Laptop woes

[Adiebabe]

Received my Optimistic VIII on 03rd March, after a delay in build, due to a pixel fault and the system locking up. Screen was replaced and after passing QC laptop was delivered. On receipt booted up fine, but while loading my programme and transferring my files, system froze and only option was to hold down power button to force shut down. This occurred twice in a short time. Referring to these forums updated everything and checked for viruses malware in case anything on portable drive,although these are checked regularly. Nothing found, although system froze again the first attempt.
Contacted support and they diagnosed an issues with the BIOS and sent me an update and talked me through the procedure. After 3 attempts they took control remotely and although the file on the USB stick could be seen it would not start the update. Support arranged an RMA and the laptop was collected after a hiccuping with DPD.
Had an email now confirming needs the update, due to a power management issue. However no indication, when this would be available from Clevo. Also they said that as a workaround they could put it into balanced power mode. I replied that i had already told support the freeze occurred in balanced and that windows diagnostic recommended trying performance. I telephoned to try and get more information but was told they are in constant communication with Clevo, but were unsure when the update would be available. I asked if it would be days or weeks ? He said probably fairly soon and to ring again at end of week.
I find it strange that the laptop froze in testing, but was then shipped with the fault. The screen is fine so it would appear that was changed.

Chassis & Display Optimus Series: 17.3" Matte Full HD IPS LED Widescreen (1920x1080)
Processor (CPU) Intel® Core™ i7 Quad Core Processor 7700HQ (2.8GHz, 3.8GHz Turbo)
Memory (RAM) 16GB HyperX IMPACT 2400MHz SODIMM DDR4 (1 x 16GB)
Graphics Card NVIDIA® GeForce® GTX 1050 - 4.0GB GDDR5 Video RAM - DirectX® 12.1
1st Hard Disk 2TB SEAGATE FIRECUDA 2.5" SSHD, 128MB CACHE (5400 rpm)
M.2 SSD Drive 256GB SAMSUNG SM961 M.2, PCIe NVMe (up to 3100MB/R, 1400MB/W)
Memory Card Reader Integrated 6 in 1 Card Reader (SD /Mini SD/ SDHC / SDXC / MMC / RSMMC)
AC Adaptor 1 x 120W AC Adaptor
Power Cable 1 x 1 Metre Cloverleaf UK Power Cable
Thermal Paste ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Sound Card Intel 2 Channel High Def. Audio + SoundBlaster™ Cinema 3
Bluetooth & Wireless GIGABIT LAN & WIRELESS INTEL® AC-8265 M.2 (867Mbps, 802.11AC) +BT 4.0
USB Options 1 x USB 3.0 PORT (Type C) + 2 x USB 3.0 PORTS + 1 x USB 2.0 PORT
Battery Cosmos VI Series 6 Cell Lithium Ion Battery
Keyboard Language SINGLE COLOUR BACKLIT UK KEYBOARD
Operating System Genuine Windows 10 Home 64 Bit - inc DVD & Licence
Operating System Language United Kingdom - English Language
DVD Recovery Media Windows 10 (64-bit) Home DVD with paper sleeve
Office Software NO OFFICE SOFTWARE
Anti-Virus NO ANTI-VIRUS SOFTWARE
Browser Microsoft® Edge (Windows 10 Only)
Notebook Mouse INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam INTEGRATED 1MP HD WEBCAM
Warranty 3 Year Silver Warranty (1 Year Collect & Return, 1 Year Parts, 3 Year Labour)
Dead Pixel Guarantee 30 Day Dead Pixel Guarantee Inc. Labour & Carriage Costs
Change to: 1 Year Dead Pixel Guarantee Inc. Labour & Carriage Costs
Insurance 1 Month Free Laptop Insurance inc. Accidental Damage & Theft
Delivery STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time Standard Build - Approximately 6 to 8 working days

 

[keynes]

That is very unlucky. I would suggest getting in touch to request an estimate of the fix or a solution. You could request a refund and re order when there is evidence of the fault sorted.

 

[Adiebabe]

That is very unlucky. I would suggest getting in touch to request an estimate of the fix or a solution. You could request a refund and re order when there is evidence of the fault sorted.

I have been considering this overnight. Pity as when it worked it was very quick and was enjoying my new toy, until it froze.

 

[keynes]

Not ideal to have an expensive piece of kit not working as intended or in between RMAs. Is this a problem with the Optimus chassis or due to specific system you got?

 

[Adiebabe]

Not ideal to have an expensive piece of kit not working as intended or in between RMAs. Is this a problem with the Optimus chassis or due to specific system you got?

They tell me it is not a hardware issue so believe it is the chassis, more specifically the installed BIOS on the motherboard. Event log showed critical failure as power kernel each time.

 

[keynes]

They tell me it is not a hardware issue so believe it is the chassis, more specifically the installed BIOS on the motherboard. Event log showed critical failure as power kernel each time.

If it is the chassis then it would affect anyone choosing that specific model, there should be a warning or taking it out of the website if that's the case. I assume they can't rolled back a previous BIOS?

 

[Adiebabe]

Don't recall that option being even mentioned, so guess not. I agree that there must be others purchasing the Optimus having problems. I have seen one with the same chassis on the forum, but not sure how long they had it before the same fault manifested. Course that could be a coincidence, but it did influence my pondering a refund at this point.

 

[keynes]

Don't recall that option being even mentioned, so guess not. I agree that there must be others purchasing the Optimus having problems. I have seen one with the same chassis on the forum, but not sure how long they had it before the same fault manifested. Course that could be a coincidence, but it did influence my pondering a refund at this point.

Or you could try to request a change in the chassis and see what their response is?

 

[Adiebabe]

Possibly an option, but having problems straight out of the box has kind of dented my confidence. Being told Clevo will issue an update sometime, with no ETA didn't help.

 

[keynes]

Possibly an option, but having problems straight out of the box has kind of dented my confidence. Being told Clevo will issue an update sometime, with no ETA didn't help.

Regardless of your decision keep us updated.

 

[Adiebabe]

Will do, might give it today to see if any updates forthcoming and then decide tonight. I don't blame PCS. Just believe they are being let down by their supplier, rushing out the chassis without the BIOS being fully checked. Of course it is difficult with new processors and GPU coming out getting the motherboard to play nice with everyone.

 

[Adiebabe]

After consideration have sent a cancellation email this evening. Will see how it goes.

 

[ubuysa]

They tell me it is not a hardware issue so believe it is the chassis, more specifically the installed BIOS on the motherboard. Event log showed critical failure as power kernel each time.

It that's event 41 - kernel power it's not a problem, it's a symptom. That event gets logged whenever Windows does not shutdown properly.

 

[Adiebabe]

It that's event 41 - kernel power it's not a problem, it's a symptom. That event gets logged whenever Windows does not shutdown properly.

Had an email today that a beta update is now available and will be tried over the next couple of days on another machine. Does seem like it is a specific chassis issue . Regarding the event log I don't think it was event 41, but as it was several days ago I might be remembering it wrong.

So far apart from automated response, there doesn't seem to be any acknowledgement of my cancellation email. Maybe tomorrow ? If not will give them a ring again.

 

[keynes]

You may want to give them a call to confirm the cancellation if you still wish you go ahead.

 

[Adiebabe]

You may want to give them a call to confirm the cancellation if you still wish you go ahead.

Spoke to a charming lady this morning she has updated the RMA and passed it to the technician dealing with it, but said it is unlikely i will hear anything further till next week. So just waiting for confirmation now. Apparently it gets passed to another person to process ?

 

[Adiebabe]

Just seen another Optimus reported as freezing and only 2 days old. Does seem to be a chassis problem.