Huawei MateBook D14 Suffers From Severe Performance Problems Under Warranty

I purchased a Huawei MateBook D14 laptop approximately 1.5 years ago, and the device is still under warranty. Since the day I bought it, and especially over the last four to five months, I have experienced increasingly severe performance instability. Even during the most basic office tasks, the computer frequently freezes, becomes unresponsive, and at times becomes completely unusable.

I personally contacted Huawei customer service three times, and I also received a follow-up call from their support team. On two separate occasions, different Huawei technical departments remotely connected to my laptop and performed detailed diagnostics. Both teams concluded that there were no viruses, software issues, or operating system problems affecting the device. Instead, they clearly stated that the primary cause of the performance issues was insufficient RAM capacity. Our company's internal IT support team had previously reached the same conclusion.

Huawei representatives informed me that the RAM in this model cannot be upgraded and that the only service they could offer under warranty was to reset the device to factory settings. However, a factory reset does not address the root cause that Huawei's own technicians identified.

As a reasonable and solution-oriented customer, I proposed a compromise. I offered to pay the price difference myself in exchange for upgrading to a higher-specification Huawei model with more RAM and better performance. Despite acknowledging the limitations of the current device, Huawei refused my exchange request and declined to offer any alternative solution, leaving me with a laptop that negatively impacts my daily work and productivity.

I am experiencing significant time loss and reduced efficiency because the device cannot consistently deliver the level of performance that a modern laptop should reasonably provide. In my view, the system architecture and memory capacity are inadequate for current software demands, resulting in a product that fails to meet practical performance expectations.

I request that Huawei urgently review my case and provide a fair solution. Specifically, I ask that my laptop be exchanged for a higher-tier model with greater RAM capacity, with any applicable price difference paid by me. Alternatively, I request another concrete remedy that fully resolves the performance issues and eliminates the ongoing disruption to my work.

If a satisfactory resolution is not provided, I intend to exercise my rights under Turkish Consumer Protection Law No. 6502 and pursue the matter through the Consumer Arbitration Committee and other available legal channels.