The Nvidia Defect Forum

Hello ,

I was directed to your forum via a posting I made on another forum about the above laptop and was wondering if you can help?

We have an HP dv6500 (the special edition white one) bought from John Lewis on 26 Oct 2007 for £799 (paid for by debit card) for my daughter.

The numbers from underneath are: s/n CNF7363LXG p/n GT451EA#ABU
Product key GB38V-TFKT3-BTM8T--RCXK3-77426

Its always been very hot but we thought that was a standard thing (as we had only had a desktop before this), during the summer it started playing up and would lose internet connections quite frequently and would occasionally switch itself off, then the switching itself off kept happening more and more... it lights up with the power cord but when it is switched on it tuns itself off again within seconds and nothing happens - blank screen but power cord is still lit up.

I don`t know if this could have the NVIDIA graphics chip problem and was wondering if you could possibly tell me.

Many thanks

Hello Dunnhpk and welcome to our forum.

Sorry to hear that your laptop has failed.

Your laptop contains an Nvidia 8400 GPU which is one of the more prolific of the defective GPU's.

Furthermore, on the 25th March 2008 HP released a BIOS update named F.51 for your model of laptop. The purpose of this update, according to the HP website is:-



Looking further into the HP support site it is also stated:-



You will note that it states "to reduce the likelihood..." it does not state that it will totally remove the likelihood.

The BIOS update was a work-around released in order to try and keep the GPU cool. Some would call it a "band aid fix". In other words, it does not actually "fix" the defect but instead pushes the laptop beyond the warranty period.

Furthermore, the BIOS update was released to the detriment of the battery as the continuous running of the fans quickly depletes the battery.

The overheating, switching off and loss of wireless are all manifestations of the defect and so I would say that it is highly likely that your laptop is indeed inherently defective.

The good news is that John Lewis are now handling this problem in a very professional manner and so you should not have a problem in registering your claim. In case you do I have outlined the procedure below.

Give John Lewis a call and tell them that your laptop has failed due to what you believe to be an inherent defect with the Nvidia GPU in your laptop.

They may tell you that your laptop is out of warranty and that there is nothing that they can do. You should tell them that the warranty status is irrelevant as you have six years from the date of purchase in which to bring an action against a retailer when the goods in question are inherently defective.

They may then tell you to contact HP. You should tell them that you purchased from John Lewis and not from HP so it is entirely John Lewis's responsibility to resolve the situation.

See what they say. If they say they will inspect it for a fee you should refuse and say that due to the "reverse burden of proof" then you will provide your own independent engineers report.

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.

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

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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, thank you so much for taking the time to reply to my posting its much appreciated.

Is it ok to ring John Lewis? I thought I would have to put this in writing - email or recorded delivery etc Should I ring the local store or would you ring their Head Office (sorry not sure) as want to make sure we get it right.

Would you believe, last night my daughter attempted to switch the laptop on over 20 times (she wanted to try and transfer all her pictures and music) and each time it turned itself off after a few seconds - then it decided to play! and it stayed on for over an hour which is the longest it has stayed on in weeks! it was very hot though. I`m not sure why it decided to work all of a sudden but she was very grateful it did. We have not tried it today. (do you think this will make any difference?)

Many thanks

Hello,

You should ring the head office as you are more likely to receive a more authoritative response.

John Lewis have been pretty good at the way they have been handling this problem so you shouldn't have the problems that some customers have with other retailers.

The fact that your laptop sprang back to life can happen and this is caused by the heat that is being generated when the laptop is turned on repeatedly. However, this is usually short lived and the laptop generally fails again pretty quickly.

This will not make a difference to your claim though as it is still very easy to prove the presence of the defect.

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.

Thank you for taking the time to reply. I`ll get onto it this afternoon and let you know how it goes.

Hi
I have just rung John Lewis.... (rang the Liverpool number on my receipt and ended up speaking to Technical Support wherever they are based) I explained the situation about my laptop and the defective Nvidia GPU....etc

Have had Sale of Goods act quoted at me (twice) ...after 6 months the onus is on me to prove this laptop is faulty as it would only be their problem if we had problems within the first 6 months.
As its over 4 years old they will not accept it as an inherent fault and according to their HP service guide which she checked, I should take it up with HP who will dignose the fault. I mentioned that my contract is withe John Lewis and not HP but again she was having non of it.

I also said that I have 6 years from the date of purchase to make a claim when the goods in question are inherently defective and she said that was rubbish!

I informed her I was going to follow this up in writing and she took my details so am logged into their system. She gave me the JL Tech Support address and their email, but feel that I do not want to speak to them again. (I felt really positive when I made the call after some of the great postings I have read concerning John Lewis....now she has made me feel like I am in the wrong by calling them about a 4 year old laptop!! I honestly felt she was laughing at me for trying to persue this)

I definitely got the wrong person on the other end of the phone, I`m now going to put this in writing either by email or by post - I have the HO address as - 171 Victoria Street, London SW1E 5NN Please does anyone have a contact name? Would you now email or write? (any email / name would also be brilliant if anyone can help).

Do I just send my letter based on the advice from Lapcure? I`m now a girl on a mission

Many thanks.

Hello Dunnhpk,

Sorry to hear that you got the wrong person on the end of the phone. This is not the way John Lewis have been handling the problem and it is unusual for them. Did you get the woman's name who you spoke to?

I would indeed write to their Head Office and would name the woman who you spoke to. I would also inform them that you were given disinformation by the woman in order to drop your claim which is illegal.

The disinformation was when the woman stated that the 6 year limitation period for bringing a claim was rubbish.

It was also disinformation when she told you:-



That is absolute baloney and you should totally disregard what she has said.

There is no particular name that you need to address your letter to other than "Customer Services Department". I would tell them that the woman you spoke to needs to be sent on an intense training course and that her attitude towards you and her total apparent lack of knowledge of the Sale Of Goods Act could tarnish their good name.

I would also reiterate to them that you have six years from the date of purchase in which to take action against a retailer in case the person reading your letter is also unaware of the law.

I would give them seven days in which to respond back to you and would include the following line
just before the "Yours sincerely bit":-

"Please note that in this matter time is of the essence."

Please ensure that you send the letter via recorded delivery and please keep a copy of the letter and postal receipt.

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.

Thank you so much, I`ve taken a print of the copy letter off the forums so will adapt this when I get in from work this afternoon and add the extras you suggest.

Fingers crossed.

Just posted letter to John Lewis recorded delivery

Hello Dunnhpk,

Good luck with the letter, hopefully it will prompt the desired 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.