The Nvidia Defect Forum

Hi guys,

I have just discovered this forum today as I googled the problem I am having with my laptop and I have been reading through this forum and thought I had better comment and get some advice as I can see this going wrong!

I bought a HP G6000 laptop from Staples 3 or 4 years ago (I have yet to dig out the reciept from the dreaded drawer!) It has been running very hot for the last 2 years so I bought a cooling tray.
A couple of weeks ago, the wireless connection stopped working altogether and since then the laptop has started to run like treacle and get hotter even with the cooling mat.
I have ran a program called speedfan and it shows the GPU is running at 84 degrees and the CPU at 67degrees.

After finding this website today, I have today contacted Staples store to find out what to do next. They told me to get an engineers report done to determine the fault and that if it is an inherent fault, they will replace the laptop and cover the cost of the report. All going well so far.
They told me to contact their head office and get a reference number so that they can attach my file to it, however after calling them, they referred me to HP as they would not issue a ref number.
I called HP and was told that they are not recognising this as a known issue and that my laptop is not one of the affected ones. (It is a HP G6000, G6031EA, serial number CNF7444PDY) they wanted to charge me £15.99 for access to a website link which will assess if it is affected or not!
I have called Staples store back after gaining a complaint reference number and service ticket number from HP an they are going to wait for the engineers report.

My problem is, I am a student and can't really afford £60 to have my laptop looked at if I am not going to have it refunded. I know HP are going to try and refuse responsability for this issue, however I am one of the unluckiest people in the world when it comes to trying to claim anything, and i fear this may go wrong to!
So before I get the laptop into the shop, is there anyway that I can check to see if it a broken one?



Thanks

Iain

Hello Iain and welcome to our forum.

Sorry to hear that you laptop has failed.

Your laptop contains an Nvidia 6100 (GPU Revision NF-G6100-N-A2) and whilst the failure of this GPU is not as prolific as the 8400 and 8600 GPU's it is nevertheless one of the affected chips.

Looking at your serial number I can see that your laptop was built in China in week 44 of 2007. This was slap bang when all the defective GPU's were being used.

Not quite sure why Staples have referred you to HP, it is Staples and Staples alone who are responsible for the failure of your laptop and they cannot just fob you off to HP.

You have no contract with HP and they are only the agents of Staples and not you.

To be honest though Staples have acted exemplary in this matter and are one of the best high street retailers for the way they are handling this problem.

I would contact Staples head office again and would tell them that after seeking further advice they have incorrectly advised you to contact HP and that you want the complaint reference number so that you can begin your claim.

I wouldn't worry about the report fee, Staples have never failed to refund this so I cannot see that they will start with you.

I hope the above helps.

Any questions please let me know.

Best wishes

Paul
The Admin Team

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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.

Hi

Thanks for a quick reply. I will call Staples head office again now. To be honest the store seem really helpful, it is just head office who are being a bit awkward.
Even the guy in the store said it sounded like head office were trying to fob me off!
I will call them now and report back if I have any problems!
Thanks

Okay so after calling them again, I am know sat waiting for a supervisor to call me back to try and rectify the problem! They have 1 hour before I get back on the phone! I wonder if we can claim the cost of phone calls back in this too!

Amazing!

Just had a call back from Staples head office. They are aware of the problem and the guy I spoke to had admitted that my laptop will be one of the ones affected. He suggested an engineers report and then gave me the address to send that and the reciept to and they will replace the laptop with no hassle. He quoted 48hours from them recieving the documents!
He also said that it is not worth repairing the laptop due to the replacement parts being just as affected as the originals!

And just to back up my original post about it all going wrong..........I cannot find the reciept! I have spoken to Staples who said all they need is proof that I bought it from them and how much I paid, so a bank statement will do.......the account we paid for it has been closed now and I just spoke to Lloydstsb who said they cannot look back through a closed account! They suggested that if we take the card from that account into the shop, they may be able to check their records but I think we destroyed the card when we closed the account! Arghhhhh just when i was getting somewhere.....

Any ideas anyone?? Is there anyway of Staples being able to find a purchase from so long ago?

Hello Ian,

I feel sorry for you because I have been in your position before and it is not good.

Do you remember the exact date that you purchased the laptop? There is an outside chance that Staples may be able to provide you with a copy of your receipt.

Do you still have the original box? That generally has the Staples sticker on it. It doesn't necessarily prove purchase but it does go a little way to supporting your claim that the laptop came from them.

Staples will know, based on the serial number, that they sold the laptop so there must be some way that they can help you.

Unfortunately though they are in the right when they ask for proof of payment so fingers crossed that they can provide you with a copy receipt.

Without that then I would say that your claim is at an impasse.

If you cannot take the old card into their store you could take any old statement from that account as that should have the card details on it if that is what they need.

I do hope that Staples can do something to help

I hope the above helps.

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.

Morning,

Okay quick update. I took the laptop to my local computer store and they have provided an engineer report stating that the faliures are due to an inherent fault with the GPU! Result number one. Second, i have spoken to Staples head office who have gone through their records and found my reciept with no issues. They used the details from my reward card and tracked it that way.
All documents have been faxed to head office, and i have been told i should recieve a call on monday with an offer!

Very soon my wife is due to replace her laptop, on current form we will be going to Staples to do so.

I will update as soon as i recieve the call from Staples!

I would just like to say thankyou to everyone who has helped with this, either by direct message, or by putting your experience on this forum for me to read and get the incentive to get this problem sorted.

Thankyou all

Iain

Hello Iain,

Well done on what appears to be a speedy resolution.

I look forward to your next update when your claim has been resolved.

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.

Well,
I have to say, that was easy.

I have just recieved a phone call from Staples head office adising me to go into store anytime and choose a new laptop. They have given me the full £400 credit + £35 for the engineering report instore to go choose a new one!

I must say another thankyou to everyone on this site for your suggestions and advice.

I must also say another thankyou to Staples themselves. I bought my laptop back in 2007 and thought I would have got the "your warranty is out of date" answer, but they didn't. They simply asked for a report and then phoned me up to say go pick another laptop.
If anyone is thinking of buying a laptop, I would highly recommend staples just on their customer service alone. Their head office phone number is answered with a couple of rings by a human being with no options to push etc.

I would love to stay and explain more, nut i'm off to pick a new laptop

Thankyou all again! Another good result

Hello Iain,

Well done on your success.

Staples have, yet again, excelled themselves so a couple of bottles of Champagne for them also.

Hope you get years of trouble free service from your new laptop (fingers crossed it is not a HP )

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

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.