CGA Question on Gaming Laptop

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Bluntj

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#3126220 11-Sep-2023 21:37

timmmay:

Ethernet not working after waking from sleep would be annoying, but it's not particularly substantial IMHO. It sounds like a driver issue. Try a USB ethernet adapter if you have one, I have a couple that came with USB hubs that weren't expensive.

I've had some computers that didn't work well after waking from sleep, though they were self built. I just turned them off rather than using sleep.

Ordered one tonight. See what happens. Thanks for your suggestion.

Handle9

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#3126223 11-Sep-2023 21:44

SpartanVXL: The problem with multi function devices like a personal computer is that It can be used multiple ways with multiple different functions/feature’s available. Trying to enforce CGA for a flawless product is very difficult unless something is very obviously broken, hence my initial comment on likely needing to take it to disputes.

In this case it could be a multitude of things wrong, not limited to:

- Fault in network adapter hardware, either Intel/Realtek etc.
- Fault in motherboard BIOS firmware, Asus
- Fault in wake from sleep driver load, Microsoft (windows)
- Fault in OS driver functionality, Intel/Realtek.

Disputes also could go either way, it is functional as long as sleep state is not engaged. It is possible you could also reset the network device in OS so you don’t have to reboot every time. You would have to make a very compelling argument as to why it isn’t satisfactory given the laundry list of more critical things a laptop has e.g. does it turn on, does screen work etc.

I know it’s not what anyone would like to hear, but stuff like this is complicated and not done well under CGA (practically speaking, I’m sure someone will say how this should be covered etc.). The retailer will likely want to try resolve it since if you file against them and Asus do not play ball they will be the ones footing the bill unless they chase them up.

There is no dispute here about the fault. The retailer was previously able to replicate the fault and initiated an RMA. The reason for the fault is absolutely irrelevant, it's up to the supplier/s to remedy it. OP just wants the laptop to do what it is supposed to do. It's a very expensive device and a reasonable consumer should have a reasonable expectation that it does what it says on the tin.

This is about the remedy not whether there is a fault or not - this was previously acknowledged.

Enforcing the CGA is fairly straightforward but requires a consumer to know their rights and not put up with FUD and lies from retailers and manufacturers.

Handle9

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#3126269 11-Sep-2023 21:45

timmmay:

Ethernet not working after waking from sleep would be annoying, but it's not particularly substantial IMHO. It sounds like a driver issue. Try a USB ethernet adapter if you have one, I have a couple that came with USB hubs that weren't expensive.

I've had some computers that didn't work well after waking from sleep, though they were self built. I just turned them off rather than using sleep.

Do you agree that “the goods would not have been acquired by a reasonable consumer fully acquainted with the nature and extent of the failure?”

Edit: Exact wording of the act

Handle9

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#3126270 11-Sep-2023 21:51

It's also worth mentioning that the CGA explicitly mentions that goods should be free of minor defects.

The supplier has been unable to fix the fault so that also means the OP has the right to reject the goods under section 18.

Either way the OP can reject the goods.

https://www.legislation.govt.nz/act/public/1993/0091/latest/DLM312822.html

SpartanVXL

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#3128961 18-Sep-2023 12:20

OP will have to tell us the results if this goes to disputes as we’ve recommended.

I don’t doubt CGA would cover something like this but it implies that broad coverage should include every defect now or in future even indirectly caused by something like a software update, which I don’t see manufacturer’s bothering with. So far I haven’t seen anyone take TV manufacturers to disputes over their pixel policies. I still maintain that CGA is not where it needs to be for enforcement.

As for the actual problem, I re-read OP and realised that they’re able to restart the NIC and have it working again after wake. If it was me I would put in a automated task to just restart the NIC on wake event to ‘fix’ this until Intel or Asus as the oem decide to look into it.

Bluntj

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#3128982 18-Sep-2023 14:46

I am sure if this was an issue with your phone you would be jumping up and down. Personally I dont see the difference as my laptop is as valuable to me as my phone. For the price paid I believe it should be free of issues like this which btw is damn annoying. I got so frustrated I started looking at purchasing another laptop to replace it.

However, I have had the ethernet adapter now several days now and its working very well with no issues. Thank you for that suggestion.

HP

Shop now for HP laptops and other devices (affiliate link).

SpartanVXL

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#3128999 18-Sep-2023 15:40

Bluntj:
I am sure if this was an issue with your phone you would be jumping up and down. Personally I dont see the difference as my laptop is as valuable to me as my phone. For the price paid I believe it should be free of issues like this which btw is damn annoying. I got so frustrated I started looking at purchasing another laptop to replace it.

However, I have had the ethernet adapter now several days now and its working very well with no issues. Thank you for that suggestion.

Not sure if that was directed at me but I would have liked to see what would happen, if you ended up with a refund or equivalent replacement. Glad that your workaround is okay and you’re find with that.

Phones get even worse service, the dreaded ‘water damage’ excuse would have been used to outright reject any inspection or refund.

And no sorry, personally I’ve been burned too many times to spend energy fighting these companies. I now know far more than I’d like on my hobby products simply to avoid as much risk as I can.

If CGA had more teeth then I’d be happier recommending it as a solution, but until then it’s better to just find out if the product is easier to repair yourself.

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