The Nvidia Defect Forum

My stepdaughter went to Comet in June 2009 to buy a Compaq Presario CQ60-307SA with an nVidia GeForce 8200M G chip. She payed 340 for her new laptop. A year later the Compaq started to overheat. In fact, the overheating started earlier, but since August 2010 the laptop started to shut down suddenly when overheated.

Assuming there might be a problem with dust I took it back to the shop in October 2010. My partner had already called the Comet customer call center and they gave her a reference number of six digits so it could be taken in for service a/o repair. When I arrived in the store I got what (I have learned here) is the usual Comet Cold Shower.

First the sales assistant suggested that after 12 months we could not expect any service.

When I produced the reference number he suggested we had called HP. Then he called the Comet helpdesk himself, where they did not know of any reference numbers. He refused to take the laptop in for repair. Nevertheless I insisted, making very clear that I expected decent service from the retailer that we bought this product from to begin with.

When I pointed out that the overheating could be caused by an underlying problem and that consumers can expect a proper functioning laptop for the duration of its economic lifetime, another sales assistant confirmed that there was something like a six years ruling. A second phone call to the service desk resulted in an online form on the POS terminal. The assistant pointed out that I would have to pay 49.99 repair inspection charge. Which I did. I got a Customer Repair Document that refers to a Manufacturer Repair Form 369.

Two weeks later I got a phone call from a service center. I can only assume this was HP/Compaq. By now I was aware of the problems with nVidia and the existence of this forum. I did find quite a few online postings of similar laptops with similar problems (overheating) but very few explicit referals to the nVidia GeForce 8200M G chip. Maybe someone know if this batch is also affected.

On the phone the service engineer explained that the problem was caused by dust. He had cleaned the fans and vents, but needed to do a new install as the wifi refused to startup. What a relief!

One hour later he called again. This time he had established that the motherboard was defective. Would I agree with a replacement at ca 225 additional costs? I explained that I was aware of the known nVidia problem and asked if this could be the cause. He did not know. I explained that I would rather have the laptop sent back so I could get an independent assessment done.

The laptop is now on its way back.

Are there any know nVidia problems with more recent models? Could they have affected the motherboard? Does it make sense to get an independent expert opinion? Or should I warn my stepdaughter that she might have to start saving for a new laptop....

Hello Toitoi and welcome to our forum.

Sorry to hear of the problems with your stepdaughters laptop.

The problem with your laptop is actually caused by the BGA grid failing underneath the Nvidia GPU and caused the laptop to fail in much the same way is it would if it had the Nvidia defect.

This is an inherent fault and I have seen it numerous times in the CQ-60 range of laptops. I have produced reports on those laptops and the customers successfully received either a partial refund or a replacement laptop.

In order to proceed against Comet you will need to obtain an independent report to prove the inherent defectiveness of your laptop. We can help with that and further information can be found here:- need-an-independant-engineers-report-t62.html

There is also a step by step guide on this forum that will help you reach a positive resolution and that is here:- need-an-independant-engineers-report-t62.html

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.

Please keep us updated on your progress.

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.

Toitoi,

Just one thing I would add to Paul's comments - make it clear to Comet from the start that you also expect a refund of the £49 inspection fee.

They are fully aware of the defect and just use this as a way to get more money from you.

_________________
Please note: I am not legally qualified and therefore any postings I make are just my own personal opinion based on my experience of working for a number of years at a busy County Court.

Thanks Paul,

As soon as the laptop is back I will go through the motions. Both Comet and HP can expect a complaint and a claim for all additional costs, not only their Repair Inspection Charge. If overheating is a known problem with these more recent laptops too and they deny it I am fuming.

Is there a smoking smilie?

Today I picked up the laptop that was returned to the shop from what appears to have been Comet's own service team. It came with a few notes on a computer printout. They claim to have cleared out dust from the fan/heatsink. As the wireless connection failed to come-on (it worked when I handed the laptop in) Comet suggests to replace the motherboard, estimated at 260 pound. I refused that on the phone, so the laptop is now returned.

With an additional charge of 55 pound for code 672 (cleaning probably).

Which I refused to pay. They didn't ask my permission and it didn't solve the problem.

So now I will go through the motions of getting an independent report. Has anyone ever gone to court over these issues, or are they usually settled last-minute?

Hello Toitoi

That sounds about right for Comet.



There have been a few that went as far as court and they all won.

Comet tend to settle at the 11th hour as their position in these cases is indefensible and their only defence is either the laptop is out of warranty, which is not a defence, or that they have offered a free repair, but without a written guarantee that it will be free from the defect or a part number so that we can verify this for ourselves.

I am glad that you didn't pay Comet anything, they really should have confirmed things with you first.

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

_________________
=======================================================
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.

A short update.

Comet charged me some fifty pound for a repair inspection, cleaned the laptop, tried to reinstall the system software (as the wifi did not start up) and then suggested to replace the motherboard for 225 pound. Which I refused. They sent back the laptop to the shop and tried to charge me an extra 55 pound for a repair that didn't fix the problem. Which I also refused.

Next, I had the laptop looked at by Lapcure (to get an independant expert opinion) and they concluded that the wifi was not switched on properly by Comet. After a fresh re-install and proper use of HP Wireless Assistant the whole system worked fine.

The good news: there was no problem with the motherboard. The overheating was probably caused by a build-up of dust. After that was cleaned, Comet failed to use HP Wireless Assistant properly. That was done by Lapcure, very kindly for the standard inspection fee.

My step-daughter is smiling again. I spent almost a hundred pound on a problem that could probably have been solved by some service engineer around the corner, but that is because I chose to go back to Comet and never tried the Wireless Assistant when it was returned. Can't blame anyone but myself. Lapcure did a great job.

Thanks guys!

Thanks

Hello Toitoi,



How scandalous is that!

It was patently obvious when your laptop came in what the problem was so why Comet never picked up on this is beyond me.

What is more galling is that you could have paid them the £225 to repair the laptop which was not required.

I would certainly pursue a refund of the £55 that you paid them. They didn't do the job correctly and also they tried to charge you for a repair that was not necessary.

I wouldn't let them get away with the £55. I know it is only a small amount of money but it is the principle.

I am glad that we could have helped you though and thank you for giving us the opportunity.

Good luck and if you want any advice in pursuing Comet for a refund of the £55 then 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 refused to pay £55 repair costs, as the laptop was not repaired. The only amount I payed was £49.99 for so-called repair inspection. I guess it could be argued that the repair inspection was also not suffcient, as they failed to diagnose properly and suggested replacement of the motherboard. Hmm. That seems worth chasing.

Hello Toitoi,



I agree - their "inspection" was ineffective and was incorrectly diagnosed as being a faulty mainboard.

For me it would be the principle as you effectively paid £49.99 for nothing.

Good luck and if you need any advice then 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.