I received a defective laptop, I'm requesting a refund

[Marco50894]

Hello, I am a long time HP Customer and bought my first laptop back in 2011. This year in February, I bought an HP Envy 15.6" Nvidia GeForce 3060 laptop through the HP Online store. The first time I used the laptop I got a bluescreen, and the crashes persist.  These frequent bluescreens reported to come from the Nvidia graphics card. Some of the keyboard keys also stopped working. I am using the On-Screen keyboard to type this. I contacted HP technical support and received a System Recovery key that I set up with a tech, but it did not solve these hardware issues. 

I am requesting a refund for this defective laptop.

[ub6424]

Hello @Marco50894 

Sorry to hear that you are having problems ... I would like to help you.

There is still hope if you tell me the following information and I will check the system configuration:

(1) Run    msinfo32

- Select <System Summary>:

- copy/paste to following key/values pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

BIOS Version/Date

(2) Please report your results

[Marco50894]

OS Name Microsoft Windows 10 Home

Version 10.0.19044 Build 19044

System Model HP ENVY Laptop 15-ep1xxx

System SKU 51N15UA#ABA

BIOS Version/Date AMI F.10, 8/18/2021

As far as the HP phone technicians and I could tell this was a hardware issue that could not be fixed by the System Recovery USB they also sent me.

[ub6424]

Hello @Marco50894 

Please follow instructions ...

(1) Update BIOS

HP Notebook System BIOS Update (Intel Processors)

F.12 Rev.A

10.3 MB

Jun 30, 2022

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues: 

• An available BIOS update resolves a specific issue or improves computer performance.
• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update.

"

(2) Reboot

(3) Let BIOS be installed until it's completely done !

(4) Install/Update

Intel Chipset Installation Utility and Driver

10.1.34.8 Rev.A

0.5 MB

May 16, 2021

Download

Intel Dynamic Tuning Driver

8.7.10401.16510 Rev.C

7.1 MB

Dec 31, 2020

Download

Intel Gaussian and Neural Accelerator Driver

2.00.00.1097 Rev.A

0.6 MB

May 17, 2021

Download

Intel Management Engine Interface (MEI) Driver

2108.100.0.1053 Rev.A

17.2 MB

May 16, 2021

Download

Intel Serial IO Driver

30.100.2104.1 Rev.A

0.8 MB

May 17, 2021

Download

Intel Thunderbolt Controller Driver

1.41.1094.0 Rev.A

29.9 MB

May 16, 2021

Download

(5) Reboot

(6) Install/Update

Intel High-Definition (HD) Graphics Driver

27.20.100.9664 Rev.A

380.0 MB

Aug 6, 2021

Download

NVIDIA Graphics Driver

27.21.14.6235 Rev.A

834.8 MB

May 19, 2021

Download

Realtek High-Definition (HD) Audio Driver

6.0.9147.1 Rev.A

634.7 MB

May 17, 2021

Download

(7) Reboot and test the system stability

(8) Please report your results