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SM.Shafree (053-3656845) Dear Sir/Madam, Complaint Regarding Laptop Freezing Issue and Request for New Laptop Replacement I am writing to formally complain about a recurring issue with my laptop and to request a replacement under warranty, as the problem has not been resolved despite previous service attempts. 1. Laptop Details · Model: NB Legion Pro 5 i7-14700HX · Product Code: 26-83DF00KXAD · Serial Number: SPF59LX0G · Purchase Date: 06-06-2025 · Purchase Time: 16:48:44 2. Issue Description While I am working, the laptop screen suddenly turns off and the system freezes. When this happens, the laptop does not restart immediately. I have to press the power button again to force a restart, and only then does the laptop turn on. Although this issue does not occur every day, it happens repeatedly—approximately once every three days or at least once a week. This clearly indicates a recurring hardware or system problem. 3. Previous Service Attempt Due to this issue, I handed over the laptop to Jarir Service Center on 12 February 2026 for inspection and repair. However, despite the service provided, the problem has not been resolved and continues to occur. I am working as an Engineer on the Triple A Project, and this issue is seriously affecting my work and productivity. The laptop frequently freezes and shuts down during office work, causing delays and inconvenience. In addition, I live in Al Wajh and have already spent considerable time and money travelling to and from the service center. It is becoming very difficult and expensive for me to continue making repeated visits while the issue remains unresolved. 4. Attachments I have attached a video clip showing the freezing issue for your reference. 5. Additional Information I have also researched similar cases online and found that such issues may be related to: · Motherboard failure or defects · Cooling system or thermal management issues · Other hardware-related faults Since the laptop has already undergone inspection and repair, but the issue still persists, I believe the product may have an underlying hardware defect. Considering that: · The issue is recurring, · The laptop has already been serviced, · The problem remains unresolved, · The issue is affecting my professional work, and · I have incurred additional travel expenses and inconvenience, I kindly request that you replace the laptop with a new unit under the warranty terms rather than attempting further repairs. I would appreciate your prompt attention to this matter and look forward to a positive resolution as soon as possible. Thank you for your understanding and support. Yours faithfully,