The Nvidia Defect Forum

Can someone confirm if "HP Pavilion dv6500 Notebook PC" with "NVIDIA GeForce 8400M GS" purchased around 17-Jul-2007 (online purchase from HP site) is affected by issue as described under http://www.nvidiasettlement.com/. Unfortunately dv6500 is NOT listed as one of the "Affected Models", however I am seeing same symptoms after upgrading to Windows 7 (from Vista). My display crashes after "Distorted or scrambled video" followed by "No Video" and sometimes Blue Screen. After rebooting, screen split up in 6 small windows as seen in the following youtube video http://www.youtube.com/watch?v=aJI9mSEe-1U (at 9th sec of video). I have already upgraded BIOS to latest available on HP and latest Display driver available on NVIDIA. Currently my notebook shows 6 screens even in BIOS which points to hardware failure.

I contacted HP support, they washed their hands stating that my model is not listed so i am not eligible for this claim, they asked me to contact NVIDIA settlement telephone support line at 1-877-440-7557. When i contacted the support line i got to know that support person was 3rd party who processes claim, however he was unabel to help as my model is NOT listed in "Affected Models" http://www.nvidiasettlement.com/affectedmodels.html. He was unable to suggest if my NVIDIA chip is affected by this issue. They are ONLY processing claims for models listed under "Affected Models".

As per my troubleshooting, all symptoms are pointing to hardware issues with NVIDIA GPU, somehow it seems that issue came to light only after upgrading to Windows 7 (fresh install). No sure if Windows 7 puts more stress on GPU as compaired to Windows Vista, during normal functioning.

1. Am i really affected by NVIDIA GPU defect (I think so)? From multiple posts i read, it looks like "NVIDIA GeForce 8400M GS" is one among affected chips. Please confirm.
2. Although I have experienced symptoms as mentioned in list of symptoms earlier (http://www.nvidiasettlement.com/pdfs/Id ... msList.pdf), after upgrading to BIOS and Display driver I currently see screen split which is not mentioned as one of the symptoms. Due to screen split up i am unable to use the machine so not sure if original symptoms are still present.
3. What options do i have if my model is not listed in "Affected Models"? Neither HP nor Nvidia settlement entertaining me due to model not listed as affected.

Please advice.

Hello Akshayml and welcome to our forum.

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

Please find below answers to your questions.



The Nvidia 8400 GPU is one of the more prolific of the defective GPU's so coupled with the problems you descrive such as the six split screens I would say that it is highly likely that your laptop is indeed inherently defective.



The six split screens and scrambled display that you have mentioned are manifestations of the defect so I would not worry about the original symptoms.



Well that depends on which country you live in. Here in the UK we have protection with the Sale Of Goods Act which means owners can pursue the retailer for up to six years from the date of purchase.

If you are outside of the UK then I do not really think that joining the settlement would be your best option as the settlement fund will be distributed amongst all the claimants. This means that you would not get as much as you would if you were to pursue the retailer or HP independently.

There is no point in trying to pursue Nvidia as I do not think that this will result in a resolution.

Please let me know the P/N number from the white barcode label on the underside of the laptop. I will then check to see if I can find out any further information.

Please let me also know whether you are resident inside or outside of the UK.

Any questions please let me know.

Best wishes

Paul
The Admin Team

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Lapcure: Thank you very much for your reply to my post. Here are the details as requested:

HP Pavilion dv6500 Notebook PC
S/N: CNF7283JB5
P/N: RM098AV
NVIDIA GeForce 8400M GS
Purchase Date: 17-Jul-2007

This notebook was purchased in US (online purchase via HP site; I have the purchase order email with me). I currently reside in India and will be travelling to US in a weeks time, I can carry the notebook with me and keep it with my friend in US if there is any possibility of getting a replacement/reimbursement etc. How do i prove to HP and/or Nvidia that i have the defective notebook as settlement site doesn't mention my notebook's model (it lists dv60XX, dv61XX, dv62XX, dv63XX and dv64XX BUT NOT dv65XX) due to this fact, both HP and Nvidia settlement are washing their hands. Technically speaking its the GPU model that they should have listed on site as "Affected Models".

What worries me most is the following statement on settlement site:

/*********************/
If you have an HP or Compaq notebook computer, you may be eligible to receive a replacement computer. A repair remedy is not available for HP/Compaq computers because replacement parts are not available. Replacement computers will be shipped 6 to 8 weeks after a claim is approved. Please be patient.
/*********************/

Meaning if HP or Nvidia doesnt help then this notebook (purchased for $1276) cannot even be repaired due to unavailability of parts .
Your advice/suggestions to further deal with the problem is greatly appreciated.

Hello Akshayml

Well your laptop should certainly be on their list based on what I have found.

I did a quick check on the HP support site to see if I could find any further information relating to your laptop and found this:- http://tinyurl.com/4bbyj6k

This is the BIOS update for your laptop. On the 25th March 2008 HP release a BIOS update for your model of laptop. The purpose of this update, according to HP was:-



This proves that as early as 25th March 2008 HP MUST have been aware of the potential for your laptop to overheat otherwise why release a BIOS update that switches the fans on continuously to the detriment of the batter?

The fact that your laptop is not on their list is irrelevant as most of the laptops that are failing are not on a list.

Have you considered suing HP as an individual? Even if you could join the class settlement the amount of compensation is so pitifully low that you will not get very much as a result.

I would seek some legal advice in your country to see what options are available to you. There have been quit a number of successful claims made against HP so the prospects are certainly good for you.

I am sorry that I cannot advise on the law in your country as it is completely different to ours.

I hope the above helps.

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.

I called HP multiple times and they are not helping me. The last supervisor that I spoke to kept on saying that I am not hitting the issue as my model was not listed in "Affected Models". He said that he can continue looking at the notebook only as paid out-of-warrantee case for which I will be charged and later after investigation they will let me know what to do with the machine. Is this issue covered only if warrantee exists? I see that defective machines are from 2006 timeframe, do they really have valid warrantee in 2011?

Everytime I call HP support I have to start from scratch as there is no single point of contact. On pressing them hard they would say that they are escalating case to case manager who'll call in 48 hours which doesnt happen. Twice they agreed on calling back but they didnt call. My last experience was aweful, supervisor hung up on me stating that I am not hitting this issue and that he cant help me unless I pay them.

Is there any escalation path that i can take?

Hello Akshayml,

Have you considered just sending them a letter before action?

You are not getting anywhere on the phone and I fear that you are just wasting your time.

There is a template in the downloads section of this forum and that is here:- download/letter_before_action.doc

You should download that, edit it with your details and send it to HP at the following address:-

Hewlett-Packard Ltd
Amen Corner
Cain Road
Bracknell
Berkshire
RG12 1HN

Please ensure that you send the letter by recorded delivery and please keep a copy of the letter and postal receipt.

If after seven days you have not had a response then I would move onto the next stage of the step by step guide.

If you have any questions 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.

Hey all!
Here's my predicament.
I've had my HP Pavillion dv6500 for about 3 or 4 years. The LCD one day gets a few green/yellow/red lines showing up vertically. I just ignore them. About 3 or 4 months later the display just begins to go black. I turn on my computer and the screen's backlight would light up, but the display never comes up. Plugging an external in through the vga works fine though. This problem is intermittent and it takes about one or two weeks before the screen will not display my desktop under any circumstance. I immediately think the LCD is broken and found a replacement from a friend for a nice cheap price of $25. I take it apart, put the new LCD in, and the problem persists. After that I reinstalled the video drivers and no change. Does anyone have any idea what this may be? It sounds like some sort of hardware issue to me considering the circumstances. Perhaps the inverter? I don't know much about this type of hardware, so any and all suggestions and thoughts are appreciated!!
Oh and I have the Nvidia 8400GM video card as well.
Thanks everyone!

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Hello Harpreet and welcome to our forum.

The problem you describe certainly sounds like the Nvidia defect as both the black screen and the vertical lines are manifestations of the defect.

Please could you let me know the P/N from the white barcode label on the underside of the laptop and I will see if I can find any further information.

Please could you also let me know who you purchased from and the method of payment (cash/debit card/credit card).

Once you let me know this I will advise 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.