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PostPosted: Wed Mar 21, 2012 10:31 pm 
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Joined: Wed Mar 21, 2012 9:44 pm
Posts: 4
Laptop Make: Sony
Model: VGN-NR21Z
Graphics Card: 8400M GS
Purchased From: High Street Store
Amount Paid: 600
Date Purchased: 10 May 2008
Date Failed: 10 Mar 2011
Hello, I'm new to the forum and am looking for some advice.

I'd like to know what the chances of success are and whether I should pursue this by paying for an independent assessment of my laptop. Details and story so far below.

The laptop was purchased from John Lewis in May 2008 with a credit card. Don't have the receipt anymore, do have the credit card statement. John Lewis acknowledge the purchase on their systems and have already replaced a battery under warrantee. The laptop developed the fault around March/April 2011 - black and green stripes, pixelated, poor resolution. I looked it up on the internet and it seemed to be an NVidia graphics card failure. Being out of warrantee and not knowing the best approach to take, I took it up with Sony. I have found Sony terrible to deal with and have bought another laptop from a different manufacturer in the meantime. It seems that as soon as your product is out of warrantee they don't want to speak to you even if it is on a 50 pence a minute phone line. When I did manage to get through to them they told me to get my laptop to one of their service centres for an assessment. They also took my serial number and confirmed that my laptop did not contain an NVidia graphics card from the faulty batch. I took my laptop for an assessment for £30, for which they told me that it was 'possibly' an NVidia graphics card failure. Having read some posts and advice on this forum I then turned to John Lewis. I took the laptop in and said that I believed it had an inherent fault and wanted a full refund. They said 'no' and I asked them for their head office address so I could write them a letter. As I understand it I'll now need an independent report concluding that the laptop does suffer from the inherent NVidia graphics card defect before I can take it further. Advice greatly appreciated.


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PostPosted: Wed Mar 21, 2012 11:05 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 Mike and welcome to our forum.

Sorry to hear that your laptop has failed.

Your laptop contains an Nvidia 8400 GPU (GPU REV G86-750-A2) which is widely reported as being defective and is failing in large numbers.

I have produced numerous reports on your model of laptop and they were all found to contain the defect.

Make sure that you keep the receipt for the £30 as you will be able to claim that back. Is the company who did the assessment able to provide you with an engineers report?

I say that because they have already assessed your laptop. Did they give you a written copy of their assessment?

If they did then you should present a copy of this to John Lewis. If they reject this you should tell them that you will obtain a secondary report and that report cost will also be added to your claim.

See what they say. If they capitulate then great. If not then you will need to follow my advice in the step by step guide.

That can be found here:- post13.html#p13

As you will have already completed a couple of the steps in that guide their refusal to accept that your laptop is inherently defective means that you will need an engineers report.

If and when you do please let me know and I will advise
If you follow my advice in that guide then you will be successful.

Any questions please let me know.

Best wishes

Paul
The Admin Team


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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PostPosted: Thu Mar 22, 2012 8:49 pm 
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Joined: Wed Mar 21, 2012 9:44 pm
Posts: 4
Laptop Make: Sony
Model: VGN-NR21Z
Graphics Card: 8400M GS
Purchased From: High Street Store
Amount Paid: 600
Date Purchased: 10 May 2008
Date Failed: 10 Mar 2011
Thanks for the reply Paul.

Yes, I should follow up with the company that assessed my laptop. I didn't get a report, just some badly spelt scribbles on a ticket saying it was 'probably' a graphics card failure. I wasn't very impressed and they are Sony affiliated. I think I still have the receipt somewhere.

I'll follow up with them and let you know how I get on.

Thanks again.

Mike


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PostPosted: Tue Aug 14, 2012 9:45 pm 
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Joined: Wed Mar 21, 2012 9:44 pm
Posts: 4
Laptop Make: Sony
Model: VGN-NR21Z
Graphics Card: 8400M GS
Purchased From: High Street Store
Amount Paid: 600
Date Purchased: 10 May 2008
Date Failed: 10 Mar 2011
Paul,

It's been a long time! I could need all of the 6 years I think I've got with my consumer rights to sort this out. I have since been back to the repair shop (Sony affiliated) and didn't really get any further. While they did at least issue a sort of report they said they couldn't say whether it was or wasn't an nvidia chip defect although rather annoyingly and I'm not sure on what basis, they were able to categorise it as due to 'wear and tear'. I'm pretty sure I've got the receipt to claim it back.

I'd now like to take you up on your service of a proper diagnosis, realising there is a slim chance the fault is due to wear and tear. Do you need a battery or power supply provided with the laptop when you collect it? If you could answer this question and give me the details of how I get a proper diagnosis I'd appreciate it - I understand you collect and deliver.

Regards,

Mike


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PostPosted: Wed Aug 15, 2012 8:17 am 
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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 Mike,

Quote:
...and I'm not sure on what basis, they were able to categorise it as due to 'wear and tear


That seems to be the line a number of retailers/manufacturers take and is baloney. If the failure is indeed related to the Nvidia GPU then this is certainly not "wear and tear" but instead is an inherent defect. With a wear and tear failure the retailer would not be liable to offer any resolution. With an inherent defect they are so it is plain to see why the "wear and tear" line is a better option for them.

Please ensure that if you find the receipt you keep it safe as you will certainly be able to recover that cost if the result of the diagnosis proves that the failure is indeed due to the Nvidia defect.

In order to proceed with an engineers report please take a look at the following post which will guide you through booking your laptop in with ourselves:- need-an-independant-engineers-report-t62.html

Once you have booked your laptop in I will contact you to arrange collection.

If you have any questions then 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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PostPosted: Thu Aug 16, 2012 12:34 am 
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Joined: Fri Mar 23, 2012 10:36 pm
Posts: 6
Laptop Make: Sony
Model: VGN-AR61M
Graphics Card: 8400M GS
Purchased From: High Street Store
Amount Paid: 899
Date Purchased: 18 Apr 2008
Date Failed: 14 Mar 2012
Mike,

I got the 'wear and tear' defence from my retailer.

My response was:

1. Sony Vaios have always been marketed on their performance, reliability and durability and we pay the extra for this piece of mind. For such a vital component to 'wear out' after only 4 years suggests their marketing is misleading.
2. Why is the 'wear and tear' fault condition and symptoms identical to those exhibited by the design defect. What is the technical explanation for this?
3. How can 'wear and tear' be reversed by re-flowing the chip, albeit on a temporary basis.

You expect wear and tear on batteries, hard drives, CD mechanics not on graphics components unless their design is not suitable and certainly not only after 4 years.

Don't accept it.

Good luck,

Brian


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PostPosted: Fri Dec 28, 2012 10:19 am 
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Joined: Wed Mar 21, 2012 9:44 pm
Posts: 4
Laptop Make: Sony
Model: VGN-NR21Z
Graphics Card: 8400M GS
Purchased From: High Street Store
Amount Paid: 600
Date Purchased: 10 May 2008
Date Failed: 10 Mar 2011
All Resolved To My Satisfaction! :!

John Lewis were more than reasonable once they had the report. Full refund on 4 year old laptop plus reimbursement of costs incurred.

A big thank you to Paul and Lapcure for providing the excellent guidance and service.

Long delay in resolution and postings is more to do with me than anybody else.

I think it will be a long time before I make a Sony purchase again. I hope all the costs this is incurring get passed right down the line to Sony and NVidia.

Thanks Again,

Mike


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PostPosted: Fri Dec 28, 2012 5:59 pm 
Offline
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 Mike,

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

John Lewis have been brilliant when it comes to resolving these issues so well done to them also. :! :! :! :!

I too hope all the costs are passed up the line to the likes of Sony and Nvidia.

Sadly though a number of retailers purchase "spot deals" where the goods are purchased en-masse without warranty so the retailer takes the hit on failures.

I am sure you will agree though that a full refund on a 4 year old laptop is a fantastic result so this is truly a brilliant result.

I am pleased that you found my forum and that I was able to help you reach this positive resolution.

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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