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 Post subject: HP G60 217-EM
PostPosted: Mon Feb 27, 2012 11:46 pm 
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Joined: Mon Feb 27, 2012 11:36 pm
Posts: 3
Laptop Make: HP
Model: G60 217-EM
Purchased From: High Street Store
Amount Paid: 449
Date Purchased: 05 May 2009
Date Failed: 20 Feb 2012
I bought this laptop (HP G60 217-EM) from John Lewis in 2009 and it worked fine up until last week, when the screen went blank. All the lights on the laptop come on, it just that the screen stays blank.

It has a Nvidia GeForce 8200M graphics card, would this be one of the cards affected?

Should I take my laptop back to John Lewis, even though its not in the warranty period anymore?

Thank you in advance for any help

Mark


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 Post subject: Re: HP G60 217-EM
PostPosted: Tue Feb 28, 2012 4:16 pm 
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Joined: Mon Feb 27, 2012 9:41 pm
Posts: 4
Laptop Make: Dell
Model: XPS M1330 - T8100, 4GB Ram
Graphics Card: 7600 GO
Purchased From: Direct From Manufacturer
Amount Paid: 694
Date Purchased: 12 Feb 2009
Date Failed: 27 Feb 2012
Hi Mark, I am new to the forum as yesterday my Dell XPS M1330 failed and joined the group.

I would say that you should try JL as they have the 2 years warranty and even if it expired try with the technical support directly because they usually know a little bit more than sales assistants.

Tell them about the Nvidia defect, vice and/or failure that is publicly known and recognised by Nvidia and HP since 2008.

Good luck, hopefully they will accept their responsibility.

:x


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 Post subject: Re: HP G60 217-EM
PostPosted: Tue Feb 28, 2012 5:22 pm 
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Site Admin

Joined: Tue Jun 09, 2009 6:54 pm
Posts: 7864
Graphics Card: 8600M GS
Purchased From: High Street Store
Amount Paid: 0
Hello Mark and welcome to our forum.

Sorry to hear that your laptop has failed.

The problem with your laptop could be related to the Nvidia GPU though it could also be related to the underlying BGA grid.

Both problems would constitute as being inherent defects so whichever problem it was you would be able to make a claim.

I wouldn't worry about the fact that your laptop is out of warranty as you have six years from the date of purchase in which to take action.

You should now contact John Lewis and you should tell them that your laptop has failed due to what you believe to be an inherent defect with the Nvidia GPU,

They may tell you that your laptop is out of warranty and that there is nothing that they can do. You should tell them that the warranty status is irrelevant as you have six years from the date of purchase in which to bring an action against a retailer when the goods in question are inherently defective.

They may then tell you to contact HP. You should tell them that you purchased from John Lewis and not from HP so it is entirely John Lewis's responsibility to resolve the situation.

See what they say. If they say they will inspect it for a fee you should refuse and say that due to the "reverse burden of proof" then you will provide your own independent engineers report.

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

If you follow my advice in that guide then you will be successful.

I hope the above helps.

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

Good luck and best wishes

Paul
The Admin Team

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=======================================================


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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.


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 Post subject: Re: HP G60 217-EM
PostPosted: Tue Feb 28, 2012 6:43 pm 
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Joined: Mon Feb 27, 2012 11:36 pm
Posts: 3
Laptop Make: HP
Model: G60 217-EM
Purchased From: High Street Store
Amount Paid: 449
Date Purchased: 05 May 2009
Date Failed: 20 Feb 2012
Thanks for the replies,

I went into John Lewis today and explained what happened to my laptop and the guy I was speaking to said I should contact HP, I said i'm not contacting them and explained about the inherent fault, he went and spoke to someone else and eventually came back and tried fobbing me off with excuses along the lines of "computer specs change all the time" etc etc. I stood my ground and said that I don't expect a laptop not even 3 years old to suddenly have the screen stop working. He basically didn't want to know. I said that i'm sending my laptop off and i'll get an independent engineers report, which should (hopefully) verify that the laptop has got the inherent fault and that i'd be back once i've recieved that report.

The guy seemed to imply that I would under no circumstances get a replacement laptop and that the engineers report wouldn't be able to prove that the fault was inherent. So we'll see what happens. The laptop has been booked in today for a report, so hopefully i'll be able to update next week (once i've recieved the report) on what John Lewis plan to do.

If i don't get anywhere with the store, i'll take it higher to head office!


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 Post subject: Re: HP G60 217-EM
PostPosted: Tue Feb 28, 2012 8:04 pm 
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Site Admin

Joined: Tue Jun 09, 2009 6:54 pm
Posts: 7864
Graphics Card: 8600M GS
Purchased From: High Street Store
Amount Paid: 0
Hello Mark,

That surprises me because John Lewis have been acting pretty reasonably up until now.

It could be just the person you dealt with that was the problem as this is not really indicative of the service John Lewis usually give.

How on earth can he state the a report cannot prove that a fault is inherent? How many years as an engineer does he base that statement on I wonder?

Take no notice of him and instead of dealing with the store in future I would send all further communications straight to head office.

Thank you for booking in your laptop for a report and I have now booked the courier and have sent you an email with further instructions.

I will update you as soon as I receive your laptop.

If you have any questions 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.


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 Post subject: Re: HP G60 217-EM
PostPosted: Fri Mar 23, 2012 11:06 am 
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Joined: Mon Feb 27, 2012 11:36 pm
Posts: 3
Laptop Make: HP
Model: G60 217-EM
Purchased From: High Street Store
Amount Paid: 449
Date Purchased: 05 May 2009
Date Failed: 20 Feb 2012
Just a bit of an update on this. I went back into the store and after a long discussion with a member of the technolgy department (apparantly they didn;t have a section manager as the old one had been moved to another store) it was obvious nothing was going to happen, so I requested the head office details and left a copy of the report with them (which the guy only skim read the front page...)

So I sent a recorded delivery letter to head office and recieved a phone call and was offered a refund of £250 for the laptop and a further £65 for the report, so a total of £315, which I've accepeted and they've just refunded it back into my account. So all in all, thanks to the report (worth the money) and the helpful head office staff at John Lewis I've got a result which I'm pleased with :D


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 Post subject: Re: HP G60 217-EM
PostPosted: Fri Mar 23, 2012 7:01 pm 
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Site Admin

Joined: Tue Jun 09, 2009 6:54 pm
Posts: 7864
Graphics Card: 8600M GS
Purchased From: High Street Store
Amount Paid: 0
Hello Mark,

Well done on your success. :! :! :! :!

It is amazing what a little persistence will do for you isn't it!

As least John Lewis came good in the end.

Thank you for allowing me to provide you with an engineers report and I am really pleased that you reached a positive resolution.

Well done again. :! :! :! :!

Good luck and best wishes for the future.

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.


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