The Nvidia Defect Forum

Hello Hussain,

No need for the charger, I have plenty here.

I have now sent you an email with further instructions.

Best wishes

Paul
The Admin Team

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Hi,

I am new to this site and have been through the mill with ebuyer. i have exactly the same problem. bought my 6735s in april 2009 and was playing up charging wise just before warranty and mentioned overheating. they replaced charger and told me not to worry about it. rung again out of warranty about overheating and they deny my previous mention of overheating now out of warranty.

used the sales of goods act - they requested report - supplied report - did not use the words "manufacturing defect" or "inherent fault" - got technician to do another letter ( which i think he even spoke to someone at lapcure) - sent that back to ebuyer.

they then threatened the technician with liability and to take him to court so he withdrew his 2nd letter
understandably but stands by his first report which they deem unacceptable.

so i am stumped. i have been in contact with trading standards who are going to negotiate with ebuyer on my behalf but cannot guarantee any refund/repair.

note when the technician ran the laptop through stress tests the mainboard died. so now the laptop is completely dead. the laptop will turn on, fan and optical kick in but no display. 5 flashing lights on caps lock. myself and the technician took the laptop apart again to look at the mainboard and it seems like there is no fault!!!

i can send all reports and contact info

i know this is not nvidia but any help is appreciated

Jordan Taylor

Hello Jordan and welcome to our forum.

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



What exactly did the technician put into the 2nd letter and on what grounds did Ebuyer say they were going to sue?

I have worked on a number of the HP 6735s, which by the way have an ATI Randeon GPU rather than an Nvidia GPU, and found those to have failed on the BGA (Ball Grid Array) under the GPU.

The similarities between the manifestation of the defect are pretty similar and the test for that one would perform is the same as that which we perform with laptops suffering the Nvidia defect.

What tests did the engineer perform in order to come to the conclusion that the laptop was inherently defective?

Please let me know the answers to the above and 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.

hi, the second letter is as follows, which upon reading the letter he did contact lapcure.


Thursday, 29 July 2010
REF : Fault with S6735 Compaq Laptop

Dear Ebuyer / Jordan ,
Reference to our phone call today concerning the reason as to why the laptop is faulty or ‘not functioning properly’ please consider this further information in resolving the issue
I have spoken to lapcure.co.uk who specialise in the Compaq series just to confirm &supplement my initial diagnosis
The reasons behind overheating / stability excluding my initial report is
1. Thermal diode on the ATI chip
2. Cold solder manufacturing ati chip
3. Blocked heat sink & fan
4. Dry thermal compound
As I have dissembled the laptop then reasons 3 & 4 are not applicable to the current fault / issue
So concerning an inherent fault or manufacturers defect then it highly possible this may be the case and ignorant to not consider this
I refer to ebuyer order number 12284668 & RMA number 10413 for further reference


he said that that because they did not believe there was a fault with the laptop even though they havent even looked at it, they said that he was liable for the fault i.e. ebuyer dont want to pay anything for this laptop and are saying well this man said there is a manafacturing defect or inherent fault with the laptop and ebuyer believe there isnt, so ebuyer threatened take him to court over his accusation.

ebuyers final email was the following

Dear Mr J Taylor,



RE: complaint number – 12631506



Further to my recent email I can now confirm that I have spoken with the technician who wrote both the initial report and also the follow up letter. Although he stands by the first report that he supplied you with he wished to withdraw the second letter and has advised us that the main board failure could have been caused by a number of factors including overheating, been dropped, prolonged use or user damage.



With this in mind and after our own investigations into this product, unfortunately we do not believe this to be either an inherent fault or manufacturing defect so on this occasion with the evidence provided we will not be accepting the item back for return.



I once again would like to offer my sincere apologies on Ebuyers behalf for any distress that may have been caused with this issue. If you do have any further queries or concerns please do not hesitate to contact me.

i have not been in contact with them since just to trading standards whom i am waiting to hear off.

however certain things annoyed me like how they refused to speak to me on the phone because everything has to be documented but spoke to my technician over the phone. the things she said in the email that my technician said about my laptop he did not, he was speaking in general terms and it has been twisted into my case.

like i said my technician obviously isn't going to go to court over a £30 technical report which i completely understand as the cause is unknown but this looks like the action ebuyer are going to take. he also suggested that if they replaced the mainboard he would fit it but that was to no prevail.

the only other option i can see if trading standards gets nowhere is that the laptop is unsafe i.e. reaching temperatures of 100C which is the boiling point of water! SOGA1979 states that the product must be safe. but again this could get me nowhere.

if me and Hussain stick together we might just get somewhere

sorry, forgot to put what he did on the first test, this is the cover letter

please find attached a service report concerning the issues you are having with your laptop.

after upgrading bios to the latest bios according to HP Site i once again stress tested the processor for stability and core temps, the processor once again reached nearly 100C and i held down the power button to force shutdown, upon clicking the power buttin the laptop refused to post bios giving a 5 blinking leds indicating mainboard fault.

Please be aware the laptop was throwing out battery/charge fault codes on previous bios posts as well as forced shutdowns whilst within bios indicating stability issues

only whilst the operating system had loaded did the laptop use dynamic switching to reduce temperatures, only upon cpu utilisation dose the laptop suffer from extreme temperature issues.

the disassembly and reassembly of laptop including cleaning heatsync and seating made no difference whatsoever to temperature change under load

in my professional oppinion the issue with this laptop is not uncommon with other HP DV range series thus failing shortly before or after warranty expires, most common issue is GPU/CPU seating causing overheating/stability

i hope my findings are sufficient in resolving your issue




the service details are as follows

RENDERED: dissemble laptop to gain access H/sink and fan cleaned out H/sink and fan, resealed CPU/GPU H/sink, re-installed OS and stress test.

ENGINEERS REMARKS: CPU temp. very high at idle under stress test CPU temp reaches 100C *NO CHANGE AFTER ASSEMBLY*

DEFECTS FOUND ON INSPECTION: H/sink not seating properly - mainboard laptop switches off at bios on warm reboot - mainboard
battery charge fault or possible mainboard fault

Jordan,

It looks like your engineer didn't carry out a rework test - this is the best way to confirm that it's the defect causing the fault.

_________________
Please note: I am not legally qualified and therefore any postings I make are just my own personal opinion based on my experience of working for a number of years at a busy County Court.

Hi,

what does a rework test do and where can i get one from?

Paul can probably explain better but, as far as I understand it, it's a case of heating up the GPU to resolder it to the board.

If it's the defect then the laptop will work after the test (although it doesn't normally work for very long).

This is what Paul does for his well renowned reports to prove the defect.

_________________
Please note: I am not legally qualified and therefore any postings I make are just my own personal opinion based on my experience of working for a number of years at a busy County Court.

Hello Jordan,

I find it strange that Ebuyer would want to sue the engineer for stating his finding in that report.

If you were to Google "HP 6735s black screen" or "HP 6735s blank screen" and you will see numerous other customer having issues with this model of laptop.

It is, in my opinion, not the ATI GPU that fails but the BGA grid under the GPU.

The rework test is the same as I use on the Nvidia GPU's and in both cases such a rework causes the laptop to temporarily work again.

I have performed quite a number of reports on these laptop and the manifestations were all the same - lack of display.

If you would like me to undertake a report for you then please click on the following link:- need-an-independant-engineers-report-t62.html

If you have any questions 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.

Hi all,

many thanks I still haven't heard off trading standards. when i hear from them I will let you know and if need be will then send the laptop to yourselves for the report, and I saw on another thread someone else with the 6735s on the forums from ebuyer. things are looking up

@ Ciderboy

as Ebyuyer have threatened court i am presuming they are not scared to go down that direction. if i get the engineers report and it prooves the fault, am i guaranteed to win?

and if the fault is proven and they offer a refund/replacement can i take them to court anyway to sue them for stress over the whole situation.

many thanks