The Nvidia Defect Forum

Hi guys i just stumbled on this great forum while researching this common fault with my fathers IQ772 touchsmart (although not very smart) PC/all in one.

My Father purchased this model in febuary 08 from Comet for £900 , over the next 2 years with very light use it seemed to get slower and slower especially on boot up, this was always blamed on the dreaded Vista as it was still "useable".
Its now at the stage were there is no image on screen whatsoever but still powers up and the touchscreen beeps when you touch it as it should, but just a blank screen.

After alot of research and reading im convinced the problem is with the Nvidia Go 7600 GPU.
I phoned Comet today and told them about this problem but their predictable response was "its out of warranty" contact HP.
I contacted HP and explained the problem and that i knew about the faulty Nvidia GPU's, to my surprise they admitted the problem with the cards but said that it didnt affect my model and told me to go back to comet.
I believe my GPU is affected, Nvidia Go 7600, maybe they wont admit this because of the ridiculous price of these PCs that cannot be repaired.
Shall i now go down the letter route as i am determined to get this sorted.
Any advice is much appreciated.

Hello Jimbo and welcome to our forum.

Sorry to hear that your PC has failed.

I have seen the problem you describe numerous times in those all in on PC's and the problem does indeed relate to the Nvidia GPU.

The GPU in your PC is on what is known as a PCI-E card. This is basically a removable card that contains the GPU rather than the GPU being integrated onto the mainboard.

I would now pursue Comet on the basis that your PC is inherently defective.

Your first step is to give Comet a call and to tell them that your PC has failed due to an inherent defective in the Nvidia GPU.

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 Comet and not from HP so it is entirely Comet'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.

As it was your father who purchased the PC then he will have to instigate the claim but he can then request that all future dealings be conducted through yourself.

How did you pay for the PC? If you paid by credit card then you will have extra protection.

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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Hi, Today i received a reply from Comet that basically says

"The retailer is not responsible for wear and tear,which takes place once the product has been used for some time.As your product is 3 years old it indicates it was fit for purpose and of satisfactory quality when sold,therefore we would be unable to agree to your request for a replacement or refund.
However, i have discussed the matter with Mr Smith in our computing support department and they have agreed as a gesture of goodwill to inspect the computer free of charge in order to establish the nature of the fault that you are reporting.Once this has taken place we will be able to discuss this matter further regarding the options available".

Then asks me to contact them to arrange collection
Should i refuse this offer as we know there,s no replacement part available (that works)

Regard

Hello Jimbo,

I would first get clarification from them as to exactly what resolutions they will offer you should they confirm the defect in your PC.

If their offers are fair then I would let them go ahead and inspect the PC. I would place a label on it though that states "DO NOT REPAIR"

It will be interesting to see what their conclusions are if you let them look at it.

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.

Hi Lapcure thanks for the advice...again

Just one more question, if i require an engineers report in the near future would it be alright to personally bring it to you as im in Oldham which isnt to far from you in Leeds.
Reason I ask is these IQ772 all in one machines weigh almost 20kg and i've had previous problems with couriers damaging goods.

Regards

Hello Jimbo,

It would be great it you can bring it to me. I have inspected a number of these and believe me, they are a nightmare to ship even when they are in their original box.

Bringing it down will eradicate the chances of the courier turning it into a 8 piece jigsaw.

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
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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.

They have now inspected the PC and have come to the conclusion that it dosnt suffer from the defect but has a faulty motherboard !

I don't believe this for one minute but apparently their engineers do not lie !

They say the usual replacement board will cost £300 but as ANOTHER gesture of goodwill they will replace it for £50 with the usual 3 month warranty for repairs.

£50 dosn't seem too bad IF the repair will last

If i refuse the offer i fear i will get a pc back WITH a faulty motherboard which would obviously void any future engineers report on the GPU defect.

Any advice appreciated

Hello Jimbo,

Have they stated exactly why the mainboard is faulty?

Did they strip the PC down in order to be able to inspect it?

I find it hard to believe that it is the motherboard that has failed but in the absence of any other evidence I cannot state otherwise.

The problem with your PC is that it is so big and heavy that it is a nightmare to transport and so your options of having it evaluated elsewhere are pretty limited.

Quite why they would discount a £300 repair down to £50 as a gesture of goodwill is beyond me, though to be really honest it seems like a good offer.

Set against all the hassle that would be entailed in lugging your PC to another company and then back again I would say that, in the scheme of things, it is an offer worth considering.

At least you will have your PC back up and running again.

Of course, if you don't mind the hassle then it could be worth pursuing. If it transpires that the mainboard is faulty then you can always take it back to Comet and accept their offer. If it transpires that the PC is inherently defective then you can return to Comet to continue your claim.

Only you can decide that you wish to do.

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.

I agreed to the repair for £50 and they promptly repaired and returned the pc to me last friday (collection,repair and return in 5 days) powered the pc up and it worked perfect, for 2 days !
Tried to boot the pc tonight to find the usual black screen again, all power there and touch screen responds when touched but no visual display.
I dont believe they have replaced the motherboard but simply heated the GPU to expand the joints.
Does anybody know if the wifi is built into the motherboard on this model as i didnt need to enter my router pass to connect which would confirm that the board hasnt been replaced.
I will be on the phone to them first thing tomorrow

Hello Jimbo,

Well, they certainly couldn't have replaced the mainboard as it would certainly have lasted longer than 2 days.

The GPU in your PC is, if I remember correctly, on a removable card known as PCI-E.

I would hazzard a guess that they have simply tried to rework the GPU on this card. If this is what they have done then they have, by definition, admitted that the GPU in your PC is defective.

There is no way back for them now because they cannot claim they have replaced the mainboard as that so patently is not the case.

The WI FI details are stored on the hard drive so that wouldn't necessarily change when you sent the PC for repair.

Because the repair has lasted such a short space of time then I would say that you have paid £50 to have the GPU reworked.

Of course I could be wrong, but what other excuse have they got for the repair lasting such a short space of time?

Good luck for when you contact them and do not let them fob you off this time.

It is patently obvious that your PC is inherently defective.

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.