please help!!

ok so let me start off by saying i know absolutely NOTHING about computers. I just bought a new desktop and have had problems with it from the day I bought it. I just sent it back to the company for them to repair it (they thought there was a problem with the hard drive) but they sent it back saying there was nothing wrong with it. Anyways I got it back today and now it will only let me start up in safe mode! Any suggestions on what I could do? Any help at all would be much appreciated!!!!

 

Welcome aboard. All I can say is talk to them again stating the same facts as you did here. What's your make/model? Maybe someone here can give you more specific help. Good luck.

 

Thank you! I have a gateway desktop DX4320.

 

First, backup any files to an external drive.

Second, download and run Malware Bytes:

http://majorgeeks.com/download.php?det=5756

Rename the download before unzipping and installing it (some malware will recognize the file name and try to disable it). Run a full scan (it may take up to 1-2 hours); delete any malware it finds using the program. Some viruses and malware can sneak by even the best antivirus programs; this should catch and remove anything that's affecting your system.

If you cannot do this from Safe Mode, restore your PC using either the restore DVD or the restore partition on the hard drive. If possible, do a fresh reinstall of Windows and the factory settings. This may delete any files or programs you've added since buying the PC; however it will undo any glitches that may have occurred since first using the system. If you do this, reinstall and run Malware Bytes immediately in case something nasty hung around in the registry. Also scan any external or flash drives; malware can often "hang out" on them to reinfect your system.

Download and install Advanced Windows Care: It cleans the registry and checks for some types of spyware.

http://majorgeeks.com/Advanced_WindowsCare_v2_Personal_d4991.html

If these steps don't solve the problem and the PC is still under warranty, you basically have a few other choices:

* Find a local Gateway warranty service center and take it in (Mfr. warranties do not cover virus/malware infections so the above actions will rule them out). I would find a true PC repair shop if possible - Geek Squad and other "big-box" stores often have low-paid techs with limited experience and end up shipping the PC back to the mfr. for service if they can't find a quick fix.

* Download and run other diagnostic tools for memory, video, etc (if you need advice on which ones post a reply in this thread) to pinpoint the issue.

Finally, keep a record of all service and diagnostics. If push comes to shove, there is a slight chance this will help if you decide to press the store or Gateway for a replacement.

Good luck on solving the problem.

 

Thank you both so much for the help. I really appreciate it!

 

Sadly, lemon laws vary from state to state. Some states only apply them to motor vehicles, other states have no lemon laws at all.

I should clarify my initial suggestion about scanning for malware and reformatting the PC: Since warranties almost always exclude malware or software issues, taking these steps before sending the PC back into the repair shop provide the OP ammunition in case the service center or mfr. attempt to falsely claim the "defect" is the result of user error. Having worked in retail electronics sales and management for many years, I've seen this happen more than once.

If the OP cannot get the PC repaired properly within a reasonable period of time, my experience has been the best place to start is by visiting the store manager (if the item was purchased in a retail store) and politely going over the documentation of what steps you've taken (bring copies of all notes, repair orders, etc.). If this fails to get a replacement (or if it was purchased on line), send a Certified, Return Receipt Requested letter including all documentation and a demand to replace the item to both the retailer's and manufacturer's home office with a copy to the State Attorney General (be sure to note this by putting "cc: (Name of State) Attorney General" at the bottom of the letter). Although this sounds a bit harsh, it will attract much more attention than an e-mail and has worked for me more than once.

Hopefully the situation won't get to this point; I'm only posting this just in case.

 

is it possible that it was left on selective or diagnostic start-up when they shipped it back to you ?check MSCONFIG to see if it is checked on "normal start-up" option
http://netsquirrel.com/msconfig/msconfig_win7.html

 

Thank you very much for all the suggestions. I had my dad's friend take a look at it yesterday. He was able to fix the problem although I have no idea what he did I really appreciate all the comments though! You guys are awesome!

 

Glad you got the problem solved