The Nvidia Defect Forum

Here's my tale re Comet and my laptop - an Acer 5920g with the Nvidia 8600 chip.

I bought it in mid August 2007.

I hardly ever used it as I have a desktop.

It died late August 2008. Because I had the desktop (and thought the warranty was just finished), I did nothing about it.

The more I thought about it, the more annoyed I got - a laptop should last more than a year of next to no use!

So, about February 2009, I contacted them and the usual "we'll have a look at it for £30 inspection fee" was given to me. Being slightly naive, I accepted this.

They fixed it ("new" graphics chip) at no charge plus my £30 and I got it back in March 2009.

It failed again in July 2009 - back to Comet! This time I said I considered it inherently faulty and asked for a refund.

"We'll have a look at it......". This time I said specifically DON'T fix it, I want to know what's wrong.

I got it back in September 2009 REPAIRED - (a "new" graphics chip). Again, being stupid, I paid the £30 - after all, I'd got my laptop back working and, it seemed reasonable to me to pay for the time to look at it!

Bear in mind that this laptop cost me about £800 and I had very light use from it. Well, it failed again about 4 weeks ago, just before I went on holiday abroad.

I'm about to write to Comet following the advice in this forum and ask for a replacement/refund.

I'd be grateful for any other pointers you guys could provide!

Kenny

Hello Kenny and welcome to our forum.

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

In America they have what is known as the Lemon Law, which provides a remedy for owners of cars that fail repeatedly meet standards of quality and performance.

There should be a similar law here in the UK to cover laptops and such products.

I think it is blatantly obvious that Comets "repair" does not work. Did they specifically say that they had fitted a new chip or a new board?

It is kind of irrelevant though because the laptop has failed to meet several requirements of the Sale Of Goods Act.

Under no circumstances would I accept a further repair.

There is a step by step guide that will help you reach a positive resolution and that is here:- post13.html#p13

How did you pay for the laptop?

If it was by credit card then you have extra protection.

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

Please keep us updated on your progress.

Good luck and best wishes

Paul
The Admin Team

Hello Paul

Thank you for the reply.

I still have a copy of the first work sheet they did for it. It specifically states the part number -REELVGBPG06002 and the description "Graphics card".

Along with the description as "Graphics card fitted & system re-assembled, tested OK".

I'm reasonably sure I still have the second worksheet somewhere - just can't put my hands on it at the moment.

I'll follow what you've indicated in your post.

Yes, I did pay for it by credit card - it was an internet purchase from their website.

I'm off to have a look for the second worksheet now.

Thanks again

Kenny

Hello Kenny,

It is excellent news that you paid by credit card as the card company are as liable as the retailer for the inherent defectiveness of your laptop.

If it seems that you are getting nowhere with the retailer then you should contact the credit card company and claim a Section 75 refund.

The card company cannot refuse to help and you have a clear cut case as your laptop has already been repaired a number of times for the inherent defect.

If you have any questions then please let me know.

Good luck and best wishes

Paul
The Admin Team

I've just had a courtesy call from Comet.

The girl I spoke to was, to be fair, very nice, although she used the "out of warranty" phrase! They want me to take the laptop to my nearest store so that their service department can have a look at it (again) to establish the fault.

This time Free of Charge.

I said I'd consider this and call them back.

I always want to be fair but my inclination is to say no as they have enough evidence to show that the laptop has a faulty NVidia chip - hell, they've replaced it twice.

What do you think?

Do I

Let them see it again and then see what they tell me? (Me being "Mr Reasonable")

or

Refuse and say no, I want my money back/ a replacement (being "Mr Awkward").

Thanks for any advice!

Kenny

Hello Kenny,

I would not take the laptop in for them to inspect. Instead I would tell them that you plan to obtain your own independent report and will provide them with a copy once you have it.

Besides, after six months from the date of purchase there becomes what is known as the "reverse burden of proof". This means that it is up to you, the customer, to prove the inherent defectiveness of your laptop.

I would further tell them that you are not interested in a further repair as it has been proved that repairs are not reliable. You should tell them that the only resolution that you are interested in is either a refund or a repair.

There is little point in them looking at it anyway as they probably will only offer a repair and if you were to pursue the matter to litigation then you would need a report to prove the inherent defectiveness of your laptop.

I have heard of a large number of customers who have taken their laptop into Comet for their "inspection" only to have to send it to me for a report when they were not satisfied with the results of the "inspection"

What do you think?

Best wishes

Paul
The Admin Team

Hello Paul

Thanks for the advice.

We called Comet back today and said we didn't want to get the laptop "inspected" by them again.

It was pointed out that the laptop had failed 3 times in less than 3 years. It was also pointed out that they've had it back twice to repair, it didn't work and that it suited them to inspect it and try to repair it again!

They were given 2 opportunities to give me a refund or replacement but "apparently" they can only offer me an inspection before making a decision on what to do. They would not say if they would replace/refund if it was proved faulty anyway.

I've told them that I'm getting an independent engineers report and proceeding with a small claim.

So look out for an Acer coming your way soon.

Regards

Kenny

Hello Kenny



After three repairs do they really need to look at the laptop?

And what will their "inspection" prove?

In my opinion this would be a waste of your time as I do not believe that it would lead to a positive resolution.

Your account on www.lapcure.co.uk is now active and I have sent you an email with details.

If you have any questions then please let me know.

Best wishes

Paul
The Admin Team

Hi Paul

Got the message on Lapcure that the fault is down to the graphics chip.

I've authorised Paypal.

Regards

Kenny

Hello Kenny,

I have now sent you an email.

Best wishes

Paul
The Admin Team