The Nvidia Defect Forum

Well i've almost reached the end of my tether, and due to the incredibly poor customer service I wonder how Comet are still in business.

This is incredibly long so i'll apologise for it now.

I got my HP DV6231eu laptop in March 2007 with extended warranty. I was starting an Open University degree and having looked at a few laptops instore the sales monkey talked me into getting that one.
After a few months the wireless stopped working, a little while later starting again. This kept happening. Eventually in September 2008 I contacted HP and they agreed to take it in and repair the motherboard admitting that there were inherrent problems with it.

Just over a year later, October 2009 my laptop developed the same fault. I contacted HP who this time admitted there was a problem but was not accepting that they were responsible and so would not do anything about it. I contacted Consumer Direct wanting to know where I stood and could HP seriously get away with it.

I was advised that I should take the laptop into Comet and let them repair it either through my extended warranty or through the Sales of Goods Act. Having taken the laptop into store they repaired it under the warranty.

So, motherboard replacement 1- September 2008, replacement 2- October 2009.

In January 2010 the laptop went back to Comet. The screen was blacking out, the wireless wasn't working and the laptop was refusing to charge (I'd replaced the charger so I knew it wasn't this).
I recieved a phone call from the repair centre claiming the motherboard was working fine (not sure I believed them, but couldn't prove anything), but the screen invertor had died and needed replacing as did the battery. I was also told that I should upgrade the memory as it would enhance performance and mean less strain to the motherboard (I hadn't got a clue about any of it and so upgraded the memory £39.99). Other repairs were carried out under warranty but i'd have to source the battery as this is not something they dealt with.

On the 16th June 2010 my laptop would not switch on. The lights would flash on the panel and you could hear it trying to whirr into life but nothing! Comet wouldn't take responsibility. The extended warranty with them had finished and i'd now got one with D&G and was told to contact them, so I did. The laptop was booked in and the repair centre was, yes you've guessed it, Comet. So yet again I take the laptop in to store for them to forward on to the repair centre.

On the 21st June I recieve a call to say its repaired and ready to collect. So, motherboard replcement 3- June 2010.

On the 25th June 2010 the laptop won't switch on. The lights are on, its whirring away but nothing. Wow, its lasted 4 days this time!! I contact Consumer Direct who advice me not to go through D&G but to persue Comet. So I wrote to Comet Head Office asking for a like for like replacement or refund.
I get a few phone calls from Ron Teale who having spoken with the repair centre manager assures me that they have new motherboards without the inherrent fault. I'm obviously skeptical and question why my laptop had been repaired previously if they knew they were faulty. Apparently I was just unlucky!!! Anyway it gets collected and is repaired and returned on the 8th July. So, motherboard replacement 4- July 2010.

The next day, 9th July, Ron calls to ask if the laptop is back and working. I confirm that yes it had returned and was working.

However, on the 11th, 12th and 16th I got up to find that even though the laptop had been shut down correctly and lid closed overnight it had restarted and was cooking itself. It was roasting and could only be touched with a tea towel. On the 17th whilst I was using it the laptop switched off and would no longer re-start.

I called Ron's office on Monday 19th and was told that Ron was on holiday and anyway my case had been closed as they'd repaired it. The person I spoke to was not interested that it had already died and told me to take it into the local store to get a further repair under the warranty.

Obviously not happy, I called Consumer Direct. They advised me to write again and this time not back down to a further repair, and insist I get a replacement. They were given 7 days from reciept of letter to respond, and today is day 5 so still waiting for a response.

What a nightmare!!! I've obviously had to give up my degree due to the fact that my laptop was being taken away so frequently for repairs and was often away for approximately 2weeks at a time that I couldn't get assignments completed.

Anyone got any advice as to what I should do next?

Hello Msn and welcome to our forum.

Sorry to hear of the problems you are experiencing with your laptop.

First of all, good news. Your laptop has had a BIOS update released by HP on 30th November 2007 named F.3D.

This BIOS update was marked as critical and served the following purpose:-



Reading further into the HP Website it also states:-



So, as early as 30th November 2007 HP were well aware of the potential for the catastrophic failure of your laptop else why release a BIOS update that switches the fans on 24/7

The interesting thing is that this BIOS update was released whilst you were still in warranty.

Did HP send you an email or a letter telling you that your laptop was inherently defective?

If not, which they probably didn't, then how were you to know to update your laptop with this "critical" update that would keep your laptop cool?

The fact is, they should have made sure that owners of your model of laptop were notified as soon as possible that there was a problem with the GPU in their laptop.

Your laptop will have a P/N on the underside of the laptop. Does it correspond with any of the following part numbers ?:-

=================================================
GD796EA RW773EA RW785EA RY603EA RY616EA
GD797EA RW774EA RW790EA RY604EA RY617EA
GD799EA RW775EA RW791EA RY605EA RY618EA
RK654AV RW776EA RW792EA RY606EA RY620EA
RW114AS RW777EA RW793EA RY607EA RY621EA
RW767EA RW778EA RY596EA RY608EA RY622EA
RW768EA RW779EA RY597EA RY609EA RY623EA
RW769EA RW780EA RY598EA RY612EA RY624EA
RW770EA RW782EA RY599EA RY613EA RY625EA
RW771EA RW783EA RY600EA RY614EA RY626EA
RW772EA RW784EA RY602EA RY615EA
=================================================

Moving on to some of the other points you made.



Well, the loss of wireless is one of the first manifestations of the defect and we see here that they admit to the fact that your laptop is inherently defective.

They they go on to say:-



How on earth can they not accept responsibility when they have already admitted TWICE that your laptop is inherently defective?

Have they not heard of the six year rule? This rule means that you have six years from the date of purchase to take action against a retailer when the goods in question are inherently defective.

They certainly cannot get away with this and they would certainly lose in the small claims court if they tried that one.



Enhance performance yes, but less strain on the motherboard? What absolute baloney!

Comet are clearly responsible for the lemon of a laptop that they sold you. So much for the "new motherboards without the inherrent fault" that Comet keep claiming to be able to get.

This is exactly why I always advise customers to say no to a repair. It is too hit and miss as to whether or not the board you will receive will be defective or not.

I would now give Mr Teale a call and tell him that you either want a refund or a replacement laptop or it is off to court you go.

You should refuse any offer of a repair.

I wonder if the board in your laptop is a new one or if it is one that has been repaired. I have worked on quite a few laptops that had been "repaired" by Comet or Comets agents and it was proved that the boards that had been used were boards that had failed previously and had been repaired.

If they refuse to comply then you will need to obtain an engineers report that will prove in a court that your laptop is inherently defective and that it hasn't just failed due to wear and tear.

If you look at my signature at the foot of this post you will see a link to a step by step guide to reaching a resolution. If you follow my advice in that post then you will reach a successful resolution.

If your laptop is indeed inherently defective and it certainly sounds like it is, then Comet do not have a leg to stand on.

They may not like it but if you were to proceed to court then you really could not lose.

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

Please keep us updated on your progress.

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.

Hi Paul

Thank you for all that information.

With regards to the BIOS update that has been done each time the motherboard has been replaced, or shall I say thats what i've been told each time i've collected it from the store. But I certainly wasn't made aware of it needing one prior to the first replacement motherboard being installed by HP.

How would I know if the replacement motherboards have been new or just re-conditioned ones? Or would I not? Is that only realised by taking the laptop apart.

Yes the P/N number (whatever that stands for) does correspond. Mines got RY598EA. Is that bad??

I'm allowing Comets Head Office the 2 days they have left from receipt of my last letter I sent. I've been advised not to call them again, and try not to get into discussions over the phone with them as the last person I spoke to was incredibly rude, and basically told me that since i'm paying for an extended warranty I might as well use it, so basically lets try and pass the buck onto someone else and get D&G to sort out the mess.

I'm certainly not accepting any further repairs. I didn't want to accept the last one but Consumer Direct felt that since Comet were asking for one last chance they thought they may have actually resolved the motherboard issue. I feel i've been incredibly patient and very reasonable considering the length of time it spends at the repair centre for each repair. But 10 days away at the repair centre to get 3 days use out of it when it comes back is ridiculous, however 9 days use after it was away 48hrs being repaired isn't much better!

Thanks for the info and advice, its much appreciated.

Hello MSN,

The fact that your P/N is on the list I gave you is excellent news.

Your laptop has been identified by HP as being inherently defective and that information is here:- http://tinyurl.com/5ltm72

Armed with this information your case is made even stronger because now they cannot deny that your laptop us inherently defective.

What a shambles it is. Why oh why do they keep offering these useless repairs is beyond me!

I don't think you will even have to go to court on this one as the number of repairs that you have had and the evidence speaks for itself.

Regarding your question about the mainboard, it would be difficult to tell if the board was new or refurbished unless it was opened.

It is a shame that you cannot even boot the laptop. If you can, even for a short while then you would need to press the F10 key when you see the HP logo. You will then be in the system BIOS and you should make a note of the serial number and part number of the mainboard. You should then check these details against those on the underside of your laptop to see if they match. If they don't match then please let me know those details and I will check if it is a refurbished board.

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.

Hi Paul

Well i've managed to get it switched on. Stupidly not by the power button but by running my hand across the volume control panel (???). Can't switch it off though without releasing the battery!

Ok, all the information i've been able to get off the BIOS screen

Notebook Model: HP Pavilion DV6000 (RY598EA#ABU)
System Board ID: 30B7
Processor type: AMD Turion (tm) 64 x2 Mobile Technology TL-50
Processor Speed: 1600MHz
Total memory: 1024MB
BIOS version: F.25
Serial Number: CNF6513MXD
UUID Number: (on two lines-1st line) 434E463635313349
(second line) 5844001636CA30A7

I didn't know which bits were what so have made a note of all of it. But if i'm right in thinking, the BIOS version isn't what you mentioned earlier on?
I've also just realised that the Serial number on the BIOS is CNF6511MXD, whereas the stamp on the underside of the laptop is CNF6513BCD. It's only the last three letter that are different, but does that make a difference?

Thank you for your help, i'm beginning to feel more positive about it now.

Hello Msn

Well that is most unusual. Does the serial number of CNF6513MXD correspond to the S/N on the underside of your laptop?

The reason why it is unusual is because it has a BIOS version of F.25 and there was no F.25 for your model of laptop.

What this means is that the mainboard in your laptop has been "flashed" with your laptop's details but it is not from the same part number as what you had originally. This is evidenced by the fact that there is no F.25 BIOS update on the HP Support site for your laptop. (flashing is where your laptops details are programmed into the BIOS of the replacement mainboard).

It will be interesting to know exactly what part number the board is, though this can only be ascertained by examining the board itself.

What I cannot comprehend is that your laptop was the subject of a recall due to the fact that, in part, they were overheating. Why then did they continue to supply you with the same defective boards?

Why didn't Comet realise that there is a major problem with your model of laptop and just swap it for an alternative laptop?

You actually have them over a barrel with this one and you should tell Mr Teale that unless he conforms with his legal obligations then it is off to court you go.

You should further tell him that the evidence you have is irrefutable and that you do not even need an engineers report to prove your case and that they should settle now before incurring further costs.

I will bet that an offer will be soon forthcoming.

If you have any questions 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.

The label on the underside of the laptop states
S/N: CNF6531BCD
P/N: RY598EA#ABU
So no, the serial numbers do not match.

Apart from the last repair, the motherboards they've been using previously is part number 443776001, so unsure as to why they've changed to a different one that yet again doesn't appear to work.

With regards to a replacement laptop, that is what I have been requesting since October 2009, but i've had various people at Comet saying its not down to them to make the decision. So far its been blamed on instore team, instore managers, the engineers at Comet on Call, D&G, it just goes on. No one wants to take responsibility.

Hello Msn,

Well, your contract is with Comet and it is Comet who are solely responsible.

They cannot wriggle their way out of it nor can they pass the buck. It is Comet and Comet alone who are responsible.

Don't let them fob you off, the law is clear in this respect and as you purchased from Comet then it is Comet who are duty bound to you. What ever happens internally is their problem.

You should send them a letter before action. There is a template available here:- letterbeforeaction.pdf

You should download that, edit it with your details and send it via recorded delivery to Mr Ron Teale at Comet HQ.

This gives them seven days to comply. If they fail to do so, and thy would be very foolish if they did, then you will have to obtain an engineers report. Please let me know when you get to this stage as this is a service we provide.

Once you have the engineers report you should send them a copy along with a final letter before action, a template can be found here:- letter-wth-report.pdf

This gives them a final seven days to comply. If they fail to do so then you should pop on over to www.moneyclaim.gov.uk and file a small claims action against them.

Any costs that you incur are recoverable from Comet.

Full help can be found in the step by step guide which can be foud here:- post13.html#p13

If you have any questions 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.

Ok, time for an update....and I apologise now for the sarcastic undercurrent but i've now gone from being stressed and wound up to finding the whole matter ridiculous and at times quite humerous.

Anyway I recieved a full and final settlement offer from Comet, great you might think, they're finally learning. But no i'm afraid not. They offered me the most ridiculously insulting offer you could think possible. And after many PM's to Paul (Lapcure) and phone calls to Consumer Direct I found out what was a reasonable amount to expect. And if Comet had only sorted it out sooner I'd not have had chance to find out all the additional information I now know. As I found out that since the repairs were all due to the inherrent faults I should not have had them done under the warranties I had purchased and that these too should be refunded. So further letters were written stating my very reasonable demands for my very expensive paperweight.

Having been to the post office again Saturday morning I put away my Comet folder and documentation which I had been preparing ready for taking legal action and enjoyed my weekend knowing that if Monday mornings weren't bad enough someones was going to be made worse.

I got in on Tuesday to find a message left on the machine from the very man himself requesting that I give him a call. What's there to discuss I wondered. He's got it all written down what i'm asking and my terms, he can either send the cheque or await legal papers. But I do the right thing and give him a call. I get told the offer won't be increased, that its felt its fair, and considering the laptop is still under warranty he'd spoken with D&G who stated they wouldn't replace it but would still be repairing it had I have called them regarding the problem.

Anyway it was an unusual phone call with some rather unusual statements considering information I had already been given prior to contacting Comet with regards to my inherrently faulty laptop and so I felt further information was required in order to clarify some of the things stated. So a couple of additional calls were made, one to D&G and a further one to Consumer Direct.

My last repair that should have been carried out under the terms of the Sales of Goods Act was in fact carried out under my D&G warranty. Yes, Ron contacted D&G and authorised them to repair it on my behalf, which he had no authority to do!!! So he seems to have missed section 48B Repair or Replacement of Goods contained in the Act, but especially point 2 in which it states that the seller must repair or replace and the seller must bear all costs inurred. So it seems to me that his attitude is lets fob you off and pass the buck onto someone else. Sorry Ron, not going to happen!!!

A few further letter have been written and sent. And I have actually requested that he does not call me again (and spout further lies) but writes to me. If he refuses then we all know he's got something to hide.

Hello MSN,

Comet should never have passed the buck to D&G to resolve, especially when they must have known for a fact that your laptop was inherently defective.

Ron should not have authorised the repair with D&G and I wonder how many other laptops these insurance companies have picked up the repair bill for.

Don't let Comet fob you off, tell them in no uncertain terms that you want either a refund or a replacement or it is off to court you go.

Comets position is indefensible though that will probably not stop them from trying, fruitlessly, to defend themselves.

Stay strong, be persistent and you will succeed.

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.