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 Post subject: Re: DV2535ea query
PostPosted: Thu Jun 23, 2011 6:33 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,

Quote:
Update time, as the press somewhat worryingly report Comet being put up for sale . . .


After losses of £9million I would put it up for sale as well.

The trouble is, the internet is killing a lot of the high street stores and goods can, in most cases, be purchased much cheaper online.

Why are they prevaricating over this? They have had a large number of your model of laptop returned so they must be aware that the report is correct.

Still, I guess that they need HP to confirm the defect in order to be able to claim back any losses they incur in settling with you.

Like you quite rightly stated, time will tell.

Fingers crossed for you. :x

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.


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 Post subject: Re: DV2535ea query
PostPosted: Tue Jun 28, 2011 7:48 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
OK . . . the saga continues . . .
Hi Paul

Heard back from Comet today, who say that
a) because of the Lapcure report, HP will carry out a free repair of the laptop - though they still maintain that that model does not suffer from the fault
b) they (Comet) cannot say - because HP won't tell them - what the part number of the replacement board is, but they (Comet again) are willing to guarantee in an email that it is free of the nVidia defect
c) although HP will only guarantee the repair for 90 days, Comet will accept complaints for an unspecified period after that time
d) Comet have never in fact had a complaint about a malfunction after one of these repairs
e) they'll refund the full cost of the inspection

Obviously the temptation is to go for it, as an easy option (though I haven't spoken to the owner yet), but there is the niggling worry that it's letting Comet/HP off the hook.

Any thoughts?

All the best

Pete


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 Post subject: Re: DV2535ea query
PostPosted: Tue Jun 28, 2011 8:05 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,

If they are prepared to put in writing that the repair will be free of the Nvidia defect then I would advise that your customer accepts the repair.

The email that they send will have to state, verbatim, that the mainboard is new and is free of the Nvidia defect.

It certainly looks like you are moving forward though so that is good news.

Good luck and best wishes

Paul
The Admin Team

_________________
=======================================================
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FAQ's
Why you should not accept a repair
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What is the Nvidia Defect?
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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: Sun Jul 10, 2011 8:58 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 again

Result! :! :! After one false start, I've now had the following from the Director's Office at Comet:

Having reviewed this matter with Hewlett Packard I can confirm that they are aware of the nVidia defect with Mrs xxxxx's laptop and have agreed to carry out a free of charge repair.

Unfortunately, I am unable to confirm any part numbers however, please note that the parts used to repair the unit will be of the latest revision and will be free of the original defect.

I have discussed this with the xxxxxxxx store this morning and they are aware of the matter and will contact me once they have received the laptop. I will then make the necessary arrangements for uplift with Hewlett Packard.

Once again please accept my sincere apologies for an inconvenience this matter has caused.


Accordingly, they now have the laptop back to effect a - hopefully permanent - repair. They are also refunding both your inspection charge and their own £49.95 from last year when this saga started with them. It's interesting that HP have actually admitted to the defect existing in a laptop that is not on their list - but they still will only accept blame on a case-by-case basis; still, more work for you! - anyone would think you've got an agreement with them . . .

Two people have been fundamental to getting this sorted: your good self, obviously, for all the work & support you give this forum (and the actual inspection) and Carly Garmston at Comet, who has never been less than courteous & helpful - within the limits of working for Comet! - and has always returned calls as promised; the sort of things you'd expect of a customer service agent, but all too often don't get.

So - thank you again; nothing personal, but I sincerely hope I won't be asking for your help again

All the best

Pete


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 Post subject: Re: DV2535ea query
PostPosted: Sun Jul 10, 2011 5:21 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,

Well done on your success. :! :! :! :!

You are not the first to comment on how helpful Carly from Comet is and so I have to say well done to her.

Whilst Comet's Customer Service is renownedly bad, it is a breath of fresh air when someone actually says that they have had a good experience.

I do hope that the repair that they have offered is indeed permanent and that the board they use will indeed be free of the defect.

If, in the unfortunate circumstance, your laptop fails again then you know where we are.

Fingers crossed that you won't need us again. :x

Well done again. :! :! :! :!

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.


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 Post subject: Re: DV2535ea query
PostPosted: Thu Mar 08, 2012 10:03 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
Ah well - I suppose it had to happen . . .

The laptop's died again - no display at all this time, just the one long, two short POST beeps that would seem to indicate a video problem.

It's well past the 90 days guarantee Comet offered, Carly Garmston's moved on to pastures new - do you have any suggestions?

Thanks

Pete


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 Post subject: Re: DV2535ea query
PostPosted: Thu Mar 08, 2012 6:29 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,

Welcome back to our forum.

I am sorry to hear that your laptop has failed again after a repair. I hate to say it but I have no confidence whatsoever in such repairs and the relevant spare parts.

You are now in a perfect position to pursue a refund, though the value of such a refund will be severely diminished due to the passage of time.

I would therefore pursue them on the basis that the failure date is the original date that you reported the failure to them.

It is patently obvious that they have used another defective mainboard and that is evidenced by the expeditious failure of your laptop.

Remember, when dealing with you originally, Carly from Comet stated:-

Quote:
Unfortunately, I am unable to confirm any part numbers however, please note that the parts used to repair the unit will be of the latest revision and will be free of the original defect.


It is patently not free of the Nvidia defect and so they are in breach of that agreement.

I would now pursue them as before and this time ensure that they either refund or replace the laptop.

I hop the above helps.

If you have any questions or if you need any advice then 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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 Post subject: Re: DV2535ea query
PostPosted: Sat Mar 10, 2012 9:53 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

Sorry not to have been back in touch - I was waitng for reply notification rather than checking on the forum, & one hasn't arrived. Anyway . . . I haven't spoken to/emailed Comet yet, & would assume that they will say 'bring it in & we'll charge you £50 for the priviledge of telling you it's broken'. Or should I insist on returning it to you and getting an assurance that they'll pay your fee if it turns out to be the same fault?

Regards
Pete


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 Post subject: Re: DV2535ea query
PostPosted: Sat Mar 10, 2012 11:23 am 
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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 would now contact Comet and would tell them that your laptop has failed yet again due to the Nvidia defect and that you now want a replacement laptop or a refund. I would further tell them that under no circumstances are you prepared to accept another repair because you were assured the last time that they repaired it that they would use defect free parts, which they patently haven't.

If they say that they will inspect it for free then great, I would let them, but if they state that they want paying then I would tell them that you will provide your own engineers report.

As before, the cost of any consequential loss is fully recoverable from Comet.

Start off with the above and see what they say then please pop back here and let me know and I will advise further.

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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 Profile  
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 Post subject: Re: DV2535ea query
PostPosted: Fri Mar 16, 2012 9:40 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
OK . . . Spoke to Comet, who said I needed to speak to HP, as it was they who carried out the repair. Did that, & surprise surprise they said they would carry out a chargeable repair as the original repair was out of warranty. Went back to Comet, told them it was down to them, they went off into a huddle; spoke to them this morning, and they now say that having reviewed the case, since the replacement board 'did not have the nVidia defect' they also would charge for a repair. The lady I have been dealing with, Vivien(ne), said if we had an independent report done they would look at it, but that it wouldn't necessarily change anything. She would not even say that if the report showed the existence of the defect that they would definitely replace/refund/repair for free, only that they would review the situation.
I've now got to talk to the owner & advise what to do - not a conversation I'm looking forward to!

Regards
Pete


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