The Nvidia Defect Forum

Hi guys,

First time on the site and am looking for some help regarding my 3 year old Sony Vaio

Purchased my Vaio from John Lewis in September 2008 for university and has been fine in this time

A few months ago i had some minor problems which a tech guy at my dads office sorted out

However he noticed that i had the defective nVidia chip in it (i literally had no idea)

A couple of weeks later, i was just on the internet when the screen began to flicker and finally went black

I could hear the laptop still running so i assumed, with my limited PC experience that its something to do with the chip or the backlight

Can anyone give me some help as to where i go with this? Who should i contact? What are the chances of getting a replacement as its out of warranty

Dan

Hello Dan and welcome to our forum.

Sorry to hear that your laptop has failed.

The first thing to do is to contact John Lewis and to tell them that your laptop has failed due to what you believe to be an inherent defect in the Nvidia GPU.

They may tell you that your laptop is out of warranty and that there is nothing that they can do. You should tell them that the warranty status is irrelevant as you have six years from the date of purchase in which to bring an action against a retailer when the goods in question are inherently defective.

They may then tell you to contact Sony. You should tell them that you purchased from John Lewis and not from Sony so it is entirely John Lewis' responsibility to resolve the situation.

They will then probably tell you to obtain an engineers report. If and when they do please let me know as this is a service that we provide.

There is a step by step guide on this forum that will help you reach a positive resolution and that is here:- post13.html#p13

If you follow my advice in that guide then you will be successful.

I hope the above helps.

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.

Update

Rang John Lewis who attempted to give me the hand off to Sony

Explained it was there responsibility to sort out but in the end i managed to get the head office address

Going to write a letter now to them

More updates to follow

Good luck Dan,

On the whole John Lewis have been one of the better retailers to deal with (apart from a slight blip where they sent out a potentially libelous letter about Paul ).

_________________
Please note: I am not legally qualified and therefore any postings I make are just my own personal opinion based on my experience of working for a number of years at a busy County Court.

Update - semi success

My email to the managing director was responded to by someone from the department who referred me to the Technical Support

A couple more emails back and forward and they have apologies, asked for a report whereby they will refund cost of report and laptop providing it is damaged by the inherent defect

**********************************************************************************************
From: Eleanor Otley
To: Removed
Date: 17/06/2011 11:56:20
Categories: DL12
Subject: Your John Lewis Query

Dear Mr Risk

Our Reference: 110615-000773

Thank you for your e-mail received 14 June 2011 regarding your Sony Vaio VGN-AR17J Laptop.

Please accept my sincere apologies for the problems you have experienced with this product. We would however require a report stating the nature of this fault and we would be happy to reimburse you for this report providing it states that there is an inherent fault.

Once we have received this we will be able to process your claim accordingly. To enable us to resolve this matter quickly, please provide a suitable contact number and we will be able to discuss any further issues you may have regarding this incident. Alternatively you are able to contact us at Customer Care for John Lewis Technical support on 01392 429423 or via e-mail CustomerCare@johnlewis.co.uk, our office hours are 09:00-18:30 Monday-Saturday & 10:00-18:00 Sunday.

Yours sincerely
Eleanor Otley
Customer Care Manager
John Lewis Technical Support

*****************************************************************************************************

Reasonably good news that

How do i got about sorting out the report now buddy?

Dan

Hello Dan,

Well that looks like good news as it means that you are, at last, moving forward with your claim.

In order to proceed with an engineers report please take a look at the following post:- need-an-independant-engineers-report-t62.html

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.

Hi guys,

Have put in for laptop to be collect for an engineers report so hopefully be with you in the next few days

Dan

Hello Dan,

Courier is now booked and I have sent you an email with further instructions.

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.

Looks like were getting somewhere

Spoke to a guy from John Lewis today and offered me £465 (including engineers report) so £400 for laptop and £65 for report

Think this is a good offer and tried some haggling but to not much luck

Any advice? should i bite there arm off or push for more

I paid £550 about 3 years ago so i think it sounds like a reasonable offer

Dan

Hello Dan,

Well that is good news and it looks like you are almost at a resolution.

I did a quick calculation based on the information in your profile, which was a purchase date of September 2008, a reported failure date of June 2011 and a purchase price of £570 and I calculate that the minimum refund that should be offered is £373.75 including the report so their offer is very good and I would advise that you accept it.

John Lewis have yet again excelled in this matter and they have changed the way I used to think about them.

Well done John Lewis!

I am pleased that this is ending positively for you Dan.

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.