Can I request a replacement laptop?

Question

Hello,

I'm still under warranty, it's only been 5 months. My laptop has been repaired twice now and the most recent fix was a power issue (laptop would not turn on). They replaced the motherboard, but ever since that time now the machine is constantly freezing at random times... this is with a fresh install of Win 10 and no applications installed mind you. I haven't been able to use it since buying it because of my problems.

I have been trying to diagnose this problem, but have had no luck. Anecdotal evidence appears to suggest the motherboard replacement had something to do with this. I'm using a fresh install of Win 10 and it freezes at various times, sometimes I do nothing and when I go to move the mouse, the mouse cursor won't move (it's frozen). Oddly enough the trackpad light does light up though, but the screen is frozen. It's frozen during windows updates, during periods of sleep, during idle at the desktop, during games. It happens about 2-3 times a day and only a hard reset (hold power down) does the trick.

I would prefer a new motherboard replacement or just a replacement laptop at this point. Is there someone that can help me?

I'd actually like to use this laptop and install all my software/games so I can work and enjoy my laptop without problems! :)

Thanks

AW15_Owner · Answer

Hi beamermt79,

Thanks for the response. I have an update from last night. Like I said I had put Win 10 on there, fresh install. Win 10 was not the original OS, but is supported by dell, so it should work... however, I was going to put Win 8 (factory restore) to ensure it was still happening before calling them.

I remembered one thing I did after getting the board back and putting a fresh Win 10 on there, I had updated the graphics driver through the GeForce Experience. I uninstalled that last night and put the dell versions of those drivers on the machine.

So far, it passed the overnight test, (didn't freeze) and haven't had any problems thus far with those dell drivers. I'll continue to monitor it over the weekend. So far, so good (knock on wood).

Thanks for the info and help! I'll post an update in a few days.

beamermt79 · Answer

Hello!  So you have 2 problems that I can see.  First off, you are running an OS that Dell does not 'support' on your computer.  It sounds like they did provide updated drivers and will probably continue to do so if they find bugs etc. in them, however in terms of supporting the OS and its crashes and freezes, since the computer did not come with it, they won't touch it.  On that note, have you tried installing the original OS and seeing if the same problems occur?  Windows 10 is really buggy from what I have read and experienced.  On the 2nd note, Dell will replace the computer with a refurbished/tested one after the 3rd attempt to repair it.  You will more then likely have to ask for this, but it is in the service contract last I checked.

beamermt79 · Answer

Awesome!  glad something is going s expected with something new.  If everything is stable for a few days, i'd wait for Nvidia's next iteration of drivers before installing them. I don't think Dell used anything 'custom' on the graphics chips for the laptops so you shouldn't have any issues there.

prcghc · Answer

Have you tried running the diag within the computer?

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Can I request a replacement laptop?

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