The Nvidia Defect Forum

Hi guys,

After having purchased the HP 6735s from Ebuyer in April 2009 for my sister, we noticed from the outset it overheated quickly and always advised her to ensure it was propped up by a book and not used on her kneee to avoid it overheating as regularly.

One day the screen would not display anything despite the machine sounding like it was running. The next day it worked fine, until approx a month ago when the screen would no longer come on at all.

Luckily I have found this site and realised there is a defect with these machines.

I have taken the advice posted and contacted ebuyer with the following enote:

"Good afternoon,

I purchased the HP 6735s Laptop from yourselves in April 2009.
The laptop has had overheating problems from day one, and in late November
of this year the laptop will no longer display anything on the screen.

I have looked into the issue and beleive it is inherently defective due to
the Nvidia GPU.

I am aware the laptop is out of warranty but this is irrelevant as I have 6
years from date of purchase to take action against a retailer when the
goods in question are inherently defective as per the Sale of
Goods Act 1979(as amended).

I will not accept you referring me to the manufacturer as I purchased this
item from you so therfore my contract is with yourselves (sales contract).

Please could you respond with a course of action to either refund or
replace this laptop.

I hope this can be resolved quickly, I have had no problems with the
service I have received from Ebuyer in the past and hope the resolution of
this will not be any different.

Kind Regards"

To which I have received this reply:

"Dear Liam,

Thank you for your contact with our Customer Support Team.

After checking your order I can see that your item is now out of the one
year Ebuyer warranty period. Please contact the manufacturer who may be
able to offer you a chargeable repair on the item.

I apologise for any inconvenience and annoyance this may have caused.

Kind Regards,

Vincent

Ebuyer Customer Support Team"

To which I have this morning replied:

"Vincent,

The warranty status is irrelevant as I have 6 years from date of purchase
in which to take action against the retailer (Ebuyer)when goods are
inherently defective. I am sure I do not have to remind you of your
obligations under Sale of Goods Act 1979
(as amended).

As the laptop has failed due to an inherent defect, it is not of
satisfactory
quality nor is it durable and so you are in breach of contract.

I purcahsed the laptop from Ebuyer and have a sales contract with Ebuyer,
NOT the manufacturer so I will not be approaching them or paying to fix
something that is defective.

I require a refund or a replacement laptop, please advise.

Regards

Liam"

I just thought I would post this as a record of my correspondance and if anyone was able to offer any advice it would be much appreciated,

Thankyou

Liam

Hello Liam and welcome to our forum.

The problem with your laptop is not related to the Nvidia defect as your laptop does not contain an Nvidia GPU.

Instead it contains an ATI GPU and the failure of your laptop is caused by a breakdown in the BGA grid that bonds the GPU to the mainboard.

Ebuyer's next response should be to offer to collect your laptop in order to inspect it to confirm or refute your claim that the laptop is inherently defective.

Ebuyer have sold a large number of your model of laptop and seem to be dealing with a large number of returns so they are more than aware of the problem.

Let's see what their next response is then pop back here and let me know and I will advise further.

Fingers crossed for you.

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.

Hi Paul,

After you had posted your reply I received an email from sombody different, so they must have passed it on after I didnt let them fob me off. So glad to have found this site!

The email I received is below:

"Dear Liam,

RE: Order – 12575998

I am writing to you today further to your letter of complaint which has been passed to me to be addressed. First of all please accept my most sincere apologies on Ebuyer’s behalf for any inconvenience that may have been caused with this issue. I can assure you this is not indicative of the usual high levels of service offered at Ebuyer.

Having looked into your query further I can advise that as per the Sales of Goods Act 1979 (as amended) you are able to have the item repaired or replaced up to 6 years. However, this only applies if you are able to provide proof that the item was purchased with an inherent fault or a fault that has occurred due to a manufacturing defect.

We will arrange for the item to be collected and returned to Ebuyer, where the item will be tested and a technician’s report created. Once this has been completed we will contact you within 7 days to advise on an outcome.

Please note: if the item is found not to have an inherent fault or manufacturing defect we will return the item back to you, this will incur a £10 delivery charge.

Please can you contact me with a suitable date and address for the collection to take place from and I will action this. We offer collections between the hours of 9am and 5pm, Monday to Friday. Please can you also provide the fault description in full for reference.

Once again I apologise for any inconvenience caused.

Kind Regards

Becky

Resolution Team"

Hello Liam,

That is excellent news as it means that you are now moving forward with your claim.

Fingers crossed that they confirm that your laptop is indeed inherently defective.

Looking forward to your next update.

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 my laptop went down when I was away in the states back in November. Anyway I finally decided on Monday to look into getting the laptop repaired when thank god I stumbled across this site. I instantly stole Liam's email so thank you for that lol. Anyway ebuyer instantly gave me the response that they need to look at the laptop etc so they are collecting it tomorrow. Will keep you all updated on the progress. Thanks to Liam again for such an awesome email to steal lol

Hello Scubahood and welcome to our forum.

Sorry to hear that your laptop has failed.

You should bear in mind that there was an error in Liam's email insofar as he stated that he believed his laptop had failed due to the Nvidia defect.

Unfortunately your model of laptop does not contain an Nvidia GPU but rather an ATI GPU.

The problem with your laptop relates to the BGA grid underneath the GPU and like the Nvidia defect this is an inherent problem.

I hope that you don't mind me pointing this out.

Ebuyer seem to have cleaned up their act with regards to the way they are dealing with this problem so you shouldn't be messed around like some customers are with other retailers.

Fingers crossed for you and I look forward to your next update.

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.

I do not mind you pointing that out at all. I was asked in a later email to describe the problem I just said that the screen was blank and that the cap lock blinked five times which was about as in depth as I could go with them. Fingers crossed on a good response from them. Im just glad I didn't smash it up in Florida like I planned to lol

Hi Paul hope you are well.

I have this morning received a response from ebuyer:

"Dear liam,

Following extensive tests by our Returns Technicians, we have located and repaired the fault you reported. We will ship the repaired product as a matter of priority via our couriers.

If you wish to track your order, please log on to http://www.ebuyer.com.

We apologise for any inconvenience caused.

Kind regards,

Ebuyer Technical Support
http://www.ebuyer.com"

I was wandering if this problem can actually be fixed, or if it is likely to go down again in the future.

Basically, do I accept that it is fixed, or refuse it, or ask them to explain what has been done or if the defective part has been changed for a new non-defective part?

Sorry to ramble on...

Thanks

Liam

p.s no worries Scubahood but Paul is right I did make an error within the original email.

Hello Liam,

Now that is unusual if your laptop had the defect as Ebuyer have already admitted that these laptops cannot be repaired so it will be interesting to know what exactly they have repaired.

I would give them a call and would ask them to explain what the fault was with your laptop. If they state it was due to the GPU then you should question them as to why they have repaired the laptop when they have already admitted that these laptops cannot be repaired.

You never know, they may have repaired something else, though I doubt it if they haven't charged you.

I would be interested to know their response.

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.

Hey guys just woken up with a cold so was expecting a shitty day but then checkedy email and was greeted with this little beauty.

"Dear Adam Swaisland,
 
Following extensive tests by our Returns staff, this item was found to be faulty. Therefore a refund will be issued once the RMA has been closed.
As per section 9.2 of our terms and conditions and in line with the Sale of Goods Act 1979, as this item is over 6 months old you will only qualify for a proportionate refund of the original purchase price. Therefore we are unable to issue a replacement as initially requested.

More details can be found in the Your Account section of www.ebuyer.com.

Please note; debit/credit card refunds can take up to three working days to clear.

Kind regards,

Ebuyer Customer Support
www.ebuyer.com
http://www.ebuyer.com"

Another victory! Thanks to everyone on the site for the awesome information provided