The Nvidia Defect Forum

Hello everyone

I am so glad I have found this forum, I have the dreaded HP DV9646em which I purchased on the 4th December 2007 from PC world (I can't find the receipt but have credit agreement). Anyway back in November 2010 it swtiched itself off whist I was surfing the net and has refused to start ever since, it switches on but the screen remains black and won't go past that point. I've tried everything from clearing the cmos etc and after some research now understand there is a fault with the Nvida graphics card (8400gs)

I read about this problem last year and spoke to the PC world customer services last year who claimed not to know anything about it and put me through to the HP helpline which I'm sure most of you know is a waste of time.

I understand from reading another post that PC world are buying these back/giving partial refunds is that correct? If so is there a complaints procedure or special number i need to dial?

If anyone could advise me on how to pursue this I would be very gratefull as I really don't think a 3 year lifespan on a £600 machine is acceptable.

Many thanks in advance for your advice
James

Hello James and welcome to our forum.

Sorry to hear that your laptop has failed.

The good news is that you have a credit agreement for this laptop. This means that the purchase is covered under the Consumer Credit Act. The benefit of this is that you can claim a Section 75 refund from the credit company if you don't get a resolution from PC World.

If your laptop is indeed inherently defective then the minimum that you would be entitled to would be a proportional refund of the unused usage that you have had.

The amount that you receive depends on when you reported the failure to PC World. If you can prove that you contacted them last year about the problem but were fobbed off then you would receive slightly more than if the reported failure date is now.

The fact that your laptop contains an 8400 GPU, which is one of the more prolific of the defective GPU's, means that it is highly likely that your laptop is inherently defective.

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.

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

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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?
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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.

Thanks very much Paul, I'll start the process off tomorrow wih a call to PC world.
Regards
James

Hi
Just thought I'd update you all on my progress.

I initially phoned PC world customer services on Tuesday morning and they requested that I get an engineers report.

Rather than do that I emailed the customers services department using a slight variation of the letter provided by this forum (the one that threatens legal action).

I received a reply back within an hour and a case number.

Wednesday (Today)

After a few few emails, mainly to acsertain when and where I bought the laptop I was asked to take the laptop back to PC world so they could varify the fault.

Less than an hour later I was offered a settlement of 50% of the original purchase price and although I tried for some more I settled for which is going to be paid directly into my account via BACS payment.

I would just like to take this oportunity to thank Paul and Adrianna for their help with this.

Regards
James

Hello James,

Well done on your success

I am really pleased that you have managed to reach this positive resolution.

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



You are welcome James.

Good luck and best wishes for the future.

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.