The Nvidia Defect Forum

Hi Paul, yeah that response is definitely automated, it's something I complained about to the HP Customer Complaints team (who I never received a response from). An automated statement that says they understand how I feel - yeah, really heartfelt.

I made it to JL last night. The service was what I'd come to expect from them, very good. The guy in the returns team was very clued up about the NVIDIA problem, knew all about the symptoms and HPs (and other manfacturers) stance on it - which saved me a lot of time having to explain that there was a genuine problem. He said that he also appreciated why I wouldn't be happy with a refund.

He asked to keep my laptop, and explained that all he can do in the first instance is contact HP and discuss the problem with them. He believed that HP have a stance where if a computer fails a certain number of times they replace it anyway - and as mine has failed so many times he thinks HP may issue a replacement (regardless of the NVIDIA issue). I've agreed to this, but made it clear that I'm not looking for a repair - just a replacement or a refund.

I'm supposed to get a call back today, I'll let you know how I get on.

Thanks again

Fantastic news Storm!

I'll keep my fingers crossed for you.

Still though, I can't see why John Lewis have to call HP.

It is John Lewis's problem as your contract is with them,
not HP and so they should refund or replace you first, then
they should take it up with HP.

Just my opinion Storm.

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.

Yeah, I see where you're coming from. Obviously, if JL go to HP for a replacement then it'll cost them nothing, but from my point of view it's probably quicker this way than threatening to take JL to court etc.

I don't care so much as long as I'm happy at the end of it. If JL want to explore the HP option first then I don't mind. I've made it clear that if all HP offer is a repair then I'm not interested and that I'd look to JL to resolve me issue by other means (refund or replacement).

I've left them with my letter to the store manager to reflect on as this clearly outlines my position. I've still not heard from them yet. I'll chase them up after 3pm.

Quick update from me. I took my laptop in to JL last Tuesday, and since then I've had to phone JL every day requesting an update. I only got to speak to someone on Thursday (me calling them, not them calling me) who said they had no update but would call me back. I've received no call back on Thursday and no one returned the calls I made on Friday and this Monday either.

It looks like I have to eat my words about being pleased with John Lewis' excellent customer service. I don't mind there not being instant updates, but that's no reason not to return my calls... for a week!

Unfortunately, it gets worse. I managed to eventually get through to them again today and requested an update - this time the employee called me back and apologised for the delay, but explained that HP are still waiting for the part

I can't believe it. I *specifically* stated, *many* times that I don't want the laptop repairing, that I don't want it sending off to HP. Not only did I voice this many times, but I also explained it in a letter I handed over, address to the store manager. It appears that despite my express request, they've gone and sent my laptop off to HP for repair. Not only that, but they didn't call to tell me, and they refused to return any of my calls for a week. It all feels very underhand and I'm both annoyed and frustrated.

I've explained this to the person I spoke to on the phone just now and he's going to call me back with more information, but if it turns out that it has been sent in for repair then I'll be escalating this instantly.

I can see it now - they'll hand me back a 'working' laptop and claim I've got nothing to complain about! I did not authorise them to send my laptop anywhere, I only said that I would allow them to contact HP before taking the matter further.

Grrr....

Hello Storm,

That is scandalous!

You are quite right in your assumption that they will probably say "here you go, your laptop is repaired now - you have nothing to complain about"

I am not sure what the courts would say on this because technically you do have a working laptop and JL could argue that they have done all they need to do.

What I would do if I were you were to request a document from JL that states clearly that the motherboard that has been used for the repair is free from the Nvidia defect.

Furthermore, you don't want a motherboard that was manufactured prior the the date your board was made.

This is because each board over time has revisions and you would not want a board that was a step back from what you had.

Now, I don't believe that they can supply a board that was made after 2007, since HP will be sat on huge stockpiles of motherboards to be used for such eventualities.

So, if that is the case can JL provide a statement that says, quite categorically, that the motherboard will be free from the defect?

I don't think they can or will.

If that is the case why would you accept such a repair?

Food for thought for you there.

Good luck in the meantime and please keep the updates coming.

As always, if you need any help or advice then please feel free to ask.

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.

Sorry to hear about your problems Storm.
As Paul pointed out, HP will still have mountains of these old boards. My 'replacment' board is from 2006. Waazocks.

Anyway, I would write a letter to Andy Street (Managing director of John Lewis).
John Lewis
171 Victoria Street
London
SW1E 5NN

Tel: 0207 828 1000

We had been having countless problems with our TV (couldn't change that channel at all on it being the major one) and the engineers were doing squat about it. After all the messing around in the shop my Mum sent a letter to Andy Street directly outlining all the problems and explaining the issue went on for 6 months.

A few days later his secretary comes on the phone and assures us the problem will be resolved. We heard from the manager of the shop were we bought it from, and indeed the problem has now been sorted.

They'll hate being bothered about this issue, and will do anything to keep a customer happy on the run up to Christmas.

Thats right, I said the C word.

Another update...

...that I'm writing from my new laptop...

Basically, my letter and request for a new laptop went very high up in HP, and the reply from above was "No", they just offered a repair.

Thankfully, the rep at John Lewis already knew I wouldn't be happy with that response, so he put in a request to the store manager to see if there was anything they could do. There was - they offered me a mid-range Toshiba, which was similar specced to mine, but worth half the amount I paid. I did a bit of haggling and managed to get that offer improved to a DV6 series HP laptop.

Yeah, I know, another HP, but from what I've read, all manufacturers who had the NVIDIA chips have had the same problem - and if I were to avoid all of those then I'd definitely be looking at a very low end. This HP has an ATI chip in, so I'm hoping it won't melt again!

Oh and regarding the whole 'my laptop being sent back' issue - turns out that wasn't the case - the guy I got through to was just trying to tell me what I wanted to hear "Yes sir, we've already sent it off", and got a little shocked when this was the exact opposite.

Anyway... chalk up another happy customer. I can honestly say, without this site I would've probably had to settle for paying for a repair from HP!

Thanks everyone, and especially Paul.

Hello Storm

Absolutely excellent news mate.

Well done for your persistence.

Thanks also for your kind words, much appreciated.

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 have just found your extremely enlightening website. I purchased a HP Pavillion dv9850ea, from HP direct, in May 2008. It has already been back to their service facility twice (once for the screen hinge coming apart - possibly due to the excessive heat nearby, and more recently (March 2009) for the "black screen of death", when the graphics failed. This latter occasion was fortunately covered by the extended warranty given to me as a result of the first fault.

However the laptop has very recently failed completely as it has suffered yet another blank/black screen. I am, at the moment, working offshore in the Caspian but shall be returning to UK this coming Wednesday.

Would you advise that I first contact HP before doing anything else, thereby giving them the oportunity to resolve the matter satisfactorily or, in order to save wasting time (as dealing with HP is invariably a long dawn out process) would it be OK to obtain an engineers report from you and just send it off with the Letter(s) Before Action? My time in the UK is expected to be fairly limited.

When I ask you to inspect the machine and supply an engineers report, would it also be possible for you to access the hard drive and copy the disk contents to an external drive that I can provide, as I need them for my work?

Best Regards
Roy

Hello Royh,

I have answered your post on the other thread and that is here:- faulty-hp-pavilion-dv9850ea-t846.html

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.