The Nvidia Defect Forum

Hello All,



Just been kicking myself why I didn't come across this alot earlier but better late than never.

I purchased a HP Pavillion dv2000 from Dixons in December 2006. I kept this in top nick and always took extra precautions when using this to try prolong the life span but clearly that hadnt been the case.

Early 2009 I started experiencing following symptoms :

Firstly black squares,
Black lines across the screen,
Until around June 2009 I laid it to rest as I got a complete blank screen

I moved to the Netherland July 2009 due to work commitments and stored this laptop at UK address and added it to doo list. I didn't get round to finding cure until I stumbled across this site which is God Send hence I remember the date it became faulty.

Yesterday, I spoke to Dixons who confirmed they have this purchase on their database and re-directed me to their head office. Luckily I registered this to my address when this purchase took place.

I have forwarded letter before action via mail to scccustomersolutionsteam@dsgiplc.com; sebastian.james@dsgiplc.com as Im am working in the Netherlands and I am unable to contact Dixon on the 0844 number that was provided. I fly back to the UK regulary so will also forward a copy of my mail via recorded delivery if I dont hear anything by the end of next week and keep within the paper trail as advised.

Dear Admin Team,

Please can you advise whether this is a worth while pursuit to pursue, reason being this was purchased quite a while back (dec 2006) ?

Serial Number: 2CE64510HR
Product number: RN065EA#ABU

Is the email sufficient for initial notification?

Thanks in advance

Khas

Hello Khas and welcome to our forum.

I certainly think that this is worth pursuing as the problems you describe sound like manifestations of the defect.

The initial email may work but if not then you will need to send a letter before action.

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

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.

Hey Thanks for your prompt response and I will keep you posted on the progress.

Looks like the ball is rolling so will now follow up on Monday when I get back from the UK :

From: SCCCustomerSolutionsTeam@dixonsretail.com
To: khx@hotmail.com
Subject: Exec case 1589607
Date: Fri, 21 Jan 2011 17:45:17 +0000


Dear x

Thank you for your e-mail dated 20 January 2011.

Sorry to learn of the difficulties that you have experienced with some of the aspects
of our service.

I have assigned your case to a member of the Customer Service Medics Team and they will
be contacting you over the next few days to discuss your matter on behalf of the Dixons Retail Executives.

May I politely request, if you have not done so already, please provide a contact telephone number
in order for us to provide you with the best possible service.

Yours sincerely

Richard Davison

Customer Service Medic

Hello Admin Team,

I recieved a call from DSG Head Office stating they are aware that the Nividia fault does exsists.

The insructed me to take my laptop to a local store for further inspection.
They checked and found a brokem right hand hinge. During the initial diagnosis they claimed that due to the damaged right hand hinge this may have caused the laptop to short the mother board.

I did state that initially i was getting an intermittent video output but over time this deterioated to no picture output at all. Also tried to output picture to a external monitor but no joy there too. Finally did state when the video output was working I did get a nividia graphics card error message but cant quote the exact terms top mz m head as it has been a while.

I have been requested to provide an engineers report in order for them progress this issue further.

Taking the next step now and have registered on lapcure for the report.

I will keep you posted on the progress.

Thanks in advance

Hello Khas,

Well, it is a good job I have seen the insides of a huge number of this model of laptop and I can say it would be very difficult for the hinge to short out the mainboard.

Did you know there was a hinge problem? Were the lines there before or after the hinge problem?

We will see when your laptop arrives with us and I will let you know my findings, but I think it is highly unlikely the hinge has anything to do with it.

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 the detailed report you have provided and well impressed with the way you have covered every angle in order to defend my corner. The hinge problem was there well before I started getting the failure symptoms. I felt it was more a case of DSG trying to call my bluff to see whether I do go ahead with the Engineers report but this has now been acknowledged so pending feedback from them now.

I received the following from one of the customer service medics who has been dealing with my issue :

Dear Mr Khan,

Thank you for your email dated 1st February 2011. I confirm receipt and have attached the engineer's report to your case.

Please be assured that we will be fully considering your claim and I will be in contact as soon as we have reached a decision. If you wish to send us an email, please reply with history to this email address.

Kind regards,

Marie Harrison
Customer Service Medic

I have opted for the replacement option so just got to wait and see what we get back from them.

I will keep you posted on the progress.

Hello Khas,



Thank you for your kind words, much appreciated. But I only detailed the facts as I saw them. It was obvious the damage was not caused by neglect and it would have been remiss of me not to have mentioned the hinge defect in the report.

With two inherent defects you have a strong case and no longer can they fob you off.

Good luck and I hope their response is positive. I am here if it is not.

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.

Wooo Hooooooo!!!! RESULT

Hey Paul,

I received a call from DSG today afternoon to inform me of there conclusion.

They didn't mention anything about a replacement which I initially requested but offered me £360 in cash or vouchers.

I've been working night shift this week so was half asleep when taking the call and did recall the figure you provided me and this was above the figure I had in my head hence just accepted their offer. I did request a BACS payment reason being gives me more flexibility to shop around for a replacement.

I cant Thank you enough for your supportive and prompt response at every hurdle. I will add a post in Success Stories and provide all the useful contact details to help others in the same boat.

Paul, Its wasn't just me who was impressed with your report even the customer medic thanked me for providing such a extensive detailed report which didn't give them a leg to stand on.

Been a pleasure doing business and you've delivered a service with a smile.

Regards

Khas

Hello Khas,

Well done on your success

I am really pleased for you because your laptop really was a lemon and, in my opinion, should never have been sold.



Well, with two inherent defects they didn't stand a chance did they?

A similar hinge problem exists in some of the Dell range of laptops such as the Inspiron 1525, Vostro 1500 etc.

The trouble is, most retailers claim that this has been caused by customer misuse and fob them off. Unfortunately most customers are unaware of this inherent defect so just accept it.

I am glad that you found us and that we were able to help you.



Thank you for your kind words Khas, much appreciated.

Well done again and all the very best for the future.

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.