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 Post subject: Re: DV2535ea query
PostPosted: Tue May 17, 2011 6:48 pm 
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Joined: Fri May 13, 2011 1:38 pm
Posts: 27
Laptop Make: HP
Model: DV2535ea
Purchased From: High Street Store
Amount Paid: 0
Date Purchased: 0- 8-2007
Date Failed: 0-10-2009
Hi Paul

Thanks anyway - I'll see where it gets me tomorrow . . .

All the best
Pete


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 Post subject: Re: DV2535ea query
PostPosted: Wed May 18, 2011 8:52 am 
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Joined: Fri May 13, 2011 1:38 pm
Posts: 27
Laptop Make: HP
Model: DV2535ea
Purchased From: High Street Store
Amount Paid: 0
Date Purchased: 0- 8-2007
Date Failed: 0-10-2009
Hello again

Just had a nice chat with Ms Garmston, & the position now is:

The part no she gave me yesterday is indeed for the replacement mainboard, which has now arrived at the service centre; I said that as far as I was aware it would have the same fault as the original, whose number I've passed on to her.

She said that with the best will in the world Comet had to go by what HP said (& that they had admitted the fault existed on other models) rather than an internet froum, but promised to go away & find out why, if there ws no fault, HP felt it necessary to release a BIOS update that switched the fan on the whole time

I suggested that my friends might be happy if HP just stumped up for the repair, rather than the refund I originally told them they should go for, if the new board could be shown to be fault-free; Carly said she'd bear that in mind.

So, I'm now waiting for Carly to respond after she's spoken to HP again - she said it might be a couple of days. As she is more likely to be convinced by hard evidence (I made sure she knew that the BIOS update was an official HP release for that model, and that they specified the effect on the fan on their own site), is there by any chance any documentation anywhere that shows affected boards and corresponding part nos? Don't suppose so, otherwise you wouldn't have to be spending all your time doing this . . .

All the best

Pete


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 Post subject: Re: DV2535ea query
PostPosted: Wed May 18, 2011 9:36 pm 
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Joined: Tue Jun 09, 2009 6:54 pm
Posts: 7864
Graphics Card: 8600M GS
Purchased From: High Street Store
Amount Paid: 0
Hello Pete,

Like you correctly surmised, there is no documentation that lists the affected boards with part numbers.

I look forward to your next update and their answer to your question.

Best wishes

Paul
The Admin Team

_________________
=======================================================
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=======================================================


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 Post subject: Re: DV2535ea query
PostPosted: Tue May 24, 2011 4:56 pm 
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Joined: Fri May 13, 2011 1:38 pm
Posts: 27
Laptop Make: HP
Model: DV2535ea
Purchased From: High Street Store
Amount Paid: 0
Date Purchased: 0- 8-2007
Date Failed: 0-10-2009
Hello again
Update time - literally . . . Carly phoned back today with their response to my query as to why HP had released a BIOS update to switch the fan on if there wasn't an overheating problem. She said that the BIOS update in fact only addressed an SD card issue. This threw me, as I was away from a computer at the time, but on checking I found that if you go through the HP site to look for updates, the only one it comes up with for the DV2535ea is F.2E, released 2008-12-15, for an SD card issue. The link you sent me is exactly the same address, apart from the file reference numbers in the middle of it, which are 59671 rather than 67384, which take you to update F.2A, released 2008-04-08 - your fan one.
So I phoned Carly back & pointed this out, & said it almost looked as though her contacts were trying to keep quiet about the earlier update - so she's going back to them to ask what's going on. She did also, however, repeat that they insisted that model was not affected by the nVidia defect (& why should they lie if they've admitted it for other models), so that the fan update could have been for some other heat-related issue.

So - that's where we're up to at the mo; but before she went she did ask, & apologised if it sounded rude, what the laptop's owner would be satisfied with; I said certainly not a chargeable repair, especially since they'd already coughed up £50 for the inspection; she mentioned a replacement, but was cagey about value because of the time element - I pointed out that a like-for-like replacement would be worth far less than the original machine (£699) anyway. We'll see what tomorrow brings - do you have any opinion as to a sensible outcome?

All the best

Pete


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 Post subject: Re: DV2535ea query
PostPosted: Tue May 24, 2011 8:40 pm 
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Joined: Tue Jun 09, 2009 6:54 pm
Posts: 7864
Graphics Card: 8600M GS
Purchased From: High Street Store
Amount Paid: 0
Hello Pete,

It is a nonsense for them to claim that your laptop is not inherently defective. Your model of laptop is failing in huge numbers and I have inspected a large number all of which were found to have the defect.

I would say if you can secure a like for like replacement then that would be a good result, as long as the specifications of the new laptop meet or exceed the specifications of your current laptop.

Let's see what Carly comes back with tomorrow At least she seems helpful, which is more than can be said about some of the other members of the Customer Service department.

Fingers crossed for you. :x

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.


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 Post subject: Re: DV2535ea query
PostPosted: Wed May 25, 2011 7:05 am 
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Joined: Fri May 13, 2011 1:38 pm
Posts: 27
Laptop Make: HP
Model: DV2535ea
Purchased From: High Street Store
Amount Paid: 0
Date Purchased: 0- 8-2007
Date Failed: 0-10-2009
Hi Paul

It's just a shame that there's no concrete way to convince our Carly - how about photographic evidence of identifaibly defective GPU boards in the disputed models? Might help, though HP could always accuse you of Photoshopping . . .

Cheers
Pete


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 Post subject: Re: DV2535ea query
PostPosted: Wed May 25, 2011 5:58 pm 
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Site Admin

Joined: Tue Jun 09, 2009 6:54 pm
Posts: 7864
Graphics Card: 8600M GS
Purchased From: High Street Store
Amount Paid: 0
Hello Pete,

Unfortunately the defect is not detectable just by looking at the GPU and so a photograph would prove fruitless.

The only way to test for the presence of the defect is by performing a rework test.

It can be very hard sometimes, especially when the manufacturers are denying that there is a defect in a particular model yet those self same models are failing in exactly the same way, with exactly the same manifestations are those models which they have admitted the defect in.

It just doesn't make sense does it?

Let's hope that Carly can come up trumps.

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.


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 Post subject: Re: DV2535ea query
PostPosted: Thu May 26, 2011 1:57 pm 
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Joined: Fri May 13, 2011 1:38 pm
Posts: 27
Laptop Make: HP
Model: DV2535ea
Purchased From: High Street Store
Amount Paid: 0
Date Purchased: 0- 8-2007
Date Failed: 0-10-2009
Oh, bother. Carly's come back with the company line that there is no inherent defect with that model. However, she said if we could produce an independent report to the contrary, they would be prepared to take action. I pointed out that this would mean forking out yet more money, and she said they made allowances for out-of-pocket expenses when settling. So, I'll be going back to the owners with this (they're not answering the phone at the mo), with the obvious suggestion that they use Lapcure's services, but I imagine they'll want to know what the likelihood is of your report verifying the nVidia defect. I realise you can't say for certain (otherwise you could do the report remotely!), but can I advise them that - with the classic 6 screen symptom - there is at least a reasonable chance that they'll be able to claim the report cost back from Comet?

All the best, a trifle despondently

Pete


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 Post subject: Re: DV2535ea query
PostPosted: Thu May 26, 2011 2:01 pm 
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Joined: Fri May 13, 2011 1:38 pm
Posts: 27
Laptop Make: HP
Model: DV2535ea
Purchased From: High Street Store
Amount Paid: 0
Date Purchased: 0- 8-2007
Date Failed: 0-10-2009
PS - having just looked to see what a 'rework test' is, I did actually manage to get my friend's laptop to work some time ago by setting the power options to 'Always on' & leaving it in its bag . . . well, it worked for a while, anyway . . .


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 Post subject: Re: DV2535ea query
PostPosted: Thu May 26, 2011 7:20 pm 
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Site Admin

Joined: Tue Jun 09, 2009 6:54 pm
Posts: 7864
Graphics Card: 8600M GS
Purchased From: High Street Store
Amount Paid: 0
Hello Pete,

I have seen the six screen problem on numerous occasions and in each and every occasion the Nvidia GPU was at fault.

I would say that I am 99% sure that your laptop is indeed inherently defective if that sets your mind at rest.

It is quite common for the retailer to request an engineers report so I would not look upon that request too bleakly.

What I will say is that if I examine the laptop and it is not the defect then all I will charge is the £20 for the collect and return carriage.

I hope the above helps.

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.


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