The Nvidia Defect Forum

Hi all,

This forum is a godsend - I thought my HP Pavillion was failing due to an OS error. I now know the truth and what to do about it.

My machine is as follows:

Product: HP Pavillion dv9700
s/n: CNF82323T7
p/n: FF492EA#ABU
Service tag: dv9823em
Warranty: 1 year
OS: Vista Home Premuim

I bought mine from PC World in Ipswich on 24.8.08. For about 6 months I've been having to switch off and on several times before it will actually boot. All of the power & lights come on, but just a black screen. It now won't boot at all - I've tried about 40 times.

When it was running, it would also get very hot - I just thought this was a bit crap but normal. I now realise it was actually seriously overheating.

I also got some of the loud beeps upon start up.

Basically, it is now the infamous doorstop. I can't afford a new laptop and I desperately need a working one to do a ton of coursework for a degree. I'm going to fight DSG Retail/PC World tooth and nail and I WILL get my money back.

I'll say a big thank you in advance for all of your help on here guys.

I'll follow the steps laid out by Paul on here. Paul, I'll almost certainly be in touch soon for the engineers report. I'm almost certain that my laptop is running Nvidia but is there any way I can check?

Many thanks

HPM

OK, so here is the first letter which I plan to send tomorrow. Any questions or comments?

PC World
Branch 0728 PCW Ipswich
The Interchange Retail Park
Ipswich
Suffolk
IP8 3TT

Thursday 1st July 2010


Dear Sir or Madam,

I am writing to you to complain about a faulty laptop that I bought from you on 24.8.08.

The item is as follows:

Product: HP Pavillion dv9700
s/n: CNF82323T7
p/n: FF492EA#ABU
Service tag: dv9823em
Warranty: 1 year
OS: Vista Home Premuim

I believe that this laptop is inherently defective due to the Nvidia GPU issue. This issue is widely reported. My laptop will not boot up; the power and lights work OK, but the screen is black. When it was working it also became extremely hot. I assumed that this was normal although I now realize that the machine was overheating.

I understand that my laptop is out of warranty. However, the warranty status is irrelevant as I have six years from the date of purchase to take action against a retailer when the goods in question are inherently defective.

Please also do not refer me to the manufacturer. I bought the item from PC World (DSG Retail Ltd) and my contract (the sales contract) is therefore with you.

I am not prepared to pay for any repair work nor for any inspections. If an engineer's report is required, I will expect full reimbursement from DSG Retail if the report does indeed prove that the NVidia defect is present.

I want either a refund or a replacement laptop and allow me to make it clear that I will not settle for anything less. I am fully prepared to pursue this issue via the small claims court if I have to. Of course, I hope that such action would not be necessary.

Please ensure all replies are sent in writing to me at XXXXXX. I would appreciate your most urgent attention to this matter.

Yours faithfully,

Hello HPmisery and welcome to our forum.

Looking at your serial number I can see that your laptop was manufactured in week 23 of 2008 and that your laptop contains an Nvidia 7150M.

The problems you describe and the fact that your laptop contains one of the known defective GPU's would indicate that the chances your laptop is inherently defective are quite high.

I have read your letter and it is fine, though the last two lines line of the letter should read:-



Other than that the letter is fine.

If you have any questions or if you need any help along the way then please let me know.

Good luck and best wishes

Paul
The Admin Team

_________________
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Calculate the minimum refund that you would be entitled to.
FAQ's
Why you should not accept a repair
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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,

Thanks very much indeed for your reply and info.

I've amended the letter as you noted and it'll be going out tomorrow in recorded post (I'll keep postal receipt and tracking details).

I'll keep you all informed as we go along.

Best regards

HPM

Wouldn't it be better sending it direct to the Head Office instead of the Branch?

You are only going to end up sending it there anyways when the Branch go "it's out of warranty, nothing we can do, it's going to cost you X gazillion pounds to repair it".

Go straight to H/O and save some time, I did.

I'm fighting Currys, part of DSG and we NEARLY had a resolution today but they didn't go that last extra step to get it all sorted. Court case looming lol

Mark

Yep you're probably quite right. I didnt get a chance to send the letter today so I'll re-address to head office and send tomorrow.

Good luck with your claim!

Cheers

Morning all

Quick update....

Didnt get a reply from my letter within the 7 working days, so I called the customer service line to give them one last chance to rectify the situation before taking further action (I thought this might also help my case in court). They pleaded ignorance to knowing anything about an NVidia issue but just took my details, logged it on their system and advised that someone would call back within 3-5 days. Interestingly, they didn't ask a single detail about the actual symptoms.

I then got a callback from a reasonably helpful guy who initially told me to take the issue up with the manufacturer as 'there is a widely reported Nvidia fault'. I refused, saying that my contract was with DSG Retail/PC World, not HP. He argued that HP are offering extended warranties and I must take it up with them. Again, I refused and advised that HP are not offering the extension on my model and even if they were, I'd still refuse it as the issue is irreparable.

Defeated, the guy agreed and said that we can then proceed with PC World's 'out of warranty' procedure. He advised me to take it into the store where the tech guys (who he said are well informed about the Nvidia issue) will prove or disprove that the fault is indeed the Nvidia issue. If it is, I will be offered either a free repair or a contribution towards a new laptop (in his words; the laptop value less depreciation based on a lifespan of 5 to 6 years). He said I would be able to claim this contribution as a BACs payment and not as a store credit if I wish. I was happy with this. Assuming an expected laptop lifespan of 5 years, I should get in the region of £310 back.

So, I took it into the Ipswich branch. The guy on the tech guys desk booked it in for a check (due to take place on 8/7/10). He said that they will then feedback the report conclusion to the customer service team whom would then call me back. He said that if it is the Nvidia issue, they will offer either a free repair or a voucher for £229. I made it quite clear that I was not going to accept either of these solutions. He argued that if I'm offered a free repair, I must accept it legally!!! He also said I'd have no chance of getting any more than £229 because he had 'dealt with several of these issues and that's all we're offering'.

I advised that a free repair is out of the question (although he reckons that they'd replace the entire motherboard) and that I would not accept £229 - I'd pursue formal action to get my rightful contribution of around £310.

I am now awaiting the call from the customer service team to hear the tech guys report conclusion and subsequent proposed action. I'll update you when I get that.

Hello HPMisery,



How typical of PC World is that!

They MUST have a script that they work from and probably hope that this "1st line of defence" will be enough to dissuade a few customers.



What a load of baloney!

Why would anyone want to accept a repair that could potentially be as inherently defective as the board that is being replaced?

£229 may be all they re offering but if that falls short of what you should get legally then it is off to court you go to let a judge decide what is fair.

You stated that the inspection would be done on the 8/7/10. Has this been done yet and if so what was their findings?

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,

Thanks very much for your reply. I think you're dead right; they work from a script - I used to work for a major insurance company that did exactly the same thing - we were all given an 'overcoming objections' script that we had to run through to push (useless) add ons to policies; things like plumbing insurance to plumbers...

My mistake, I meant to write that the report was taking place on 18/7/10 (yesterday). I'm now waiting to hear the results of that.

I'm fully prepared to 'go legal' on them thanks to all of your superb help and advice on here.

Just called the customer service line for an update as I suspected they'd take an age to reply.

"The store has checked the laptop and said it's working fine. It does get a bit warm but is nothing to worry about".

This is total, complete and utter b******t. I told her as such and she immediately said 'well if you don't agree with this, you'll have to get an independent engineers report'. I suspect that this is another tactic to put people off going any further with this complaint. I'll happily get the independent report done; Paul, I'll follow your instructions on this site and book it in.

Paul, in your report/analysis, would you able to tell if they've used the epoxy resin tweak? The laptop has NOT worked for ages so I'm wondering if they've performed the tweak....