'New' HP Laptop Issues

Only

So this is a bit of a saga .... bought a HP (i5 processor) from Currys online in January ... Worked ok for a short while and then it became very slow and unresponsive (I have a similar spec ASUS which is 2-3 years old and is MUCH more responsive) ... Pages stall, needs resratting etc.
Rang Tech a few times - got me to reset to factory ... long story short ended up sending it back to them in June - they updated some software etc ... startup etc was grand for a few weeks or so after we got it back ... Back to August and Laptop slowed down and then just will not turn on at all ... Phoned Currys again ... got me to do something with taking out battery and eventually got it restarted and was working ok .... NOW same thing happening again - Phoned Currys (1 hour on the phone!!) ... Tells me it must be a software problem which the guarantee Doesnt cover!!!
Wanted me to buy a careplan .... BUT they wont sell it online ... I'm nowhere near a Currys (was told they would sort it all out with this).
Got on to another Currys Guy and got me to do a Windows Factory Reset .. .Worked OK for a day and now its the same story ... near impossible to turn it on and unresponsive.....

Can anyone advise me please?
Can Currys just wash their hands of this?

The Laptop is literally only used for internet and kids games ... They checked for Viruses (remote log-in) and none found in August so thats not the issue.

Any and all help greatly appreciated ... am about to go out and but another Laptop as I NEED a working one but I dont want to just give up on this one as it wasnt cheap (imo)

Alanstrainor

No. This laptop is under warranty and should be fixed by Curry's if it is indeed a hardware problem. Can you also let us know the exact model number of this laptop, or link to it on Currys online if that is easier.

It would be helpful if you gave us a very specific description of the problem. There is a chance this is a hardware issue, but there is also a chance that you are installing something that is slowing this machine down to a crawl.

Only

Alanstrainor wrote: »

No. This laptop is under warranty and should be fixed by Curry's if it is indeed a hardware problem. Can you also let us know the exact model number of this laptop, or link to it on Currys online if that is easier.

It would be helpful if you gave us a very specific description of the problem. There is a chance this is a hardware issue, but there is also a chance that you are installing something that is slowing this machine down to a crawl.

Hi, The model number is t5-bs158sa - we have literally NOTHING downloaded on it ... its purely used for internet browsing / youtube and the likes of Slitherio . The only thing we ever downloaded on it was Malware and antivirus but thats not even on it now. There is nothing at all saved on the Laptop.
When they logged on remotely they could find no virus issues or anything so it wasn't anything we had done iykwim.
Today it is hit and miss if it will turn on ... it wouldn't turn on at all earlier but I just spoke to my OH and it is on and working ok now .... the issues have been right from the beginning few weeks.

Alanstrainor

Only wrote: »

Hi, The model number is t5-bs158sa - we have literally NOTHING downloaded on it ... its purely used for internet browsing / youtube and the likes of Slitherio . The only thing we ever downloaded on it was Malware and antivirus but thats not even on it now. There is nothing at all saved on the Laptop.
When they logged on remotely they could find no virus issues or anything so it wasn't anything we had done iykwim.
Today it is hit and miss if it will turn on ... it wouldn't turn on at all earlier but I just spoke to my OH and it is on and working ok now .... the issues have been right from the beginning few weeks.

Given what you have said you need to go into the store you bought it from with the receipt if you have it and ask for a replacement. My understanding of Irish consumer law is the following:

The shop can offer a repair/refund/replacement at their discretion the first time the issue presents itself.

But if the problem persists then you can request a refund or replacement.

Given this has already been repaired once, you should be entitled to either a refund or replacement.

https://www.ccpc.ie/consumers/shopping/faulty-goods/

I would go in an push hard on this one. If they won't budge then you will just have to say you will take this to the small claims court and get sorted that way.

Only

Alanstrainor wrote: »

Given what you have said you need to go into the store you bought it from with the receipt if you have it and ask for a replacement. My understanding of Irish consumer law is the following:

The shop can offer a repair/refund/replacement at their discretion the first time the issue presents itself.

But if the problem persists then you can request a refund or replacement.

Given this has already been repaired once, you should be entitled to either a refund or replacement.

https://www.ccpc.ie/consumers/shopping/faulty-goods/

I would go in an push hard on this one. If they won't budge then you will just have to say you will take this to the small claims court and get sorted that way.

I bought it online from Currys PC World so they wont deal with me instore afaik - also, going by previous experience from Currys (a fridge / freezer issue ... I swore I would never deal with Currys again) I don't hold out much hope .... I will ring them again and ask for a replacement (but they are saying there are no hardware issues and the issue is software which is not covered) ... I'm totally exasperated tbh.

Alanstrainor

Only wrote: »

I bought it online from Currys PC World so they wont deal with me instore afaik - also, going by previous experience from Currys (a fridge / freezer issue ... I swore I would never deal with Currys again) I don't hold out much hope .... I will ring them again and ask for a replacement (but they are saying there are no hardware issues and the issue is software which is not covered) ... I'm totally exasperated tbh.

This is your machine which is actually very well spec'd. It shouldn't be slow really:

https://support.hp.com/gb-en/document/c05817137

I would follow HP's troubleshooting options here:

https://support.hp.com/us-en/topic/diagnostics?category=computing&issue=lockup-issues

There's a performance tune up check on that page, follow the steps to run it and see what it says.

There is a 'more solutions' tab which offers a hardware diagnosis which is really what you want to run. Although I would recommend running both.

Hopefully one or the other will get you more information. As it stands, I don't think you have enough information to say that this is indeed a hardware issue, even though you have reinstalled the system already.

NSAman

Only wrote: »

I bought it online from Currys PC World so they wont deal with me instore afaik - also, going by previous experience from Currys (a fridge / freezer issue ... I swore I would never deal with Currys again) I don't hold out much hope .... I will ring them again and ask for a replacement (but they are saying there are no hardware issues and the issue is software which is not covered) ... I'm totally exasperated tbh.

Small claims court. the information given to you is correct. Persistent problem should be rectified by retailer.

Small claims court will back you on this one if Curry's do not. As the retailer, they are obliged to rectify the situation, not the softwear company and not the manufacturer.

Alanstrainor

NSAman wrote: »

Small claims court. the information given to you is correct. Persistent problem should be rectified by retailer.

Small claims court will back you on this one if Curry's do not. As the retailer, they are obliged to rectify the situation, not the softwear company and not the manufacturer.

Yes. I was going to raise this point, but I felt it would be a good idea to do some diagnostics first. OP, if you mention the words small claims court they might just give in. And even if they don't and want to fight it, the small claims court is a really easy thing to setup and go through. I would absolutely recommend this as a step if all else fails.

MarkR

If a factory reset resolves the problem each time, I can't see it being a hardware issue.

Is this purely an online issue? Is it slow doing all tasks, or just websites etc?

jhud

Are you installing an antivirus on machine sometimes there is one already installed and with two can cause a really slow computer

Only

jhud wrote: »

Are you installing an antivirus on machine sometimes there is one already installed and with two can cause a really slow computer

I have left off the antivirus since I got it back in June.

Only

MarkR wrote: »

If a factory reset resolves the problem each time, I can't see it being a hardware issue.

Is this purely an online issue? Is it slow doing all tasks, or just websites etc?

It's slow to even just open the tabs or start up... before it was sent back in June it was taking 3-4 mins to just get the home screen. Half the time the mouse gets 'stuck' and won't move.

Only

Alanstrainor wrote: »

Yes. I was going to raise this point, but I felt it would be a good idea to do some diagnostics first. OP, if you mention the words small claims court they might just give in. And even if they don't and want to fight it, the small claims court is a really easy thing to setup and go through. I would absolutely recommend this as a step if all else fails.

Thanks all... I will run the diagnostics first and see what happens. I'm not very technical but can follow instructions so hopefully it won't be too confusing.

Alanstrainor

Given what you've said here in terms the exact behaviour you're seeing. I would put my money on hard disk failure. Extremely slow boot times and even failing to boot points to a hard disk that is in trouble. See what the HP hardware fault diagnostics do and take it from there.

magentis

Or download crystal disk info and check the hdd health.

By any chance would the machine be running two antivirus installs?

If it was me and a Windows 10 machine,I would just download the latest edition of 10 via the media creation tool and start fresh.

Only

I'm a small bit lost on the diagnostics / media creation tool - haven't had a chance to look into it properly but will try again tomorrow.

Def dont have 2 Antivirus on it together ... have none at all at the minute (since the factory reset).