.

If he had kept win 10 and loaded on loads of stuff and copped the ram was short next week would people still be advising he wipe it completely and reinstall win 10? He does not have to tell them he knew it was short on ram before installing the new OS

If you open it though and break a seal and find one 4gb stick are you not at risk of the store accusing you of removing the other one it came with?

MarkR

I've never seen a seal on a memory compartment.

sKeith

If you are sure laptop has 4gb, bring it with you back to the store, and show them the receipt where it says 8gb. Don't go changing OS again, just for their benefit. You bought the laptop to do with as you please, which includes wiping the pre-installed OS and putting on one of your choice. It is the hardware you have an issue with, not the software, so you want them to bring you up to the spec you purchased, without effecting your software. That should not be an issue for any half competent PC tech. ( verify the deficiency / upgrade )

sKeith

I remember the technical support was so bad back then, I mostly wouldn't even bother calling them and didn't buy from the big names for many years. It was so bad, they had to really shake it up. There has been a vast improvement from the crap tech support we had back then. most notably improved from 2008 onwards.

5rtytry56 wrote: »

I worked as a first support person in a certain computer manufacturer between 1998 and 1999. In this establishment reading off a script was referred to as "following the process".

Occasionally I was given a stern reprimandfor "not following the process."[/b/

Here's an example:

Person calls to this computer manufacturer's callcentre:

This customer had purchased a computer and epson stylus printer bundle from computer manufacturer.
Person had successfully installed printer driver on computer with Windows 98 on it - pretty intelligent customer really, as I did have customers calling in tears trying to install printer drivers they had bought. They had also successfully installed the ink cartridges.
Customer then tried to print a Windows test page - but it came out blank.
My technical support advice to the customer was to get them to reseat the printer cartridges after removing them and gently tapping each one.
This resolved the issue and the printer printed for the customer
....................TEN MINUTES LATER
A "Senior Technician" came down to me to GIVE ME A BOLLICKING because:
I, in <computer manufacturer> techical support AM ONLY SUPPOSED TO INSTALL PRINTER DRIVERS AND NO MORE - ie, not to reseat printer cartridges: because the PROCESS states that for this issue, I had to refer them to Epson uk, ireland etc.

OP, other posters are just trying to help you.

ssmith6287

Were you given the correct laptop? If so was the 8gb a promo, eg free upgrade to 8gb

sunny2004

you could clone the HDD onto an external drive.

Reset the laptop. and return it..

Personally I would call them, tell them they have left you a ram stick short..
Return it with server on it.. if they complain reformat it and use the cloned drive to reinstall without all the fiddly bits

my3cents

28064212 wrote: »

I never said it would help. You're assuming that the person receiving the laptop is competent and actively trying to protect the data.

In reality, the first support person to look at it is likely to be reading off a script that goes something like this:

1. Reboot. Check problem. If not fixed:
2. Restore to factory. Check problem. If not fixed:
3. Escalate

When did missing parts become a "Support" issue.

The problem is a Sale of Goods one not a technical issue.

lukin

There is definitely only 4GB RAM in it. I took of the back and checked. There are two memory slots; one has a 4GB stick in it and the other is empty.

rubadub

lukin wrote: »

There is definitely only 4GB RAM in it. I took of the back and checked. There are two memory slots; one has a 4GB stick in it and the other is empty.

were they all 8GB, or was the same model sold with 4GB too. I remember a friend got one in work for home use and the ram came in another box inside the main box as it was an upgrade. Since it was bought via work I suppose they thought some IT guy would have no problem installing it.

Sounds like you would have spotted that though.

ssmith6287

whats the model number on the laptop?

ytpe2r5bxkn0c1

I'm not being smart but have you asked them?

28064212

my3cents wrote: »

When did missing parts become a "Support" issue.

The problem is a Sale of Goods one not a technical issue.

Sale of Goods resolutions are repair, replace or refund. Replace and refund are obviously not going to be of much use in this situation, and what department do you imagine are going to be handling a repair? Even if they do have a competent person looking at it, what if they open up and the reason it only has 4GB is because the other RAM slot doesn't work and was supposed to be sold as a refurb? What if it's cheaper for them to simply replace it with a model they already have available, and resell the 4GB machine?

I'm not saying that the machine will definitely be wiped no matter what. I'm saying that sending it back to the retailer with data on it that you need would be incredibly stupid.

lukin

ssmith6287 wrote: »

whats the model number on the laptop?

The service tag is J09ZG52

lukin

Levi Juicy Knitter wrote: »

I'm not being smart but have you asked them?

No I would just rather call in and ask them in person.

my3cents

lukin wrote: »

The service tag is J09ZG52

Assuming thats a Dell, I'm not nosy enough to check, then from the support page you can run the tool that gives you the current config. Print that out and hand it to the supplier to show what RAM is the the system.

Dravokivich

With different ram, it's possible you've been handed the wrong box when purchasing it. So I wouldn't get all sentimental about anything you've done on it. Just make sure you can backup everything you've done and go back to the shop looking to get the right one.

LariToper

Definitely leave it as is. It may have voided your manufacturers warranty (it also mightn't have), but that's irrelevant seeing that you were mis-sold the product. I'd be interested to see what happened here, are the specs on the side of the box? Wonder if it has 2 x 2gb cards or 1 x 4gb card (where a second card may have gone missing at some stage).

rubadub

LariToper wrote: »

Wonder if it has 2 x 2gb cards or 1 x 4gb card (where a second card may have gone missing at some stage).

I was advising to check, he said he did and one slot was empty and the other had a single 4GB.

People were saying not to "break the seal", and MarkR said he has never seen a seal on a memory compartment, neither have I.

I am still wonder why so many people thanked the post saying to reinstall Win10, maybe I am missing something here?

On most laptops the RAM is supposed to be a changeable part, so no "service only" seals on it. (though I mentioned I would not if it was a bugger to get into, e.g. some tiny laptop with no readily accessible memory area)

It would be similar to someone saying they bought a car which was supposed to come with a spare wheel in the boot as standard, and the car having some "spare wheel" detection light in the front. The light is not lit up so the new owner suspects there is no spare wheel, and people are saying "well jaysus, do not go open the boot to check whatever you do, you might break the seal!" (people advising not to check for the ram to see if it is seated correctly). And the people saying to reinstall win10 is the equivalent of saying "better get a new set of tyres on that car, and wind the mileometer back, you do not want them thinking you went actually driving it for a day and only them discovered the spare wheel was missing".

They could have got the car resprayed and the roof cut off, I would still expect to get my missing spare wheel. Its not like it has the incorrect onboard graphics card, which would be more like a car having the incorrect motor installed, which would be a big deal (and still not the buyers fault for not inspecting on day 1), its just ram.

my3cents

OP from your service tag the configuration reads to me that the system was supplied with 4GB of RAM and a 1TB HDD.

I mention the 1TB HDD as its not part of the base unit there won't be any RAM in the base unit either so you get the RAM as detailed in the components (TM98X : Module,Dual In-Line Memory Module,4GB,1X4G,1600MHZ,DDR3).

ssmith6287

my3cents wrote: »

OP from your service tag the configuration reads to me that the system was supplied with 4GB of RAM and a 1TB HDD.

I mention the 1TB HDD as its not part of the base unit there won't be any RAM in the base unit either so you get the RAM as detailed in the components (TM98X : Module,Dual In-Line Memory Module,4GB,1X4G,1600MHZ,DDR3).

My thinking there, they simply gave you the wrong laptop. Do all of the other specs match up eg cpu type/speed, hdd, gpu?

Also in my experience the longer you leave it the the less chance you have of rectifying the problem. E.g if you have the laptop a month then we can assume it has worked fine and well, if you present with a stick of RAM missing then whos to say you simply didn't take it out and are chancing your arm, also in this case where there's potential for the wrong machine been handed out, who to say you didn't buy a lesser model and are now chancing your arm to try and get a better model. Im not accusing you but if you want it fixed then get it sorted asap or forever hold your peace

sKeith

Invoice/Receipt says 8gb. Dell tag number says machine shipped to them with 4GB. A mistake was made by reseller and they should easily recognise their mistake and upgrade your machine to 8GB.
I'd prefer 1 stick of 8GB, but they are likely to just give you another stick of 4GB. If you want to upgrade ram yourself again later, you will need to discard some ram if all slots are full.

lukin

I called in yesterday with the lappie and told them about the RAM. They apologised and agreed to give me 8GB RAM. They won't have it until Monday however. They didn't boot it up, I just showed them the single stick inside so they didn't know about the new OS I installed on it.

ssmith6287

lukin wrote: »

I called in yesterday with the lappie and told them about the RAM. They apologised and agreed to give me 8GB RAM. They won't have it until Monday however. They didn't boot it up, I just showed them the single stick inside so they didn't know about the new OS I installed on it.

Result

lukin

ssmith6287 wrote: »

Result

Hopefully. Obviously when I visit them on Monday and they stick the new RAM in they will have to boot the laptop up to see if it is recognised in My Computer.
At that stage they will see I have installed a new OS in it.
They will hardly tell me to "*** off" and take the RAM out again (I hope).

sKeith

lukin wrote: »

Hopefully. Obviously when I visit them on Monday and they stick the new RAM in they will have to boot the laptop up to see if it is recognised in My Computer.
At that stage they will see I have installed a new OS in it.
They will hardly tell me to "*** off" and take the RAM out again (I hope).

On boot, tap F12, it'll enter a one time boot menu.
Choose diagnostics.
It'll show amount of RAM and test it. Can take up to an hour to complete.
Or choose Enter Bios. You can see amount of RAM there.

You do not need to boot into OS, but so what if you do. The only issue the staff will have is that they are unfamiliar with the OS, not that its not okay to have it. You have every right to have no operating system on the computer if you wanted to, or linux, or esxi.

rubadub

And try and get the single 8GB stick as sKeith mentioned.

mada82

What's with all the over complicated stuff here. Ring the shop tell them 4gb ram is missing.

They will probably just offer you another stick to put in.

If they want to replace the laptop then do a clone or system image before bringing it back.

Stop second guessing what they will do and just ring them.

L1011

rubadub wrote: »

And try and get the single 8GB stick as sKeith mentioned.

Some systems have higher performance when using paired memory instead of single sticks.

donegal.

lukin wrote: »

Hopefully. Obviously when I visit them on Monday and they stick the new RAM in they will have to boot the laptop up to see if it is recognised in My Computer.
At that stage they will see I have installed a new OS in it.
They will hardly tell me to "*** off" and take the RAM out again (I hope).

Why would they care?

Dravokivich

OP, Are you sure it's only the ram that's different? They wouldn't assemble these in a shop. if you've been handed a laptop with different spec RAM, chances are a few other things will be different too. Such as the CPU.

daheff

rubadub wrote: »

And try and get the single 8GB stick as sKeith mentioned.

how about see what should be shipped with it and ask for that??

then you've gotten what you paid for.