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Laptop hot/overheating? - Laptop can't detect wireless card?

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 Post subject: Samsung R700
PostPosted: Tue Apr 24, 2012 7:19 pm 
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Joined: Tue Mar 20, 2012 9:55 pm
Posts: 2
Model: Samsung R700
Purchased From: High Street Store
Amount Paid: 0
Date Purchased: 23 Sep 2009
Date Failed: 15 Mar 2012
Posting on behalf of my girlfriend as I'm the computer savvy person (2 years as a technician + final year of degree now)!

She bought a Samsung R700 laptop from John Lewis in September 2008, and it appears to have been lumbered with the Nvidia defect (thanks to this website for helping me diagnose it to start with). It gets very, very hot (currently 63C at idle, usually nearer 75C), it has been as high as 80C at idle and 95C under load before the GPU appears to throttle itself.

On top of this the screen flickers (related?), and the WiFi sometimes goes to a speed slower than dial-up (tested WiFi at same time using another device and it's fine).

After getting in touch with John Lewis they told her to get an engineers report - which she has done and has sent it off to them.

Today she got an email response to it saying:
Quote:
My colleague Sam has called Samsung today and spoken to the customer service department to see how we can progress this further and get a further resolution, they have told me that it would need to be a Samsung approved engineer that looks at the unit so a correct and accurate analysis and report is followed through.

They have given me 2 repair agents in your area that you will be able to use:

ND Tech Computer, 0114 221 0331
DJ Henry, 02476 886800

If you contact either of the repair agents above they will be able to arrange an inspection of the product and report further to Samsung on the issue.


Where do we go from here?

Neither of those 'repair agents' are in the area - we're in Nottingham, they're in Sheffield or Coventry.

Thanks for any help,
Chris.


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 Post subject: Re: Samsung R700
PostPosted: Tue Apr 24, 2012 8:02 pm 
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Joined: Tue Jun 09, 2009 6:54 pm
Posts: 7864
Graphics Card: 8600M GS
Purchased From: High Street Store
Amount Paid: 0
Hello Chris and welcome to our forum.

One thing that you need to realise is that your contract is with John Lewis and not with Samsung.
Samsung are agents for John Lewis and so in reality they are trying to get Samsung to resolve this on their behalf.

As you have already provided one engineers report Samsung cannot state that they want another.

It is irrelevant that the company who provided the report is not Samsung approved and I would guess that they would not stay approved for long if they continually provided reports confirming an inherent defect.

John Lewis have to accept the report you have provided or they can have the laptop reinspected at their own cost.

Please could you let me know the content of the report that you have provided so that I can see if they had any other reason to refute the report.

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.


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 Post subject: Re: Samsung R700
PostPosted: Tue Apr 24, 2012 9:09 pm 
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Joined: Tue Mar 20, 2012 9:55 pm
Posts: 2
Model: Samsung R700
Purchased From: High Street Store
Amount Paid: 0
Date Purchased: 23 Sep 2009
Date Failed: 15 Mar 2012
Hi Paul,

The engineers report states the following - not direct quotes:

The laptop fans are clear of dust and functioning correctly.

Boots in to windows with a "higher than normal" temperature of 59C.

It was tested using Sims 3 - heating up to 96 degrees.

If it remains running at that temperature it could cause significant damage.

They feel it could be a fault on the graphics chip causing excessive heat - they found that this chip has been flagged as potentially faulty by Nvidia.


I'm assuming the 59C is in their test environment (which is a pretty cold workshop!), as I stated in my first post it's usually between 60-75C. If you want to see the full report just let me know and I'll PM it over to you.

Will get my girlfriend to email JL back and mention what you've said - I thought it was weird too that they were asking for it to be looked at again, I'd guess it's so they can say 'officially' that there's nothing wrong with it just to fob her off. :roll:


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 Post subject: Re: Samsung R700
PostPosted: Tue Apr 24, 2012 9:39 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 Chris,

The fact that your laptop is overheating does not necessarily mean that the GPU is inherently defective, although 95c is very hot and just 4c below the boiling point of water.

If you PM the entire report to me I will take a look and advise further.

I have to say though that in the absence of any manifestation other than the overheating then I think that it would be difficult, at this stage, to prove an inherent defect.

The screen flickering and slow wireless speed may be totally unrelated.

I will take a look at the report and 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.


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