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Acer Aspire

Last month I've bought this brand new ACER Aspire S13 and I had send it to Service Center due to hardware problems then I found out that the Laptop is very slow and the keyboard if not being used continously , since i like to watch youtube and listen to music , I come back to change the page and my keyboard is gone?! then I restart the computer everytime... would that be a software or a hardware issues ...pls help

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