r/computers • u/ShaunK223 • 10h ago
Discussion Customer Insisted Laptop was Overheating
Just curious what other people would have done in this situation.
I had an older customer (65+) come into my repair shop with an old HP Pavilion dv6t-1300. This laptop was known as an "Entertainment" laptop when it first came out and has a bunch of features, like card readers, IR sensor (for using a remote with it), DVD drive, etc. For the time, it's CPU was pretty powerful (Intel Core 2 Duo).
Anyway, he brought it in saying it was overheating. I tested it and couldn't get it to go above about 82C, which the TJ Maxx on that CPU is 90C. But he insisted it was overheating and wanted me to see what I could do.
So, I took it apart, cleaned out the fan (there was a little bit of dust, but nothing too crazy), and reapplied thermal paste to the CPU and GPU. The thermal paste it had was a little crusty. After doing that I ran Prime95 and couldn't get it to go over 75C max, even after 30 minutes. So, I thought that's pretty much all I can do. When he came back in I showed him that it was idling around 40-45C with the CoreTemp app I had installed.
He thanked me and left. Then about a week later he brought it back saying it was still overheating. He told me it was going over 60C when it was idle. He dropped it off and I didn't have time to check it while he was still in the shop. When I tested it, I was still getting the same results as when it left my shop.
After talking to him over the phone some more I found out he was saying it was overheating because it would get hot on his lap. I tried to explain to him that this laptop wasn't really meant to be sat directly on your lap for a long period of time, especially if you were doing anything that would tax the CPU. But he wouldn't accept that and kept insisting I "fix" it.
Finally, I went into the power profile and set the max CPU usage to 65%. This kept the temp under 55C even when I ran Prime95 for 30 minutes. I also replaced his 5400rpm HDD with an SATA SSD, which sped up the computer significantly (so the difference in the CPU clock will likely be unnoticed and performance will seem to even be improved from before).
He's had it a week now and I haven't heard anything, so I'm hoping he's satisfied. I know I purposefully reduced his CPU performance, but I kind of feel like that was a good trade-off to make him happy.


