The Nvidia Defect Forum

Running 64bit Windows 7.

For the last month when using the laptop the screen goes all distorted and completely freezes. I reboot and it screen freezing with distortion happens again randomly.

I usually leave the laptop on sleep mode overnight but I shut it down for a change last night. When I pressed the button to power it on this morning the laptop switched on with all the lights and no display. I tried turning it off and back on, removing the battery, reseating the hard drive and memory but no luck and the screen was still blank with the fans running and lights on. I left it like that for an hour. Switched it off again and powered it back on. It booted up so I am not going to power off again.

Is this the NVidia problem? Trust my two year warranty to run out with John Lewis only one month ago.

Hello Aaron and welcome to our forum.

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

Well, looking at the image and reading of the problems you are experiencing it certainly looks like you have the defect. Coupled with the fact that your laptop contains an Nvidia 8400 I would say it is highly likely that your laptop is inherently defective.

Don't worry about the warranty status though as this is irrelevant. You have six years to take action against a retailer when the goods in question are inherently defective.

Have you approached John Lewis yet?

If you look at my signature below you will see a link to a step by step guide. This will help you reach a positive resolution.

If you have any questions or queries then please let me know.

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.

Yes, phone the central John Lewis customer serive department rather than the store as I purchased online.

They told me that it's HP's problem as it is outwith warranty even though I told them that it is John Lewis's resposibility as I purchased an inherently faulty laptop from them. They still kept telling me to contact HP.

I've just sent a recorded delivery letter (similar to this websites draft) to their main customer service manager called Shash Mistry who is based at 171 Victoria Street in London.

I will keep you updated with any reply.

I am not sure if this should be moved to the John Lewis section?

Here is their reply:

Dear Mr xxxxxxxxxx,

I was sorry to receive a copy of your letter addressed to Shash Mistry in relation to the manner in which we have managed things for you recently. I apologise for the delay in replying and trust that it is acceptable for me to reply by e-mail, in order to avoid any further delay. As your letter was addressed to Mr Mistry, I will of course ensure his Assistant is kept informed of my actions.

First of all please allow me to convey my sincere apologies for any inconvenience that has been caused. Here at John Lewis Direct we endeavour to provide a first class service to all our customers and I apologise if you feel this is not the service you have received.

At the time of purchase the HP Pavilion Laptop came with a free two year guarantee, which expired in April 2010. There would have been an opportunity at the time of purchase and towards the end of the guarantee period to extend the warranty, however I note this option was not taken.

As the guarantee on the laptop has now passed, fault free, then I cannot agree with your belief that the laptop has an inherent fault. I appreciate you feel there is a fundamental problem with this laptop based upon some reviews you have read, however, as this item has not been inspected to date, the flaws you quote are not evident in the equipment you have.

That being said, John Lewis is a responsible retailer and as a gesture of goodwill, if you are willing to arrange and provide me with a quote for repair then I will be happy to contribute 50% towards the cost.

I appreciate this response my not be what you had hoped for and I understand you may find it disappointing but I would hope it is clear that it is not my intention to cause frustration only that I must reach a fair and reasonable decision based upon the facts that are presented to me.

Yours sincerely,

xxxxxxx xxxxxxxxx
Customer Relations Manager
John Lewis Direct

Please visit our website at http://www.johnlewis.com or contact us at customerservices@johnlewis.com. Alternatively you can telephone us on 08456 049 049 begin_of_the_skype_highlighting              08456 049 049      end_of_the_skype_highlighting, lines are open between 7am and Midnight, 7 days a week, where a customer service representative will be happy to assist you.

Hello Aaron,

Their offer is totally unacceptable and so it is now time to move onto the next stage.

You will need to obtain an engineers report in order to prove that your laptop is inherently defective.

If you click on the link in my signature you sill see full details on how to obtain a report.

Once you have the report you should send John Lewis a copy along with a final letter before action.

This gives them a final seven days to comply. If they fail to do so give them a call on the eighth day and tell them that they have a final opportunity to settle and that when you put the phone down you will be filing your claim online. If they agree to settle then great. If not then you should file a small claims action against them via www.moneyclaim.gov.uk

If your laptop is indeed inherently defective then you really cannot lose.

If you have any questions 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.

Hi,
My kids laptop is a HP G70-105EA - P T3200 2 GHz - 17" TFT, with a NVIDIA GeForce 9200M GE. It cost £439 january 09 from Amazon.co.uk and in march started having screen problems with horizontal snowy lines. I left the laptop into Mplex.com and the report says:
'Possible screen cable problem, issue appeared once, checked & secured cable, has not returned since. However laptop does carry defective nvidia chip, wireless functionality gone which is a precursor to the motherboard failing. For more information on the defect see http://www.nvidiadefect.com'
And so i've arrived at this site. However, I'm not sure if its the same problem as reported on the site, as no-one else here has mentioned the same nvidia 9200m ge as me.
I contacted amazon & was told its out of warrantee so not their problem, I told them the law holds them responsible as the item was sold faulty, however, they point out that i've used the laptop for a year without problems so it can't have been faulty.
They did however offer a 'good will gesture' of £65.91 towards repair costs, without admitting liabilty.
I'm thinking of getting an engineers report done, as I don't have a lot of knowledge about the inner workings of laptops, so its difficult to speak to amazon with any conviction.
Has anyone else had the same chip as me? Or has any thoughts?
jenny (N.Ireland)

Hello Jenny and welcome to our forum.

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

I have worked on a small number of your model laptop and did prove that the Nvidia defect existed in all of them.

There is a test that can be done which will prove this conclusively so if your laptop is indeed inherently defective then it is quite easy to prove this.

Amazon were quite wrong to tell you that just because you had used the laptop for a year then it couldn't have been inherently defective at the time of sale. It can take anything from 14 months onwards for the defect to manifest itself so their claim simply does not stand up against the hard facts.

If your laptop is indeed inherently defective then you have six years to take action against the retailer. The warranty status is completely irrelevant.

If you take a look at my signature at the foot of this post you will see a link to a step by step guide. If you follow my advice in that guide then you will reach a successful resolution.

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

Please keep us updated on your progress.

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.

Hi Paul,
Thanks for your reply. I left the laptop back into Mplex to obtain the engineers report and today got a phonecall from the company stating that there was controversy over my model of laptop as to whether it carries the defective nvidia chip and they are not prepared to stand over a report in court to state definitively whether my laptop has the faulty chip.
I know you said in your last post that there was a test to prove if the chip is inherently defective, and i told that to the guy on the phone, but he wasn't the engineer so I didn't get anywhere.

I don't understand why the first diagnostic report said it was a faulty nvidea chip but now when i ask for the engineers report they won't stand over it.

jenny

Hello Jenny,

Like yourself I am unsure as to why they would not confirm the defect in a report.

You would need a report if you were to proceed to litigation as this is vital to prove your case.

If your current engineer is unwilling to help with a report then we can assist. If you need a report then please take a look at the following:- need-an-independant-engineers-report-t62.html

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.

Hi Paul,
I've read the link, does the cost remain the same even though I'm in northern Ireland?

The S/N is 2CE844KPWF and the P/N is FV792EA#ABU the model is G70-105EA if any of that helps you discover if its the same as the other models you found defective.

thanks,

jenny