HP Pavilion 14-ce3511sa (faulty motherboard or model)

[Ernest_R]

Hello everyone, 

I purchased my laptop - HP Pavilion 14-ce3511sa - last year. Unfortunately, it broke down a few months ago. Every time I would switch it on, the screen would freeze within a few minutes, and the computer would not work. I was spending the summer in Serbia. So, I gave it to HP's authorised centre there (Nepo System) back in June. They diagnosed it and said that the problem was with the motherboard and that it needed to be replaced. So, they ordered a new motherboard from HP and installed it, all of which I paid for, as the laptop's warranty had already expired. However, while it was now working, the freezing issue persisted. Every now and then, when I would try to bring the laptop back from the sleep mode or when I would lift it up to move it from one place to another, the screen would freeze again. So, I would then have to reset the laptop manually. The people at HP's authorised centre there acknowledged that this should not be happening. They ran another set of tests on it and told me that the problem was with the motherboard (the new motherboard that they had ordered from HP).

Either HP provided me with a faulty motherboard,

or this HP model is faulty (which is possible as I once bought an HP ultrabook, about ten years ago, and it broke down very quickly, as opposed to a regular HP laptop I bought later, which served me 5+ years)

or HP's partners at this authorised centre are doing something they should not be doing.

I must find out, which one it is. 

It has now been over two months, and this situation has caused me a lot of problems with work (as I need my laptop for work every day) and stress. Nevertheless, I would like to resolve this amicably.

Please, help me resolve this.

[Nirvana_95]

Hi @Ernest_R

Welcome to the HP Support Community. I'd like to help!  

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details). 

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