If a new laptop has a dead pixel, battery problem, or other hardware defect, document what is happening and contact the seller promptly. Check the return or defect-reporting deadline in your order details and ask clearly for the outcome you want: a refund, exchange, repair, or another resolution. The right deadline and remedy depend on your seller, model, purchase channel, country, and applicable terms.
What to do first when a new laptop is defective
- Record the fault. Note when it started and how to reproduce it. For a screen pixel, photograph or film it against a plain background and record whether it appears dark, bright, or stuck on a color. For a battery concern, note charging behavior, unexpected shutdowns, and any error messages; describe what you observe rather than guessing at a diagnosis.
- Gather purchase and device details. Keep the receipt or order confirmation, purchase date, seller name, order number, laptop model and serial number, and written warranty. Save copies of relevant messages, online forms, and any promises or case numbers. The Federal Trade Commission’s warranty guidance recommends retaining the warranty and proof of purchase; its complaint-letter guidance says to include product and transaction details, describe the problem and requested resolution, and keep copies of supporting documents.
- Check the seller’s actual deadline. Review the policy on the order page, receipt, or seller’s website, including any separate period for reporting a defect. Return and reporting windows vary, so do not assume a standard number of days.
- Contact the seller through a written channel. State what failed, when you noticed it, and what you want the seller to do. Keep a dated record of the contact and the response. The FTC advises buyers to go back to the store or website first, explain the problem, and specify the desired resolution. Its guidance puts it plainly: “Tell the business what happened. Give details about the problem, and about the resolution you want.” See Solving Problems With a Business: Returns, Refunds, and Other Resolutions.
Acting promptly matters: the FTC advises checking the return policy and returning a defective or damaged item promptly. If the seller’s deadline has passed or the seller directs you elsewhere, the manufacturer may need to handle the claim.
How to handle a new laptop with a dead pixel
A single dead, bright, or stuck pixel does not have one universal remedy threshold. The manufacturer’s policy may differ by model, and local return conditions may also apply. LG says its defective-pixel policy differs across models in its US support guidance. GIGABYTE’s US laptop warranty page describes a limited 30-day defective-pixel warranty period. These are brand- and region-specific examples, not rules that apply to every laptop.
Check the policy for your exact model and country, then send the seller or manufacturer a clear photo or video if requested. Do not rely on a generic claim that a certain pixel count automatically qualifies for a return or warranty remedy.
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How to handle a battery issue or another hardware fault
Read the written warranty and any separate battery terms. Check who handles the claim, what remedy is offered, whether shipping or labor costs apply, and what exclusions may matter. Warranty coverage and claim processes differ; the FTC’s consumer warranty guidance explains why the written terms and proof of purchase are important.
For example, GIGABYTE’s US laptop warranty page lists one year of limited coverage for the battery shipped with its laptop. That term is not evidence of the battery coverage offered by other brands or in other regions. If the seller cannot resolve the issue, FTC guidance recommends writing to the manufacturer and keeping records of communications.
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Avoid opening the laptop or attempting a repair before checking the seller’s and manufacturer’s claim process. The available remedy, shipping arrangements, and coverage conditions depend on the applicable terms.
How to choose between a refund, exchange, and repair
These options are not automatically available to every buyer. Compare the choices the seller or manufacturer actually offers under its policy, warranty, and any local consumer law.
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- Time to a working laptop: Ask how long each option is expected to take, including inspection, shipping, and service.
- Replacement condition: Confirm whether an exchange would be for a new or repaired unit, and what happens if the same fault appears again.
- Time without your laptop: Consider whether you must ship it away or visit a service location, and whether you need a working computer during that period.
- Data and setup: Check whether you need to back up files or transfer data before service or exchange.
- Terms and costs: Ask about any shipping, labor, or other charges and get the proposed remedy in writing.
What to do if the seller does not resolve the claim
If the seller’s return period has ended, or the seller sends you to the manufacturer, contact manufacturer support with your model and serial number, proof of purchase, fault description, and records of your earlier contacts. Keep a copy of each submission and note dates, case numbers, and promised next steps.
Retail policies and manufacturer warranties may not describe every legal right. In the United States, the FTC explains that implied warranties may also apply, with variation by state. If the seller or manufacturer does not respond appropriately, a US buyer can contact their state consumer protection office or attorney general; the right route depends on where the purchase occurred and the relevant rules.
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Consumer rights differ by country. For instance, New Zealand Consumer Protection says faulty electronics may qualify for remedies under the Consumer Guarantees Act and directs consumers to contact the retailer. See its faulty product guidance. Buyers elsewhere should check the official consumer authority for their location rather than assume that another country’s rules apply.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Why return deadlines and remedies vary
There is no universal return window, pixel threshold, or battery warranty term. Deadlines can differ even within one brand by location and product configuration. Lenovo Singapore’s FAQ, for example, describes a seven-calendar-day return or exchange period for fixed-configuration products and a 24-hour report period for certain missing, wrong, damaged, cosmetic, or dead-pixel issues. Those are Singapore-specific policy conditions, not general consumer rights.
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To find the rule that applies to your laptop, use the exact seller, country, purchase date, brand, model, order channel, and written terms. If you cannot establish a deadline or remedy from those documents, ask the seller or manufacturer to identify the applicable policy in writing.
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