The Nvidia Defect Forum

Hi everyone.

My details:

Laptop Make: HP
Laptop Model: dv9667ea
Store Purchased: 1033 Comet - Leeds
Date Of Purchase: 22/11/2007
Price Paid: £999.99
Date failed: 1/10/2009 (approximately)

The laptop always seemed to run hot but I didn't think much of it. About 6-8 weeks ago it started to have the GPU problem. It was intermittent so rebooting usually did the trick. The problem quickly became more severe and now the GPU just doesn't work at all and probably hasn't done for a month. Being honest, I joined this forum a month ago but it has taken me a month to get the balls to decide to take action like others have done.

I am going to visit the Comet store this afternoon. I am expecting them to do nothing so I will then write to the Head Office. I have already drafted the letter.

I did contact HP the other day, they just gave me some tips then suggested I phone them to discuss service options. Should I just disregard this and just go the Comet route?

Hello Garth and welcome to our forum.

Sorry to hear of the problems you have been experiencing with your laptop.

Comet is the route to take as they are the ones who your sales contract is with.

When you contact Head office they will probably tell you about the "reverse burden of proof"

This basically means it is up to you, the customer, to prove the inherent defectiveness of your laptop.

This is done by way of an Engineers report. We can help you with that so when they ask you for one please let me know.

We have had numerous successes against Comet so we are more than able to assist you.

Send Head Office your letter by recorded delivery and make sure you keep a copy of the receipt.

If you have any questions or queries then please do not hesitate to let me know.

Good luck and best wishes

Paul
The Admin Team

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Thanks Paul

Should I get no luck in the store I will arrange for the Engineers report from you. I am certain it is the Nvidia defect that is the problem, but if it turned out not to be the case at least I would know if it was worth me getting it repaired at my cost.

Have to say the girl I spoke to in the Comet store was helpful. The upshot is that Comet would look at it free if charge then tell me the options. I feel they would offer a repair if the chipset was found to be faulty. I think I'd rather it was independently looked at first.

A couple of questions.

Would it harm my case to refuse a repair given it would be replacing a faulty chipset with the same potentially faulty chipset or should I let Comet do the repair (if offered)?

Should I let them look at it first or get my own report first? Am I being paranoid about Comet tech support?

Hello Garth,

It would not harm your case to refuse a repair - in fact we advise against a repair in the engineers reports.

I would get your own report first, then let them look at it.

That way you will know with absolute certainty that your laptop is affected with the defect BEFORE you send it to them.

Not that I am saying that they wouldn't agree, but some retailers have been saying that laptops have failed due to "major component failure" The component they refer to is, of course, the Nvidia GPU.

Please let me know if I can help you further.

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.

Thanks Paul, I have sent you an email for further help.

Well, my laptop in now in the hands of Lapcure. As I work in Leeds I was able to drop it off.

It was nice meeting you Paul.

Thanks for that - nice meeting your too.

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 received my laptop back from Lapcure yesterday with a report confirming my laptop did indeed have the faulty nVidia chipset. Paul said, one of the side effects was the laptop was back working but obviously would fail again in time. My laptop may be working, but I won't be doing anything important on it as it could fail again at any time so basically it will be used for web surfing in the meantime.

I popped into Comet this lunchtime armed with my engineers report. I have to say again, the assistant who I dealt with was a very nice lady. I explained the situation and she phoned their technical helpline. They said they would only look at the laptop and offer a repair. I asked that if they repaired the laptop would they give me a written guarantee that the laptop would be free of the flaw but unsurprisingly they wouldn't agree to this. Also, as the laptop is now working then they wouldn't look at it anyway!

Is the head office letter my next step (which I would think it was)? Or do I wait until my laptop fails and try again?

Hello and thanks for the update.

I cannot believe how obstinate these retailers can be.

Their technical department must know that in order to correctly test these laptops for the defect that a rework tool would have to be used.

How else could one prove conclusively that the GPU was indeed defective?

Furthermore they must also know that use of such a rework tool will cause the laptop to temporarily work.

If they don't know this then how can they call themselves an technical department?

Your next step is the letter to their head office including a copy of your report.

Your laptop has already failed as the report confirms so you will not have to wait for it to fail again.

I would also leave your laptop running a DVD to see how long the GPU will last.

If you need any help or 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.