2 week old laptop already needs to reinstall Windows

[fritzthedog]

Received a new laptop about 2 weeks ago and the audio does not work.  Today, after an hour with tech support chat (they were great), After an hour of running all the diagnostics, I was told the only fix is a Windows 11 installation.

I expected a fully functional product, not one I’d need to repair myself. This situation falls outside normal warranty conditions—it’s a defective unit received within the typical return window.  But per tech support, my warranty doesn't offer a replacement.  This seems like a very poor customer service requirement - would be different if 6 months from now.  Also, tried to submit the form at Connect with HP and the form is requiring a business - I am a person, not a business.  This has been a completely frustrating experience

[Raj_05]

Hi @fritzthedog,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It's frustrating to encounter audio issues right after purchasing a new laptop. especially if you're within the return window and are considering the next steps.

Return/Exchange Policies: Check the retailer's or HP's return policy as outlined at the time of purchase. Many retailers have a specified period for returns or exchanges if items are defective upon arrival.

Warranty Terms: While the situation should typically fall within warranty coverage, especially as a defective product right from the start, you might need to clarify the warranty terms with HP Customer Support directly, emphasizing that the defect was present upon receipt.

Reinstallation of Windows 11:

• Reinstalling the operating system can sometimes resolve driver conflicts or software issues. However, it's understandable that you may not want to perform this action on a new unit. If you choose this route, ensure you back up any data before proceeding.

I hope this helps.

Take care and have a good day.

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