The Nvidia Defect Forum

Hi, I'm new to this but have been driven to despair by my HP DV9000 (9292) and Comet. I'm hoping your expertise can advise. We bought the computer and extended warranty on 26/2/07, the warranty lasting until 26/2/09. After the wireless card not connecting (it never has) we contacted the store who advised of the warranty helpline number. We called this twice in 2008 (at a cost of £30 each time) and explained the faults over the phone. The helpline told us the problem was the software we were using and not the hardware covered by the extended warranty. We stupidly did not persue this anymore as we believed the helpline. Since then, our computer has displayed all the hallmarks of the widely reported problems - the fan going on overdrive and screen going blank followed by very loud beeps. Unfortunately, because of the misinformation from Comet helpline, we didn't realise about the inherent problems until after our extended warranty had expired.

We've had so many visits to the store, it's such a horrid way to spend your Sunday afternoon! After an independent company looked at it to fix the "software" problem, we found out about the faulty chip. They have since provided a report for Comet to say the laptop has a fault with the motherboard and this is a common fault.

Sadly our sheer frustration has lead us to bury our heads in the sand for a year or two and revert to using our old laptop. Our HP laptop was sat in Comet's store for 12 months hoping they would contact us with a full refund... it didn't happen. We have had about 20 hours of use from it since we bought it. It still has the wrapper on it!

After finding your forum, we've been inspired but are worried it's too late. We've written a letter to Comet who have written back (twice) to say HP are adamant our computer and serial number doesn't contain the chip I refer to in my claim (Nvidia). They also say because we didn't contact them within our extended warranty to report the problems we didn't give them the opportunity to investigate and take appropriate action. My husband has since phoned them with their references from the two phone calls to their helpline to be told the numbers don't correspond to anything!

Anyway I'm almost done, I hope you are still with me?! They have sent us £396 in Comet vouchers as a "goodwill gesture" as they state we have had 3 years' use from it. If they read our letter, they would know we haven't and have spent £949 for the computer, £170 for warranty, £60 for helpline and £70 for independent repair and report. We have sent the vouchers back saying we are not happy. My husband has had a long discussion with a man called Ron Teale stating this. They have said this is their final offer. We have said we'll take them to court.

My question? Do we have a case for Court?

Many thanks for reading and in advance for your help. This is the last chance saloon before we write off our investment.

Harriet

Hello Harriet and welcome to our forum

I was saddened to read your story because it is typical of many peoples experience of dealing with Comet.

What really galls me is the information that you have been given by both Comet and HP is completely and totally incorrect.

I did a quick check on the HP website to see if I could find any information relating to your model of laptop and found this:- http://tinyurl.com/6cmo3cn

This is the BIOS update page for your model of laptop. On the 8th August 2008 HP released a BIOS update for your model of laptop. The purpose of this update, according to the HP Website, is:-



Looking further into the Hewlett Packard support website it also states the following:-



You will note that it states “……to reduce the likelihood of future system issues” , it does not state that it will eradicate the likelihood.

When this problem first surfaced Nvidia contacted manufacturers including HP to try to find a workaround for this problem. They came up with the insane idea to release an update that would switch the fans on continuously to try and keep the GPU cool to the detriment of the battery.

This did not remove the defect but simply allowed the laptop to work beyond its warranty at which point it failed prematurely.

I cannot understand why HP did not inform you in 2008 when you reported the fault because they must have known at that point that your model of laptop was overheating.

You will be able to claim all your consequential losses from Comet so please do not worry about having left this for too long.

When you were having problems with the Wireless card did you notice the little yellow/blue LED on the front of the laptop? Do you remember if it was yellow or blue?

Also, do you remember if the wireless card was visible in the Device Manager?

I realise that this happened quite a while ago but the Wireless card disappearing from the Device Manager is one of the first manifestations of the defect.

The fact that your laptop was sat in Comets store for 12 months means that they also cannot state that you have had this period of usage as it was obviously in their care and so could not have been used.

You will also be able to claim back the cost of the extended warranty as they cannot sell you a warranty on an inherently defective product.



You certainly do have a case for court so please, please do not give up on this.

You are in the right and Comet are in the wrong and their position is indefensible.

If you have any questions or if you need any advice then please let me know.

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.