The Nvidia Defect Forum

Hello Chrisnbaz,

It sounds to me like they are fobbing you off because it matters not what the independent engineers says regarding the mainboard that will be used.

In the absence of a written guarantee then their claims are, in my opinion, worthless.

I would get back on to them and would tell them that you are not happy with their response and that you are giving them a final seven days in which to offer you a satisfactory resolution.

I would further tell them that if they haven't responded in that time then you will proceed straight to litigation without further communication with them.

Don't let them keep you hanging on whilst they claim they are waiting on your engineer. Have you spoken to your engineer yet to see if PC World have contacted them?

Remember, no written guarantee = no repair.

Any questions 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.

Paul,
I stopped in at my Independent Engineer on my way to work this afternoon and, yes, he had received an e-mail from PC World. His exact words to me were, "They're trying to wriggle out of any responsibility !"
Having read the e-mail, I believe that I'm dealing with a "bean counter" rather than a techy. The e-mail did not ask the question which the PC World guy had told me ; in fact, it was asking for confirmation of the Serial Number of the Nvidia Chipset in my Laptop because "HP and Nvidia have issued a list" of the Serial Numbers which they accept as defective. PC World want to confirm that my Laptop is covered by that list.
On hearing this and reading the e-mail, I was fuming. My Engineer's Report had already stated that it was known that HP's list of affected machines did not include all those which are actually affected by the Nvidia defect and, therefore, whether or not the machine/component is on a list is immaterial.
From this forum, I know that they are trying this one on other people.
One good thing from the e-mail was that it contained a direct-dial number for the PC World guy instead of having to go through their "press 1 for --------", etc.
So, I called the guy's number and ----- wonder of wonders ----- he was there ! Not "on break", not "presently unavailable" which has been the case every time I've phoned up to now. (Tends to prove my belief that he's been avoiding me.)
This time, I forcefully pointed out that I was an aggrieved customer and I found the Customer Service to be totally unacceptable. His reply was that he had to go through the correct procedures before we could arrive at resolution. If he missed out anything, PC World's Accounts people would not authorise any payment. He asked that I give him until next Thursday to resolve the matter. I said that I was at a loss to see why we couldn't reach resolution sooner but, reluctantly, I would give him 4 working days.

By the way, I note from others posts on this forum that PC World are pretty useless at contacting those who have made complaints ; no phone contact, no letter, no e-mail. I work in a Customer Service position for a very well known retailer and I have to say that, if I or my colleagues were like the PC World lot, our P45s would have been issued long ago !

Hello Chrisnbaz,



I agree with you completely there!

The standard of customer services at most of the retailers is abysmally poor and, in my opinion, is designed to dissuade customers from making or pursuing a claim.

Please don't let the 4 days that you have given them turn into 14. If by the 5th day you have had no response then you should give them a quick call to give them one final opportunity to settle. If they fail to comply then you should waste no more time on them and should issue a small claims action against them.

That will soon prompt them into action!

Fingers crossed for you.

Good luck and best wishes

Paul
The Admin Team

_________________
=======================================================
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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, Paul,
I meant to ask you what I should say if it transpires that my laptop's chipset is not on the list which PC World are using ?
Their list states :-
"The chip sets that contain the faults begin 6, 7, 8 and 9 and end in M. e.g. 8200M ad were purchased between January 2007 and November 2008".
Our laptop was purchased 27 December 2007 and, therefore, is right in the middle of the timeframe which they state and, from what I've read, there are chipsets (not on the list) which have the fault.
But, if they say that our chip set is not on the list, does that mean a battle ?
Or are they accepting that the list is incomplete ?
Can you confirm that you have knowledge of chip sets (other than those on the above quoted list) which have the fault ?

Your advice is appreciated ----- forewarned is forearmed !

Hello Chris,

Whether or not the GPU in your laptop is on the list is completely irrelevant.

To be honest, most of the laptop that are failing are not on the list and in any event, the list is so wholly inadequate as to make it pointless.

The vast majority of laptops that I have inspected were not any any list, though they should have been.

If you can let me know the P/N number from the white barcode label on the underside of the laptop I will see what further information I can find out for you.

Best wishes

Paul
The Admin Team

_________________
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Calculate the minimum refund that you would be entitled to.
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=======================================================

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.

Well, I've just had a call from the PC World Customer Service (?) guy who tells me simply that he has e-mailed my complaint to HP from whom I will receive a call within 24 hours.
I asked why we were not continuing to resolution ? (i.e. Myself direct with PC World.)
He said that the procedures were that all HP/Nvidia Defect cases had to be passed to HP because they have a team in place to resolve these issues. If myself and HP do not (or cannot) reach resolution, it will pass back to PC World who will resolve the matter with me.
I stated that I thought this was a rather pointless and delaying tactic as my contract is with PC World.
He responded with his previous line of "I have to follow the correct procedures or our finance people will just pass it back".
You will recall that I gave them until the end of this week to reach a resolution and I reminded the PC World guy of this fact. He said that it will be.
We shall see !

Hello Chrisnbaz



I have seen PC World do this on a number of occasions on on those occasions HP failed to make contact with the customer and so PC World had to offer a refund.



I don't agree that this should be the procedure. You purchased from PC World and not from HP so it should be PC World that you are dealing with and not HP.

If HP do not contact you in the meantime than I would give PC World a call on Friday and would tell them that their time is up and that unless they make you an immediate offer of a resolution then you will file your claim online once you have put the phone down.

If in the unlikely event that HP do contact you then you should ask for the written guarantee. If they refuse to give you this then you should tell them that you will not be accepting a repair and should revert back to PC World.

I hope the above helps

Fingers crossed for you

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.

Paul,
I'm not even giving them to Friday ! If I haven't had a call from HP by noon tomorrow, I'll be back on to PC World and insisting that we resolve forthwith.
As you say, my dealings should be with PC World and no-one else.
Apart from anything else, I'm pretty fed up with being told lies.
(e.g. They didn't get my letter & report until 16th Feb whilst I have proof that they received it on 11th Feb.
Also, their policy/procedures dictate that all HP Nvidia cases must be referred to HP whilst, from this forum, it is plain to see that others get resolution without this.)
It seems that the more the original purchase price, the more hoops they try to make you jump through !
Also, I am up to my eye-teeth with the apparant couldn't-care-less, supercilious and downright rude attitude being exhibited by the guy handling my case ; to the extent that, on my next call, I shall be asking to speak with a Manager.

Hi, Paul,
Well, as suspected, no call from HP nor anyone else had been received by noon today.
So, after giving it another 45 minutes, I telephoned PC World but asked to speak with someone other than the guy with whom I had been dealing heretofore. I explained that I felt my hackles rise when I heard his voice as I felt that he was abrupt and rather rude in his dealings with me (a customer). I said that, as I work in a Customer Service role myself, I am aware of the stresses involved but I just didn't feel comfortable dealing with the guy.
The young lady to whom I spoke today was exceedingly pleasant and helpful. She passed me on to a Manager who undertook to deal with the matter himself and, if I would give him a few hours to review the case notes, he would definitely call me back this afternoon.
True to his word, he called me back and we did a little friendly negotiation.

Result ? A cheque is on its way in the sum of £400 !

I would have liked a little more and, if we went all the way to Court, I may well have got it. However, I weighed up the pros and cons of such action and decided that, with everything included, I would probably not be much better off than taking what was on the table now ---------- and there would have been further delay.

Thank you and the others on this forum for your assistance.
And you others who have not yet had resolution ------ keep going ! You will win !

Hello Chrisnbaz,

Well done on your success

Well done also to PC World for resolving this in the way that they did. They could, had they so wished, have fobbed you off back to HP or told you to wait longer, but they didn't so well done to them.

Like you said, sometimes you have to weigh up the pros and cons about the viability of proceeding to litigation and I have to say that I think you made the right decision.

Sometimes a bird in the hand really is better than two in a bush.

Well done again and all the very best for the future.

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.