Solved Finding the right laptop

Thanks. I've established the warranty is genuine (but not two years as they said, only one year remaining). And that it is still in the seller's name, despite them having added my name for future issues.

So as far as I'm concerned, I'm returning it to the seller (who is refusing so it'll need to escalate to ebay). I didn't buy a laptop to send it off for repair so that is their concern. It probably only gets overheated when doing Windows updates and heavier tasks, but also seems to be when it's charging. But you do need to do heavier tasks on a laptop.

Anyway I now need to restore it to factory settings. And having problems with the Image Recovery downloaded from Microsoft. I need to return it exactly as it was. It had W10 2004 installed. Which is the recovery image I've downloaded. Firstly it kept telling me the zip file was empty. So I downloaded it a few more times and had the same issue but eventually unzipped it with 7zip.

Having made a recovery drive on usb you then copy the files from the zip file to the usb but that ends with an error

Data error : sources\install.swm

Don't want to do a clean install or a reset as it'll lose some of the preinstalled apps and drivers.

Can I assume that there is no original recovery partition on the device, this would be a normal setup for a device meant for private use - the windows option to roll back to factory should be available, which would also include any added extras that came with it originally.


Of course if you did a full wipe and upgrade to Win 11 this would be not available

The only option is reset - so I assume there is a recovery partition but it just reinstalls Windows, and as I understand it from googling, not the original software the laptop came with or all of the drivers (as I found recently with another laptop!). It came with a couple of extras from Microsoft. Last thing I want is the seller saying I've tampered with it.

I haven't really used it, but did sign in with my microsoft account at set up (not expecting issues). So I can just sign out. But they want it as if restored to factory settings (which I also want) - but without losing drivers and preinstalled programs. Annoying that the image recovery doesn't work.

The issue here is of course " how many of these potential issues is a result of the seller's own Meddling Settings?

When I was responsible for a lot of devices I would try to create an image of each type when they were delivered, that way if they had an issue that triggered a return then they could be recovered to shipped state [ this was also useful to clear any confidential or proprietary information]

The procedure was if a device was returned it would be imaged and the default image restored to check it was working If not it could be returned if it did then it was returned to the user

I would not suggest this type of routine is needed for a private user but maybe an image of the system before an update/upgrade is still a good idea

Is there anywhere that would have an ISO of the original as shipped device software - If it's a Microsoft device they are likely to have the recovery media - I know i could go to either of the suppliers of my most recent devices and they could supply an A built/shipped recovery setup

That's the issue. The Microsoft Recovery Image seems to be a corrupt download. Done it 5 times now.

Hazel123 said:

Speaking of ram. Most new laptops seem to have 8gb ram (not upgradeable). Is 8gb futureproof for Windows 11?

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I got 16 gb of ram in my 3 year old Surface Book 2

Hazel123 said:

That's the issue. The Microsoft Recovery Image seems to be a corrupt download. Done it 5 times now.

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Can you reset it keeping nothing?

With RAM I think it depends on what you do on the device, for general private use 8GB seems to be the norm "as Sold" memory option. use my systems for image processing so have 32 on the laptop, and 64 on the desktop

Fabler2 said:

Can you reset it keeping nothing?

Restore or reset Surface for Windows - Microsoft Support

If you're having problems with your Surface Pro model, Surface 3, Surface Studio, or Surface Book, try fresh start, restoring, refreshing, or resetting it to its factory settings.

support.microsoft.com

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Could do. But the seller might notice that a couple of Microsoft Installed programs are missing. I'm not sure a reset keeps all the drivers either.

I've had several Microsoft Surface computers. If you reset, the computer will be in the same condition as when you took it out of the box new. All the files and drivers that were there will still be there.

The caveat is if you did any system updates or OS version updates. The reset will then use the last version update or OS update you've done. The seller should certainly understand that this would have been normal use and would be expected. If you updated to Windows 11, for example, a reset results in a Windows 11 install as the update has already been done.

If you send the computer back after resetting it, when first turned on it will ask to set up Windows, just like when you got it from him.

Thanks. That is helpful to know. No I didn't upgrade from W10 2004 because the issue happened first time I used it. So left everything as it was. I did read elsewhere that certain Microsoft installed programmes (Access and the Surface App) would go, if you did a reset.

I posted about the recovery image issue on ten forums as well. Someone suggested using sysprep. To keep the preinstalled programs. Pros and Cons?

Hazel123 said:

I did read elsewhere that certain Microsoft installed programmes (Access and the Surface App) would go, if you did a reset.

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What 'would go' are any apps installed after first setting up of the PC. All apps you had when you first started it up were part of the OEM install and will be included in the reset.

When you choose "Recovery" and then "Reset this PC", you want to then choose "Remove your personal files". You want to return the computer just as you received it.

TraderGary said:

When you choose "Recovery" and then "Reset this PC", you want to then choose "Remove your personal files". You want to return the computer just as you received it.

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Mine came with half of a Subway sandwich. So I ordered another and sent half back.

The Pool Man said:

Mine came with half of a Subway sandwich. So I ordered another and sent half back.

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If that's the way it came, I'd suspect that it wasn't a genuine Microsoft Surface. How fresh was it?

I think the seller was genuine but somehow won’t accept there is an issue. Because I checked with the warranty people who confirmed there was a warranty in their name that had my name added as a new user.

But there was some discrepancy. It was listed and sold as a used laptop, hardly used, with a tiny dint in the bottom (as if a pen had poked it - very small). And that is what I purchased. I enquired why it was being sold and if it was still under warranty (which it was) so I asked if the warranty could be transferred to me. They can’t transfer warranties but they do make a note of the new owner and allow them to claim in future.

At that point the seller then told me it was a “new “ laptop - a replacement under warranty when the original one had been sent back due to a sound issue. And they thought it must be a new one because it had a different serial number. And it had a two year warranty.

The discrepancy was - how can it be a “new “ one if it has a small dint in the bottom and has been used. And has 2004 installed. I established from the warranty company that it only had 1 year of warranty- it had two years from when the seller first purchased with one year remaining.

The seller may well have made a mistake over the warranty but I can’t see how they could think it was new. Unless it was - well it was new but then I used it!

I think they probably knew it had an overheating issue and just wanted to sell it on. I have had some extremely hostile messages (which always looks suspicious) and even threats. Saying I have been reported to eBay as making a false claim.

I’m ignoring all that and just going to escalate and let eBay sort it out. Of course it’s not nice for a seller to find someone wants to return as they may have already spent the money on something else. They want me to claim under the warranty. But why should I be without a laptop when I purchased one to use. So I am sticking with returning it.

I have sold quite a few laptops myself on eBay and always say - any problems, just let me know. And would always accept a return if someone had issues - and fix them. But it may be that the seller genuinely believes there is nothing wrong with it.

If there was nothing wrong with it and I just didn’t like it, I could just sell it on - but there is no way I would sell on a laptop that gets so hot it burns!

Makes me wonder if the cause of the tiny dint has caused an internal issue.

I think the seller received the replacement and sold it on without checking it first. Because it had an out of box experience for set up with 2004 installed. So to my mind it is for the seller to take up with the warranty company. Except - how could they possibly think it was new if it had a dint in the bottom?

Anyway, I think it can’t have been checked before being sold as it had an out of box experience and W10 2004. And seller is not technical. I think the warranty co just sent seller a replacement laptop when theirs was returned faulty and seller just sold it on without checking it. And it’s not “new” it was just a “replacement” laptop. So seller needs to take it back and sort it out with warranty co themselves.

Meanwhile I switch between the spectre, a netbook and my phone with all my files on the HP dm4 - which has now fallen apart completely- lol.

Hazel123 said:

Anyway, I think it can’t have been checked before being sold as it had an out of box experience and W10 2004. And seller is not technical. I think the warranty co just sent seller a replacement laptop when theirs was returned faulty and seller just sold it on without checking it. And it’s not “new” it was just a “replacement” laptop. So seller needs to take it back and sort it out with warranty co themselves.

Meanwhile I switch between the spectre, a netbook and my phone with all my files on the HP dm4 - which has now fallen apart completely- lol.

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If you want a new laptop or PC you need to buy just that, a new laptop or PC. Not a used one off of EBAY or anything off of EBAY.
If I were you I would look into an Asus model.