The Nvidia Defect Forum

Another one goes pop

Have contacted ebuyer and arranged an engineers report locally howevre think this may lead to a problem.

The engineers report simply says

Motherboard fault failed video.

Will this be sufficent for ebuyer to accept and arrange RMA or as i suspect will they ask for further info.

I had given engineer a print of ebuyers requirements however they haven't meet it, whats best way to approach with engineer as they havent followed the instruction given ?

Hello Mitchb23 and welcome to our forum.

Unfortunately the report that you have may not be sufficient to meet Ebuyers needs.

The fact the your report does not state that your laptop is inherently defective also means that you repair could potentially be rejected on the basis that it has simply failed through wear and tear.

If you had already given the engineer a list of Ebuyers requirements regarding the report then, like you quite rightly stated, they have failed to follow instructions and you should request a refund of the report.

You will need to obtain a report where the engineer performs a rework test on the GPU as this is the only reliable test that proves conclusively that the laptop is inherently defective.

If you would like me to help you with that then please let me know.

Best wishes

Paul
The Admin Team

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Hi Paul

As suspected ebuyer declinded original report. I revisited original engineer and had more info added howevre ebuyer still felt this was insufficent. Tried explaining to ebuyer they must have had a fair few of the hp6735s returned ( if this forums anything to go by ) however they denied this was the case.

I contacted HP direct speaking to their MD's team ( hoping they might confirm a batch had been faulty )and they advised their is no inherent defect with the HP673s model. I offered to send my laptop to them for them to verify however they advsied they had no process to permit this.

I have this morning booked a repair with yourself.

This is now more a point of principal as in my view ebuyer and HP either have their head in the sand or just dont care.

I suspect its the latter Mitch, if my dealings with Ebuyer are anything to go by!

Get the fault report done and sent off to Ebuyer, as they'll request, then give them a few days to sort it out. If that doesn't work, and they don't come back with a satisfactory offer (assuming it is the usual defect) rant on Twitter or Facebook. Took me 2 months to get Ebuyer to admit my laptop was faulty and about a week or so of ranting on Facebook before they got fed up and gave in.

Ebuyer are well aware of this forum, I have spoke to 2 members of Ebuyer "customer service" team and they admitted they had seen it. They will try every trick in the book to get out of paying out, stick to your guns, quote your rights and you will win in the end.

Good luck

Hello Mitch,

It is no surprise that Ebuyer rejected the report, I have seen that happen many times.



It could be a bit of both or it could just be tactics in order to field claims.

Not good customer relations if you ask me.

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.

Update

I have been getting the run around from ebuyer recently, denying they received a few emails I sent until I sent the audit trail of them to the exact same email address.

Ive also contacted HP's managing directors office again after Pauls engineers reprt and they continue deny that this model has an inherent fault. Please anyone who has this model with an issue email HP so they investigate this model, They have called me the following day both times ive emailed.

http://www8.hp.com/uk/en/contact-hp/email_3.html

HP told me they didnt deal with Ebuyer direct but through a business partner who distributes.

Ebuyer have come back today and stated

" We are however still awaiting validation from HP. They will most likely try to contact you directly as well on this. "

I have asked ebuyer to clarify what validation is required from HP as they originally stated an engineers report would see an RMA being raised.

I have also emailed HP again to pass on Ebuyers comments that indicate HP is to blame for the 3 week delay with nothing happening since I submitted report.

Hello Mitch,

This is totally unacceptable.

Remember, you contract is with Ebuyer and not HP. HP are working on behalf of Ebuyer and so their prevarication is totally unacceptable.

How long does it take to make a decision? A minute? ten minutes? However long it takes it certainly should not take as long as this.

I would now contact Ebuyer and would give them until close of business on Friday to make you an offer and would also tell them that this is the last communication that you will have with them before proceeding to litigation. If they refuse or if they continue to state that they are waiting for HP then simply file your claim.

You can always have a rant at them on Facebook at http://www.facebook.com/ebuyer or on Twitter @Ebuyer

I am sure they would appreciate your feedback on their customer services.

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.

Update

Had a call today from HP who advised they have recieved report from Ebuyer that was completed by Lapcure.

Hp are willing to repair or exchange the laptop.

They are NOT willing to arrange a partial refund or reimburse for the cost of the fault report.

I know I had contacted HP earlier howevre I'm not sure why Ebuyer are involving them and HP doing Ebuyers dirty work ?

I will be composing one further email to ebuyer as per Pauls last post and will be taking it from their

Hello Mitch,

It is unacceptable, as you state, that HP are taking this over and are claiming that you cannot have the cost of the engineers report refunded. Who on earth gives HP the right to state this?

The £65 is a consequential loss that you suffered as a result of purchasing an inherently defective laptop.

Ebuyer asked you to provide proof that your laptop was indeed inherently defective and asked you to provided an engineers report in order to substantiate your claim.

Don't let them wriggle out of this one. The only company responsible for refunding the engineers report is Ebuyer and it is them whom you should pursue for that to be refunded.

Whilst HP have refused a partial refund they have offered a replacement laptop. To be honest, wouldn't you be better off with a replacement laptop from HP rather than a partial refund?

The partial refund probably won't go far towards buying another laptop and so the replacement does seem like a better option.

What do you think?

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 would prefer a partial refund as Ive already purchased another laptop, had I not then a repair or exchange would have been fine.

I'll progress the matter with Ebuyer on Monday