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PostPosted: Thu Jun 23, 2011 4:20 pm 
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Joined: Thu Jun 23, 2011 11:18 am
Posts: 3
Laptop Make: HP
Model: DV 9657/em = HP Pavillion DV 9500 series
Amount Paid: 0
Date Purchased: 01 Jan 2008
Date Failed: 13 Feb 2009
Hi,
Newbie ere ! hope this is the right place to put this, Daughter purchased a HP DV 9500 series actual no is :
DV 9657/em she had been saving all her overtime monies towards the laptop, she purchased the laptop from
PC World in January 2008 at a price of £700 all but a few pence.

It is a 17" widescreen laptop with web cam, remote control, and other gadgets which are still unused to this day as she never got to use them as just 3 weeks after the warranty expired so did the laptop, took it back to PC World refused to accept any blame was told that she would have to contact HP herself as it was not their problem and couldnt get us out the door quick enough. [Customer Service APPALLING to say the least].

My Daughter was really upset at the thought of spending £700 for what she thought was the "BEES KNEES" of laptops only to find that a mere time span of 1yr 3weeks is all she got for her money with most of the accessories still unused in the box.

No one was interested in the aftersales customer service, was all just out for the same ," Make a sale take the money and wave farewell". We paid another visit to PC World to see the Tech Guys but that drew a blank, whilst we were there we looked to see if there was any of the same laptops but was told that they were no longer being sold.

I did think at the time sounds a bit dodgy as they were only a few years old, we went back to my daughters , who was still really upset at what had happened with the laptop, but she stated she was more disgusted than upset with the way she had been treated re the faulty laptop.

A few days later she received a letter from HP themselves upon opening it stated "Important Safety Recall" :
the letter was dated 14/05/2009 then went on to say HP Notebook PC Battery Pack Replacement Program;
What to do;
1] Identify your notebooks product number !

2] Determine whether your notebook is potentially affected !!

HP Pavillion Compaq Presario HP HP Compaq
dv2000 - dv6700 A900 - V3700 G6000 6720s
dv2500 - dv9000 C700 - V6000 G7000
dv2700 - dv9500 F700 - V6500
dv6000 - dv9700 V3000 - V6700
dv6500 V3500

3] Contact : HP for further instructions visit the
"HP NOTEBOOK PC Battery Back Replacement Program",
nothing within the letter refers to the fault that has spread like wildfire , the conclusion I have made from the inuendo's made within the letter itself, is that they r not or do not want to implicate/ or admit that there is a genuine fault with the actual Laptop, so with the decision to recall the batteries which I think they are hoping people will accept battery failure as the initial fault. This would have been cheaper than having to admit the fault and replace or refund computer / cash.

If by chance the joe public found that Hp had threw a spratt to catch a mackerel by way of recalling the battery packs, instead of admitting there was a generic fault when they were first aware of the problem, I myself would have respected them more but the deed is done and I am afraid the majority of the general public will now have lost faith in HP, and think twice before purchasing anything from them in the near future.
The P/N No : G0238EA ABY
The S/N No : CNF7376WWZ
X13-04657

My Daughter could not beleive it when I shown her the comments and posts within this forum re: HP DV9000 Series, said that was her luck to have found information to prove that a fault had occurred but was too late to complain, but was all smiles when I said that I would definately go all the way to get her hard earned cash back into her pocket where it belongs .

Have got the diagnostic report in my file as well as the battery recall letter, and have a few emails sent to HP explaining WHY we did not want another battery pack as the laptop had already burnt out the motherboard, and was wondering if they would reimburse me for either the repair or a new computa, both suggestions were declined which has made me evevn more determined to get my daughter her money back or a good brand named new laptop.

Will come on ere l8r and start the ball rolling with PC World let them tell me it is not their problem after I contact them. watch this space .!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!


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PostPosted: Thu Jun 23, 2011 7:08 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 Junkiemunki and welcome to our forum.

I can full sympathise with you and your daughter for the predicament that you are in but fear not, the law is on your side and PC World will have to offer some form of resolution.

Your laptop contains an Nvidia 8400 GPU (GPU Revision G86-730-A2) which is one of the more prolific of the defective GPU's.

You have stated that you have a diagnostic report. Was this done by PC World and if so what does it state?

Do you have any proof of the first time that you reported the failed laptop to PC World?

The reason I ask is because if PC World were to offer a refund it would probably be reduced according to usage.

If you can prove that you reported the defect some time ago then the refund you will receive will be higher that if they try and state that the date f reported failure was recent.

How did you pay for the laptop? If you paid by credit card then you have extra protection because the card company is jointly and severally liable with the retailer in situations such as this.

Don't worry, please tell your daughter that we will help her get some of her hard earned money back.

Please let me know the answers to the above questions 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.


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PostPosted: Mon Jun 27, 2011 1:44 pm 
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Joined: Thu Jun 23, 2011 11:18 am
Posts: 3
Laptop Make: HP
Model: DV 9657/em = HP Pavillion DV 9500 series
Amount Paid: 0
Date Purchased: 01 Jan 2008
Date Failed: 13 Feb 2009
:cr :j
Hi Paul thanx for the welcome to the forum, right down to business [lol lol ] in reply to your questions,first and foremost on the left hand side of the screen is some little notes stating when I joined etc etc : I noticed that it states the wrong date of purchase for the computer,the computer was purchased Jan 2008 from PC World it cost £700 all but a few pence and yes my daughter did use her Visa card for the purchase.

My daughter had been working overtime as much as possible and the monies earnt from the overtime was being used for the computer, when she eventually purchased it from PC World she dropped by to show me , she was so
impressed with it, I was amazed at the size of the screen with it being a laptop, the hard drive was at least 4x the size of my hard drive in my desktop, the processor was fast , you could go upstairs have a bath and a cup of tea whilst waiting for my desktop to arrive at the page you wanted to view,[lol lol ].

Never had any problems with it, no-one apart from herself was allowed on the computer, which she kept in pristine condition, as we were talking one day I discovered that she had also taken out some kind of extra insurance upon it which was costing her approximately £13.00p per month taken by direct debit from her bank, I questioned as to why she needed this insurance when it automatically came with a years warranty, so I would have thought that woud be sufficient for the year.

I also mentioned that she would also be covered within the house insurance she had at the timeup to some degree,
it was agreed that she woukd cancel the direct debit and also inform PC World of the cancellation of the direct debit.
Her Uncle who is no stranger to a computer added her at least 25 programmes onto her laptop ranging from Dvd Decrypter to Microsoft works , Microsoft Office, Paint, Photo express, Photo explorer just to name a few.

Then early February 2009 I got a phone call from my daughter stating that her laptop had shut down for some reason and would not boot up for some reason, after explaining what had happened, she had been in her bedroom doing some college work when she decided to make herself a cup of tea, as she was alone at the time because her housemate was on overtime at work she left the computer on her bed whilst she nipped and made herself a drink and sandwich.

On returning to her computer she states that there was just a black screen, thinking that it had gone into sleep mode she pressed a key for it to show itself but this never happened so she started to boot up again and noticed that the blue lights across top of the keyboard were going stupid for some reason , this had never happened before and she noticed that the screen had not loaded but the blue lights across the top resembled a runway at nightime and all of a sudden there was nothing no blue lights and no screen image.

Deciding to shut down the computer for a little while as it was quite warm, but had not been on for more than a few hours so she shut it down and left it. L8r that evening she returned to her room to finish her college work but it would not boot up and now there were no led lights along the top of the keyboard either, after telephoning me it was arranged that I would go to PC World with her the following afternoon after she had finished work.

Upon going to PC World I went to the service desk with her and waited to see a member of staff, I explained the situation to the lady behind the desk and after making some enquiries we were told that the warranty had expired on the laptop approximately 3weeks ago, therefore there was nothing they could do, I asked if it would be possible for a member of their tech team to take a quick look at it to see if they could pinpoint the fault, she went and asked the manager but on her return we were told that because the warranty had expired they were not at liberty to do anything , therefore the answer was no.

I told the woman on the service desk that I was appalled at the lack of customer service they were showing to aftersales, as it was an expensive computer and she had only had it January 2008, therefore the computer was 13 months old and it had cost her £700, she went to the manager again but the answer was the same, they did suggest however that we get in touch with HP themselves, and with this comment she moved onto the next customer, as if to say end of service ere next query please.

My Daughter was in tears all the way home but more for the lack of customer service that PC World had shown towards her, and that they had discarded her as a simple measure , I myself was upset at the amount it had cost her and that PC World were not interested as the warranty had expired approximately 3 weeks ago.

I suggested that she get her house policy out and check whether she was insured through her home insurance, as most policies nowadays provided cover for computers , after checking her policy it was found that she could make a claim but only under certain circumstances, we telephoned them the next day and after explaining the situation was told that with it just closing down and dying there was no accidental damage claim, no theft claim, therefore they would not be able to apply the insurance to the computer, we explained that it was accidental as no one person had caused the computer to fail, we were advised to actually get a diagnostic report done to which my daughter would be liable for the cost of the diagnostic report.

I made some enquiries re: computer repairs and came upon a small business that specialised in computer repairs and diagnostic reports, and were not to far away from us after ringing them we were given an appointment the very next day. After explaining the problem to the guy it was stated that the cost of doing a diagnostic on the laptop and submitting a written report as to the findings was going to cost £50.00 + vat , we told them to go ahead with the diagnostic report, and arranged for it to be collected in 7 days time.

Upon collecting the laptop, we were told that a component had been badly burnt causing damage to the Motherboard also, he did say that it was repairable at a cost of £394.00 + vat this amount broken down is as follows ;
New Replacement Motherboard £315.00 + Vat
Their Labour Charge £79.00 + Vat
then the guy had signed it; stating IT Engineer

We explained to the guy that we would have to see what the insurance company said and whether they would cover the repairs, as my daughter wasn't in a position to fund the repairs herself, and the amount it was going to cost to fix it , was nearly enough to purchase another laptop but with better specifications and with full warranty for another year, although as the guy pointed out to my daughter the laptop was in pristine condition apart from the burnt component and damaged motherboard, with not being able to test any further this as far as he knew was the only faults with this laptop.

We paid him the fee for the diagnostic report and told him that if we got the go ahead from the Insurance company we would give him a ring thanked him and left.

The laptop is now still packaged in its orignal box along with all the attachments some of which have never been used, still has the protective film covering the screen, as I was looking for another Motherboard from the same computer and then have the replacement mother board fitted , but nearly all the motherboards for the computer were damaged or overpriced , now I know why and am glad that we did not go ahead with the repair otherwise we would have been in exactly the same position we are in at the moment.
I have the original documents from the diagnostic and the emails that were sent from HP and the recall letter HP sent by post which is signed and dated.

If you require copies of the documents send me your pm address, and send me details of how to copy and paste (thicko ere ) will await your expertise on what my next move shoud be .
thanx again
Please could you give me your valued opinion on what my next move should be and thanx again


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PostPosted: Mon Jun 27, 2011 7:02 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 Junkimunki,

Thank you for your comprehensive and detailed explanation of your situation.

I have amended the details in your profile to reflect the correct dates.

The Sale Of Goods Act states that an item should be durable, free from minor defect and be of satisfactory quality.

It is wholly unacceptable that your laptop failed after 13 months and it is also wholly unacceptable that PC World fobbed you off in the way that they did.

The 12 month warranty is kind of irrelevant in situations such as this for a number of reasons but primarily because of the expected lifespan of a laptop, which is five years.

PC World really should have taken a look at your laptop and should have badgered HP to repair it free of charge.

They didn't and so here you are today with a very expensive and pristine doorstop.

Don't worry though because you can seek redress against PC World.

I would contact PC World at their head office and would tell them your story about how you contacted them previously and about how they fobbed you off. I would further tell them that at the time you obtained an engineers report that stated the mainboard needed replacing.

It is important to note that the retailer may argue that it is not unusual for a laptop to need a repair during its life span. I can accept that, though there is a big difference between a laptop needing a repair and a catastrophic failure such as what has occurred in your case.

If they refuse to capitulate then you should ask for their head office address where you can send legal papers.

I would then send PC World a letter before action.

Along with the letter before action I would send a copy of the engineers report that you already have.

I have drafted a letter along the lines of what you should send. Please feel free to use this one or draft one of your own.

Quote:
Dear Sir/Madam.

Laptop Make:-
Laptop Model:-
Serial number:-
Date Of Purchase:-
Date Of Failure:-
Purchase Price:-

I am writing to you with regard to the above referenced laptop.

I contacted a branch of PC World situated at (enter branch you visited) and was told that there was nothing that could be done.

I subsequently visited a local repair company only to be told that the laptop was beyond repair and would need a replacement mainboard at a cost of £394 plus VAT including labour.

I decided against paying for the repair and took the laptop home.

I have since discovered that the laptop should have lasted far longer than the thirteen months that it did and that I have rights in law.

Had I been told this information when I initially visited the store then this problem would have been resolved a long time ago.

I enclose herewith a copy of the engineers report plus a copy of the invoice for the report fee.

I am now left with no alternative but to take legal action against yourselves for breach of the Sale Of Goods Act.

If I do not receive a positive resolution from you within seven business days from the date of this letter then I will have no option but to issue a small claims procedure against yourselves.

In this matter time is of the essence.

Yours faithfully,



Send them the above letter via recorded delivery and please enclose a copy of the report and the invoice for the report fee.

If they do not respond within the seven days then give the a quick call to see if they are prepared to make you an offer. If they refuse then please let me know and I will advise further.

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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PostPosted: Tue Jun 28, 2011 3:48 am 
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Joined: Thu Jun 23, 2011 11:18 am
Posts: 3
Laptop Make: HP
Model: DV 9657/em = HP Pavillion DV 9500 series
Amount Paid: 0
Date Purchased: 01 Jan 2008
Date Failed: 13 Feb 2009
:x :b
Thanx for the speedy reply paul, will do the letter straight away and send it recorded delivery to Pc Worlds head office, forgot to mention that the hard drives have been removed, as they held all my daughters correspondence and college coursework do you think that by removing the hard drives it could have a detrimental effect on her claim.

If they do quiblble about the hard drives being removed ,I will state that if they had looked at it or repaired it when we first went to report it instead of fobbing us off byway of giving underhanded incorrect advice re : faulty laptop,
which has remained in the attic in its original box with all its extras since having the diagnostic done.

I will also make sure that my daughter is reimbursed for the diagnostic report which was £ 50.00p plus vat, and also would state a figure for compensation during the time it has been in the attic, do you think that this would be acceptable bearing in mind that, incorrect information was given at the reporting of faulty laptop back in May2009.


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PostPosted: Tue Jun 28, 2011 6:35 am 
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 Junkimunki,

Removing the hard drives will have absolutely no effect on your claim whatsoever so I would not worry about that in the slightest.

I agree that had PC World correctly diagnosed your laptop back in in May of 2009 then the problem would have been sorted there and then. As it is they didn't and so you should not now be placed at a disadvantage due to the passage of time and therefore the reduced refund.

Stand your ground, be persistent and you will succeed.

I hope the above helps.

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: Wed Jun 12, 2013 11:13 pm 
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Joined: Wed Jun 12, 2013 11:00 pm
Posts: 3
Laptop Make: Compaq
Model: Presario v6500
Graphics Card: Unknown
Purchased From: High Street Store
Amount Paid: 400
Date Purchased: 01 Dec 2009
Date Failed: 23 Jul 2011
Hi purchased a compaq presario v6500 sn number is CNf 73739px it failed within 18 months, the screen shows diagonal lines and appears to conform to all the details aligned to the nvidia faulty chips can you confirm if it is the faulty batch ? Bought fom pc world in 2009 ? Thanks for all your assistance


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