The Nvidia Defect Forum

Hi Guys

Fantastic site, hats off to you and much gratitude comming your way.

My DV6331 was purchased direct from HP, failed in 2008 and was fixed under the extended warranty. It has now died again (big surprise - not - it would seem!).

I have navigated my way through the phone maze at HP to a nice lady at the MD's office and have followed up my discussions with an e-mail based on your first letter.

Not expecting an easy solution but will keep you posted...

Hello InnesL and welcome to our forum.

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

No surprises that your laptop failed again after a repair. This only goes to enhance my claims that there are no reliable parts available.



To be honest you are wasting your time and you will probably not get either a response or a resolution from them.

You need to send the first letter via recorded delivery rather than by email as that ensures that someone actually receives it and also you have proof of receipt. Whether or not they act upon it is their concern, though again they will probably not reply.

Once seven days have passed you should then obtain an engineers report and send HP a copy along with a final letter before action.

Your claim against HP should be for the cost of the laptop plus the cost of the extended warranty.

They cannot charge you for a warranty on a laptop that is inherently defective so they must refund this to you.

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.

Just a quick update for anybody interested:

Phoned HP again today to check that no reply was pending. (I had been promised a call by 8th Oct and my LBA gave them until 15th October).

They were very apologetic for not getting back to me and advised that a free repair had been authorised. I politely declined and reiterated that I had already advised that this would not be acceptable.

I advised that I would commission an engineers report and was asked to give them until the end of tomorrow to have the case reviewed again by a manager.

I am not anticipating a return call as promised (based on experience to date) but figured that I could give them 36 hours in the hope of avoiding legal proceedings. To be honest the offer of a free repair was more than I was expecting them to concede but I suspect that this will be the limit of their “generosity”.

Watch this space Paul – You will probably have another machine on its way to you by Wednesday.

Hello Inmest,



Well, fingers crossed that you do get that call and they make an offer of settlement without the need for litigation.

Good luck.

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.

You could knock me down with a feather. Just had a call from HP offering a replacement laptop. :-O

They advise that they need to call back later this week to advise the precise model but confirmed that it will be brand new (not reconditioned) and will not have a Nvidia chipset (or at least not one subject to the issue in question).

Could this be a turning point in the whole affair? We are not home and dry yet looking in very good shape as long as the spec is comparable.

Will keep you posted.

Paul do you have a Paypal account or the like where one could make a donation? I would like to contribute something if I successfully conclude the issue without needing to commission a report as this site has been an absolute godsend.

Hello InnesL,

Well, that is a change for the better isn't it!

I can smell a sparkling new laptop heading your way



Thank you so much for your kind offer but If I had to be honest the best thing that you could do would be to tell others of the service that you have had from ourselves or to pass the Lapcure name on should you hear of anyone needing a laptop repair.

Whilst we didn't produce a report for you that doesn't matter as long as you reach a successful resolution

I really do appreciate your offer though and thank you again.

Good luck for when they call you, I do hope that you will be happy with their offer.

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 think that HP may have finally turned a corner (if you can get to talk to the right people).

Just taken delivery of a shiny new HP Pavilion dv63040sa WR777EA to replace my dead DV6331.

Have to say I am very pleased and would have really struggled without the input of Paul and this great site.

Don't give up guys!

So if you purchased from HP direct I can offer the following input, which worked for me.

• Go through the usual support process.
• When you fail (which sadly it seems you still will) ask for (and note) your case reference and then ask for the case to be escalated
• I did this and was escalated and was still told that they would not help
• At this point I spent 20 minutes trying to get through to the next level of customer service but kept ending back with the same call centre employee (grrr!)
• The real progress came when I got through to a human switchboard operator on 01344 360000 I explained that I was going round in circles and wanted to escalate the complaint. I was then passed to the MD’s complaints office where I spoke to Josefine Nilsson. (Mind you, I do not think that I would have been put through without the case reference – hence the earlier step)
• She promised to review the case and I asked her for an e-mail address, which she supplied without any reluctance. I sent her an email and hard copy of Paul's first letter (hard copy to the Ashby de la Zouch address)
• She initially (after several days and a few chaser calls) offered a repair (despite the letter stating that this was not good enough) but when this was politely but firmly declined I was offered a replacement laptop with no further messing around

Don’t let the call centre staff get you down – once you get through to the guys in the MDs office they seem genuinely clued up and able to help.

My final word of advice (for what it is worth) – Be nice, be polite but be firm! They are legally in the wrong and once you get through to somebody that appreciates that fact it looks like you can get things resolved without litigation.

Hello InnesL,

Well done on your success

Your advice is spot on when you say:-



I am really pleased that you didn't have to proceed to litigation and have reached this positive resolution in a relatively short space of time.

Well done again and all the 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.