The Nvidia Defect Forum

My unit started to fail last week and it looks like this graphics issue. Initially I got a ‘blue screen’ followed by closed down. The blue screen message made a reference to graphic card error.

After a reboot and a break of 2-3 minutes the screen became pixilated and then blank. Since then on each occasion I use it, after a period, the screen freezes, fades and the eventually goes blank. I have also noticed wireless failures, however, this started some time back but I thought it was an ISP issue.

I have captured some of the records from the reliability log; this is a very common one.

[Description
A problem with your video hardware caused Windows to stop working correctly.
Problem signature
Problem Event Name: LiveKernelEvent
OS Version: 6.1.7600.2.0.0.768.3
Locale ID: 2057
Files that help describe the problem
WD-20101012-2201.dmp
sysdata.xml
WERInternalMetadata.xml]

I have e-mailed HP, as it was a direct purchase but just get the standard ‘it’s out of warranty’ response. I have been back to state that that was irrelevant as it was an inherent fault and could I have a new PC or my money back. I await a reply to that. I did speak to someone within HP today and they stated that there was an issue and they had extended the warranty on some machines by two years to cover the nvida problem but guess what? my PC model and Ser. No. was not listed.

I am convinced this is a graphics card failure and wonder as I purchased it on my credit card should I just contact card company and forget about the very unhelpful people at HP.

Regards,
Benny.

Hello Benny and welcome to our forum.

Sorry to hear of the problems you have been experiencing with your laptop.



Nothing new there Benny, that is just about what you will get up until the point when you file a small claims action against them.

If you laptop is not on their wholly inadequate "list" then they simply will not accept the fact that your laptop is inherently defective.



You have to have exhausted all possibilities with HP first before the card company will intervene.

I did a quick check on the HP support website to see if I could find any information relating to your laptop and found this:- http://tinyurl.com/34gykjj

This is the BIOS update for your model of laptop. On the 8th April 2008 HP released an update that, according to HP, did the following:-



This is proof that as early as 8th April 2008 HP were well aware for the potential for your laptop to overheat - otherwise why issue an update that switches the fans on 24/7 to the detriment of the battery?

I also note from your registration details that this update was released five months after you purchased the laptop. Had HP contacted you to inform you of the update then you would have been well within your rights to have rejected the laptop.

They didn't do this and here you are today with a defective laptop - which also means that their BIOS "fix" didn't work!



When goods are inherently defective the HP simply cannot set their own end date to the time when customers can make a claim.

It is your legal right to take action against HP within six years of purchase in situations such as this.

Take absolutely no notice of what they have said to you as it is absolute baloney.

You will need to send HP a letter before action. This gives them seven days to either offer a replacement laptop or a refund.

If after seven days they have not responded then you will need to proceed with an engineers report to prove the inherent defectiveness of your laptop. Once you have the report you should send HP a copy along with a final letter before action.

Again this gives them seven days to comply. If they fail to do so then you should sue them via http://www.moneyclaim.gov.uk

If your laptop is indeed inherently defective, which it sounds like it is, then you really cannot lose.

There is a step by step guide on this forum that will help you through the various stages and that is here:- post13.html#p13

If you have any questions or if you need any help or advice then please let me know.

Please keep us updated on your progress.

Good luck and best wishes

Paul
The Admin Team

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Please note that I am not legally qualified and I only offer my own personal advice. You are advised to seek professional legal advice for formal clarification of advice I give.

Thanks Paul for your prompt response.

I now need to kick off the 'official' process, this time using the Royal Mail service rather than the E-Mail route.

I shall keep you up to date.

Once again thanks for your guidance.

Regards,
Benny.

By the way, this is the address I have for the HP Store, (taken from the original paperwork).
Is this the one I should use.
Hewlett-Packard Ltd
Amen Corner
Cain Road
Bracknell
Berkshire
RG12 1HN

Thanks again,
Benny.

Hello Benny,




Yes, that is the correct one.

Please don't forget to use recorded delivery - that way HP cannot deny receiving your letter.

Good luck and best wishes

Paul
The Admin Team

_________________
=======================================================
Calculate the minimum refund that you would be entitled to.
FAQ's
Why you should not accept a repair
Links to evidence
What is the Nvidia Defect?
Step by step help to getting a refund
Do you need an engineers report?
=======================================================

If you like what you see on this forum and would like to help then please post links to this forum in other forums or blogs. The more people we can help the better.


Please note that I am not legally qualified and I only offer my own personal advice. You are advised to seek professional legal advice for formal clarification of advice I give.

Just to bring you up to date.

I have spent the past three weeks dealing with HP and I have to say their ‘Customer Service’ takes incompetency to levels I didn’t think existed. Incidentally their Customer Services is based in South Africa.

After one recorded delivery ‘Letter before action’ (unanswered), nine emails (most of which went unanswered) and scores of phone calls (most of the promised return calls never materialised) I end up with an offer of a free repair but with a three month warrantee. They stated my case had progressed though their process was referred to the legal department and that that was the final outcome.

When I explained that unless I had a written assurance that in the event of future failure, the PC would then be replaced or the price of the unit refunded, the support lady explained she was unable to make such an offer.

I explained that I was offering them an opportunity of resolving this issue prior to incurring further costs (Engineers reports, court costs, expenses etc.) that they would ultimately bear. They just couldn’t care less; in fact one operative wished me luck with the court case.

And in summary that is where I am, gone full circle and achieved zilch.

So now it’s an engineer’s report and as I paid with my credit card then a Section 75 Consumer Credit Act claim.

Anyone that has to deal with HP has my full sympathy. Oh, and the other lesson I have learned from this is never, ever buy HP products again.

Regards

Benny.

Hello Benny,



I have to agree with you on that.

HP's customer service is shockingly bad and they are, by all accounts, a complete nightmare to deal with.



HP are nothing if not consistent and this is yet another example of their shockingly bad customer services.

Why on earth would a customer, who purchased a laptop in good faith and who ended up with a lemon, chose to accept a repair with no guarantee of freedom from defect and a mere three months warranty?



You hit the nail on the head when you stated "They just couldn’t care less" - what appears apparent is that, in my opinion, it seems their profits are more important than their customers.



If you need any advice on obtaining an engineers report please take a look here:- need-an-independant-engineers-report-t62.html

Once you have sent HP a copy of the report along with a letter before action if they fail to respond then you should turn your attention to the card company who are obliged to help.

If you have any questions or if you need any advice then please let me know.

Good luck and best wishes

Paul
The Admin Team

_________________
=======================================================
Calculate the minimum refund that you would be entitled to.
FAQ's
Why you should not accept a repair
Links to evidence
What is the Nvidia Defect?
Step by step help to getting a refund
Do you need an engineers report?
=======================================================

If you like what you see on this forum and would like to help then please post links to this forum in other forums or blogs. The more people we can help the better.


Please note that I am not legally qualified and I only offer my own personal advice. You are advised to seek professional legal advice for formal clarification of advice I give.

Hello Paul,
The courier collected my failed PC today (18th), it should be with you shortly for evaluation. (It’s with battery but less mains lead). Incidentally, I failed to mention on my ‘summary of fault’ that (when it works) the unit gets extremely hot. Is this something you monitor as part of the diagnostics testing process.

Once again many thanks for all your help and encouragement in this battle against a company that never fails to disappoint.

HP invents……………excuses.

Regards,
Benny.

Hello Benny,



Couldn't agree more!



Thank you for that, I will update you as soon as the laptop arrives with me.



Yes, if your Windows installation intact then I would run some temperature tests and document them in the report accordingly.



Thanks for that, much appreciated.

Any questions please let me know.

Best wishes

Paul
The Admin Team

_________________
=======================================================
Calculate the minimum refund that you would be entitled to.
FAQ's
Why you should not accept a repair
Links to evidence
What is the Nvidia Defect?
Step by step help to getting a refund
Do you need an engineers report?
=======================================================

If you like what you see on this forum and would like to help then please post links to this forum in other forums or blogs. The more people we can help the better.


Please note that I am not legally qualified and I only offer my own personal advice. You are advised to seek professional legal advice for formal clarification of advice I give.

Hi Paul,
Now that your report has confirmed my PC is indeed inherently defective I shall move onto the next step in the process.

I have the option of my Credit Card Company as well as HP. Regarding the CC Company do I simply use the standard template or shall I make reference to the engineers report as evidence of the defect.

Also, in pursuing the CC route can I reclaim the cost of the report.

Regards,

Benny.