Do you think they'll approve my RMA request?

[spellflower]

Hiii so I got this really cool laptop for three grand and it was running games really well, but windows wasn't updating at all, and there was crackling in the audio and the touchpad responsiveness was kinda bad, recently the big charger thing stopped working, I emailed and they were going to replace it but then my laptop got blue screen, and lots of problems, so microsoft guy took control over it and failed to repair windows twice, and then did some kind of install that took out all my drivers and everything? I struggled a lot to get wifi back on, and now the laptop is overheating, charging sometimes, the fps is half of what it used to be, and touchpad and sound problems persist...I asked for RMA and for them to just check everything is okay and just wipe everything and do fresh install so it goes back to how it was out the box? I'm really anxious, I saved up so long and even paid for gold warranty, but what if they reject it? I haven't been able to sleep because this was such huge purchase and I'm worried I might have done something wrong? The windows wasn't updating at all from the start, but I thought maybe it would resolve itself but it didn't...should I have spoken up sooner, before the charging problem and sound and touchpad got so bad?

 

[SpyderTracks]

Hiii so I got this really cool laptop for three grand and it was running games really well, but windows wasn't updating at all, and there was crackling in the audio and the touchpad responsiveness was kinda bad, recently the big charger thing stopped working, I emailed and they were going to replace it but then my laptop got blue screen, and lots of problems, so microsoft guy took control over it and failed to repair windows twice, and then did some kind of install that took out all my drivers and everything? I struggled a lot to get wifi back on, and now the laptop is overheating, charging sometimes, the fps is half of what it used to be, and touchpad and sound problems persist...I asked for RMA and for them to just check everything is okay and just wipe everything and do fresh install so it goes back to how it was out the box? I'm really anxious, I saved up so long and even paid for gold warranty, but what if they reject it? I haven't been able to sleep because this was such huge purchase and I'm worried I might have done something wrong? The windows wasn't updating at all from the start, but I thought maybe it would resolve itself but it didn't...should I have spoken up sooner, before the charging problem and sound and touchpad got so bad?

Have you serviced it since you've had it?

Can you copy and paste your full specs from the order page on your account?

 

[spellflower]

I...I don't know what is servicing? I clean the keyboard and make sure the fans are nice and not dirty? I don't leave it on for too long and don't move it from my desk that has cooling fan pad thingy? I really love my laptop, I saved up for the best possible one so I wouldn't have to worry about these sorts of things for a while, like something that can last me ten years? I'm so anxious about this.

Chassis & Display
Recoil Series: 17" Matte QHD 240Hz sRGB 100% LED Widescreen (2560x1600)
Processor (CPU)
Intel® Core™ i9 24 Core Processor 13900HX (5.4GHz Turbo)
Memory (RAM)
64GB Corsair 4800MHz SODIMM DDR5 (2 x 32GB)
Graphics Card
NVIDIA® GeForce® RTX 4090 - 16.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive
4TB CORSAIR MP600 PRO NVMe PCIe M.2 SSD (up to 7000 MB/R, 6850 MB/W)
2nd M.2 SSD Drive
4TB CORSAIR MP600 PRO NVMe PCIe M.2 SSD (up to 7000 MB/R, 6850 MB/W)
Memory Card Reader
Integrated SD Memory Card Reader
AC Adaptor
1 x 330W AC Adaptor
Power Cable
1 x 1.5 Metre UK Power Cable (Kettle Lead)
Battery
Recoil Series Integrated 99WH Lithium Ion Battery
Thermal Paste
LIQUID METAL PERFORMANCE COOLING
Sound Card
Nahimic by SteelSeries 2 Channel HD Audio
Bluetooth & Wireless
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6E AX211 (2.4 Gbps) + BT 5.3
USB/Thunderbolt Options
1 x THUNDERBOLT 4 PORT + 3 x USB 3.2 PORTS
Keyboard Language
RECOIL 17 SERIES RGB BACKLIT UK KEYBOARD
Operating System
Windows 11 Home 64 Bit - inc. Single Licence
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10/11 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
Norton 360 inc. Game Optimizer - Free 90 Day License
Browser
Google Chrome™
Notebook Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED 1MP HD WEBCAM
Warranty
3 Year Gold Warranty (2 Year Collect & Return, 2 Year Parts, 3 Year Labour)
Dead Pixel Guarantee
1 Year Dead Pixel Guarantee Inc. Labour & Carriage Costs
Delivery
TIMED DELIVERY TO UK MAINLAND - MON-FRI (BEFORE 2PM)
Build Time
FAST TRACK 3 WORKING DAY DISPATCH

 

[TonyCarter]

I'm guessing something that powerful is probably seriously overheating and throttling without a liquid cooler.

 

[spellflower]

I'm guessing something that powerful is probably seriously overheating and throttling without a liquid cooler.

But it never did that before with much more intensive games, not that I play anything more intensive than Elder Scrolls Online or Baldur's Gate 3. Right now I'm testing fps on Moonstone Island, a...pixel indie game and it's half it was before? Dragon Age Inquisition too, 300fps benchmark went down to 100 while fans get so loud. I'm so worried.

 

[SpyderTracks]

But it never did that before with much more intensive games, not that I play anything more intensive than Elder Scrolls Online or Baldur's Gate 3. Right now I'm testing fps on Moonstone Island, a...pixel indie game and it's half it was before? Dragon Age Inquisition too, 300fps benchmark went down to 100 while fans get so loud. I'm so worried.

Yeah, it will have been hugely overheating for an extended period by now, may well have caused damage after so long sustained overheating.

 

[spellflower]

Yeah, it will have been hugely overheating for an extended period by now, may well have caused damage after so long sustained overheating.

But it wasn't overheating? I was checking in the control center and the temp never went up above 50c for the processor and 30c for everything else? The overheating is new and started last night right after the microsoft guy did two botched windows 11 fixes and then one that wiped all my drives? I don't really...what do I do now? Does this mean they aren't going to help me sort it out? Like...I saw the temp reached 60c and immediately turned it off and went for support? Did those five minutes break something?

 

[SpyderTracks]

But it wasn't overheating? I was checking in the control center and the temp never went up above 50c for the processor and 30c for everything else?

Lols, that's BECAUSE it's thermal throttling, it's having to nerf performance to keep the temps within safe limits. If it was running properly, the cpu would be around 90c and the GPU around 84c

Does this mean they aren't going to help me sort it out?

Not something we can answer, none of us work for PCS, you'd have to ask them. But if it's been used without a cooler, that's against the recommendations of PCS, so may fall out of warranty.

 

[spellflower]

Lols, that's BECAUSE it's thermal throttling, it's having to nerf performance to keep the temps within safe limits. If it was running properly, the cpu would be around 90c and the GPU around 84c


Not something we can answer, none of us work for PCS, you'd have to ask them. But if it's been used without a cooler, that's against the recommendations of PCS, so may fall out of warranty.

Please don't laugh at me? so it was never overheating ever, but now it has some sort of heat damage that is now taking into effect making it weaker? and what do you mean used without a cooler? I have it? And it never reached high temps? But did you really ask me to post my specs and everything to laugh at me when my actual question was "Do you think they will approve my RMA?" If you don't work for them and don't know the answer, why did you do all this? That's not nice of you, you just added unnecessary stress to my day as I have to wait until tomorrow.

 

[Scoped Badger]

You've posted on a forum where no-one works for PCS, this is a community run space. But you knew that, hence the question of "will they approve it".

As mentioned, your best bet is to contact PCS. You really should have done that before anything else, and certainly before contacting Microsoft.

From what you've said, you have a cooling plate. With the hardware you have in that laptop, you'd need something much more efficient.

I hope you get the answer you want from PCS. I feel for you, it's a lot of money to spend.

 

[Scott]

Try not to get too worked up about it, it's always difficult during the time of the unknown.

You pay for a warranty etc to get that service and PCS are very good with warranty claims and RMAs etc. Unfortunately we are in exactly the same position as yourself with regards to knowing whether the RMA will be accepted.

To keep high end laptops running properly they need to be serviced appropriately. Thankfully there are new advances with the servicing that mean that you would require this less often. There are some things that you will never get away with in regards to servicing, the rear fans and heatsinks will always need to have the dust removed etc.

Just wait for PCS to get back, they will help wherever they can.

 

[spellflower]

You've posted on a forum where no-one works for PCS, this is a community run space. But you knew that, hence the question of "will they approve it".

As mentioned, your best bet is to contact PCS. You really should have done that before anything else, and certainly before contacting Microsoft.

From what you've said, you have a cooling plate. With the hardware you have in that laptop, you'd need something much more efficient.

I hope you get the answer you want from PCS. I feel for you, it's a lot of money to spend.

I didn't realize pcspecialist did windows 11 update? But I don't really think you understand what I'm saying because you're saying it was overheating before, but it wasn't? It's doing it now, so I turned it off and sent request? How can I have heat damage when this laptop has never seen intensive enough use or has ever reached high temperatures...until NOW. I don't know much about tech but please how is this thing you say happening? How is it that parts that were never heated beyond standard levels would have heat damage? Was there some invisible heat I was supposed to look out for that wasn't in control center? And if letting microsoft tech person control my pc and try to repair windows 11 that wasn't ever updating was wrong, wouldn't it have been worse if I let third party open up my laptop? This is so contradictory and confusing. I really regret posting this thread if you're going to laugh at me and tell me things that didn't happen happened.

 

[Scoped Badger]

I didn't realize pcspecialist did windows 11 update? But I don't really think you understand what I'm saying because you're saying it was overheating before, but it wasn't? It's doing it now, so I turned it off and sent request? How can I have heat damage when this laptop has never seen intensive enough use or has ever reached high temperatures...until NOW. I don't know much about tech but please how is this thing you say happening? How is it that parts that were never heated beyond standard levels would have heat damage? Was there some invisible heat I was supposed to look out for that wasn't in control center? And if letting microsoft tech person control my pc and try to repair windows 11 that wasn't ever updating was wrong, wouldn't it have been worse if I let third party open up my laptop? This is so contradictory and confusing. I really regret posting this thread if you're going to laugh at me and tell me things that didn't happen happened.

I think you quoted the wrong post. I haven't laughed at you.

I definitely think that you should have contacted PCS before anyone else, but that's done so no use pointing blame. Good luck with the RMA.

 

[spellflower]

Try not to get too worked up about it, it's always difficult during the time of the unknown.

You pay for a warranty etc to get that service and PCS are very good with warranty claims and RMAs etc. Unfortunately we are in exactly the same position as yourself with regards to knowing whether the RMA will be accepted.

To keep high end laptops running properly they need to be serviced appropriately. Thankfully there are new advances with the servicing that mean that you would require this less often. There are some things that you will never get away with in regards to servicing, the rear fans and heatsinks will always need to have the dust removed etc.

Just wait for PCS to get back, they will help wherever they can.

thank you, can you please take this thread down?

 

[FigmentOfYourImagination]

I just want to note something here about this just for your information and put your mind at ease a little bit:

"Like...I saw the temp reached 60c and immediately turned it off and went for support?"

60c on either the CPU or GPU is not overheating nor is it close to overheating....sure it's a bit more than before but still well within the operating limits of the components. Laptop CPUs have an upper thermal limit of around 100C, GPUs the mid 80s (or something like that anyway, might even be a bit higher). So 60C is well lower than that.

Of more concern is the Windows not updating as it points to something wrong with the installation somewhere, especially if a Microsoft employee could not fix it.

 

[spellflower]

I just want to note something here about this just for your information and put your mind at ease a little bit:

"Like...I saw the temp reached 60c and immediately turned it off and went for support?"

60c on either the CPU or GPU is not overheating nor is it close to overheating....sure it's a bit more than before but still well within the operating limits of the components. Laptop CPUs have an upper thermal limit of around 100C, GPUs the mid 80s (or something like that anyway, might even be a bit higher). So 60C is well lower than that.

Of more concern is the Windows not updating as it points to something wrong with the installation somewhere, especially if a Microsoft employee could not fix it.

Yeah...it never updated ever, only intel stuff updated, the windows updates always had errors and failed to install? So you know, I got microsoft to do it, but the guy failed twice, and then third time I'm not sure how it turned out anymore? I've got a stomach ache worrying about it, I hope worst case I can just pay pcspecialist to have a look because I'm completely out of my depth here.

 

[Nat9320]

I have no technical knowledge that will help you but I have had a couple of problems with my computer about which I’ve contacted PcS and I’ve found them to be really helpful. Don’t wind yourself up just contact PcS when they are open and hopefully they’ll resolve your problems.

 

[gmlack]

I emailed and they were going to replace it but then my laptop got blue screen, and lots of problems, so microsoft guy took control over it and failed to repair windows twice, and then did some kind of install that took out all my drivers and everything?

What Mkicrosoft guy?

This wasn't soemone who happened to 'phone you claiming to be from Microsoft saying that your system was reporting lots of errors, was it?

 

[spellflower]

What Mkicrosoft guy?

This wasn't soemone who happened to 'phone you claiming to be from Microsoft saying that your system was reporting lots of errors, was it?

Hiya no I ran windows 11 troubleshooter and it couldn't fix my updates so it contacted a Microsoft technician to remotely try to fix it! My RMA was approved and I'm getting Liquid Cooling for my Laptop, though I'm unsure if I packaged everything correctly as DPD just said I need to have address clearly visible but my Laptops box doesn't have anything but order number on it? I wrote down RMA number at least...

 

[SpyderTracks]

Hiya no I ran windows 11 troubleshooter and it couldn't fix my updates so it contacted a Microsoft technician to remotely try to fix it! My RMA was approved and I'm getting Liquid Cooling for my Laptop, though I'm unsure if I packaged everything correctly as DPD just said I need to have address clearly visible but my Laptops box doesn't have anything but order number on it? I wrote down RMA number at least...

As per the RMA instructions, you need to clearly label it.