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 Post subject: Hp laptop Dv9700
PostPosted: Fri Nov 09, 2012 8:01 pm 
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Joined: Fri Nov 09, 2012 7:37 pm
Posts: 5
Laptop Make: HP
Model: HP Pavillion Dv9700
Graphics Card: Unknown
Purchased From: High Street Store
Amount Paid: 999
Date Purchased: 10 Jun 2008
Date Failed: 20 Jun 2012
Hi there, I have just joined this forum. I have also noted from another post that a person called Paul who is part of the admin team might be able to assist me.

I also have a HP pavillion DV9700 laptop, purchased in 2008, and since June/July this year I have been unable to use it, since I also have the Nvidia graphics card/chip installed. I have read some about the issue, and I am aware of the product recall list, which HP claim that my laptop is not on. I do not accept this as I have been informed differently. I have liaised both with them and my reseller without success. I have the additional problem that I bought my laptop from a leading Berlin(Germany) department store. I also have an engineers report and the original receipt. Which I would be happy attach if required hereafter.

I have been liaising most recently with the MD escalation complaints team without any success what so ever. I have 2 email addresses for them. I also have an email for the German HP department.

I bought the laptop on a German credit card which is no longer in use. I now live in London. I paid 999 euros for the laptop in addition to other products at the same time, such as a laptop bag, ipod speaker system etc.

I am determined and resolute that I want this resolved in my favour and I strongly believe that HP has a case to answer.

Please could you advise how best to go about getting a refund or replacement. I would really appreciate your help and cooperation. I will also be more than happy and willing to provide you with as much relevant information as possible. Since it has been nigh on 6 months since I have encountered this problem, having also been to the Geek squad(carphone warehouse) who originally informed me of this faulty/defective product and learned what I know to date from research and advice from other industry specialists, I am keen to resolve the matter sooner rather than later as it has caused much difficulty. I am prepared too to persue this for as long as necessary.

I look forward to hearing back from you.

regards

A


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 Post subject: Re: Hp laptop Dv9700
PostPosted: Fri Nov 09, 2012 9:47 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 Shakes and welcome to my forum.

Sorry to hear that your laptop has failed.

It is great to hear that you are determined to see this through to the end. That is exactly the attitude you need. Keep the fire burning in your belly and you will succeed.

In order to be able to help further please could you provide a little more information.

1) What is the full model number of your laptop? This is displayed on the white barcode label on the underside of your laptop. It will start DV??????ea

2) Who did you purchase the laptop from?

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.


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 Post subject: Re: Hp laptop Dv9700
PostPosted: Sat Nov 10, 2012 1:44 am 
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Joined: Fri Nov 09, 2012 7:37 pm
Posts: 5
Laptop Make: HP
Model: HP Pavillion Dv9700
Graphics Card: Unknown
Purchased From: High Street Store
Amount Paid: 999
Date Purchased: 10 Jun 2008
Date Failed: 20 Jun 2012
Hi Paul,

Thanks for replying so quickly.

The full model number is dv9830eg

I purchased the laptop from KDW in Berlin in 2008.

I have both a copy of the receipt and an engineers report from a company called Twin Technologies, an IT reseller.

Once again I appreciate any help.

regards

A


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 Post subject: Re: Hp laptop Dv9700
PostPosted: Sun Nov 11, 2012 11:26 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 Shakes,

I should have asked but please could you let me know the contents of the engineers report that you have obtained so I can ascertain whether or not that would be sufficient to proceed with a claim.

Once you have done that 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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 Post subject: Re: Hp laptop Dv9700
PostPosted: Fri Nov 16, 2012 1:39 pm 
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Joined: Fri Nov 09, 2012 7:37 pm
Posts: 5
Laptop Make: HP
Model: HP Pavillion Dv9700
Graphics Card: Unknown
Purchased From: High Street Store
Amount Paid: 999
Date Purchased: 10 Jun 2008
Date Failed: 20 Jun 2012
Hi Paul,

For some reason it is not attaching itself. However I have also noticed my personal details are disclosed so I have copied and pasted the report. The PDF is branded and carries a logo. I also have the receipt as proof of purchase and attempted repair prior to the report. I trust this information will suffice and look forward to you advice on how best to proceed and through which channels.

Regards

A
--------------------------------------------------------------------------------------------------------
Twin Technology Servicing Department
Twin Technology LTD Servicing Department
www.twintechnology.co.uk
Twin Technology
Watford
Hertfordshire

Mr Sxxxxxxxx
101 xxxxxxxx Road
London

Damage Report – HP DV9700
This notebook switches on but no display appears on the screen. Further investigation revealed the presence of an Nvidia graphics chip which is known to overheat and cause this problem.
This particular Nvidia BGA chip has a design fault that causes it to run at a temperature far in excess of a safe working temperature which inevitably leads to the type of problem seen in this laptop. Other issues we have seen are wireless errors, fans burning out and total motherboard failure.
In the past we have tried reworking the chip, (which involves applying controlled heat to it) and re-balling which rebuilds the chip. Neither method ever provides a permanent fix as the original design of the BGA chip remains the problem, something that both HP and Nvidia seemingly knew about but chose to ignore during the manufacturing process.
This overheating chip problem is well documented online. The website www.nvidiadefect.com specifically deals with UK users and covers many cases where customers have secured either a refund or replacement.
We have had ten customers over the past few months who have obtained either a refund or a replacement laptop from their retailer due to this very issue, in all cases long after the manufacturer’s warranty had expired.
Michael Parsons
Senior Servicing Engineer

HI Paul,

I have not been online for a week. forgive me for not replying sooner.

I have attached the engineers report.

I trust this will suffice, and I loook forward to hearing from you.


regards

A


Last edited by shakes247 on Tue Nov 20, 2012 1:45 am, edited 1 time in total.

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 Post subject: Re: Hp laptop Dv9700
PostPosted: Mon Nov 19, 2012 9:33 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 Shakes,

Apologies for the delay in my reply.

There is no engineers report attached to your post.

Please would you resend including the attachment and I will then 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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 Profile  
Reply with quote  
 Post subject: Re: Hp laptop Dv9700
PostPosted: Tue Nov 20, 2012 1:28 am 
Offline

Joined: Fri Nov 09, 2012 7:37 pm
Posts: 5
Laptop Make: HP
Model: HP Pavillion Dv9700
Graphics Card: Unknown
Purchased From: High Street Store
Amount Paid: 999
Date Purchased: 10 Jun 2008
Date Failed: 20 Jun 2012
Hi Paul,

For some reason it is not then sending the attachment, I have also noticed that it includes my personal details and information, so I have amended my details and address and copied the report below. I trust this will suffice and look forward to knowing how best to proceed. I do also have the receipt as proof of purchase and evidence of initial attempted repair prior to the report.

Regards

A
----------------------------------------------------------------------------------------------------------------------
Twin Technologies Servicing Department
Twin Technologies LTD Servicing Department
Watford
Hertfordshire

Mr Sxxxxxxxx
101 xxxxxxx Road
London

Damage Report – HP DV9700
This notebook switches on but no display appears on the screen. Further investigation revealed the presence of an Nvidia graphics chip which is known to overheat and cause this problem.
This particular Nvidia BGA chip has a design fault that causes it to run at a temperature far in excess of a safe working temperature which inevitably leads to the type of problem seen in this laptop. Other issues we have seen are wireless errors, fans burning out and total motherboard failure.
In the past we have tried reworking the chip, (which involves applying controlled heat to it) and re-balling which rebuilds the chip. Neither method ever provides a permanent fix as the original design of the BGA chip remains the problem, something that both HP and Nvidia seemingly knew about but chose to ignore during the manufacturing process.
This overheating chip problem is well documented online. The website www.nvidiadefect.com specifically deals with UK users and covers many cases where customers have secured either a refund or replacement.
We have had ten customers over the past few months who have obtained either a refund or a replacement laptop from their retailer due to this very issue, in all cases long after the manufacturer’s warranty had expired.
Michael Parsons
Senior Servicing Engineer


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 Post subject: Re: Hp laptop Dv9700
PostPosted: Tue Nov 20, 2012 10:36 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 Shakes,

Thank you for providing a copy of the engineers report.

The report seems okay though there does not appear to have been any tests carried out which would conclusively prove the presence of the defect.

The most conclusive test that can be undertaken is a "hot air reflow" test, which basically involves heating the GPU so that the solder points melt and reflow.

As a result of this procedure the laptop will work again, albeit for an indeterminate amount of time, thus proving the presence of the defect.

It may be that the retailer does not question this and may accept the report at face value.

The only other problem that I can foresee is that you purchased the laptop in Berlin and so your contract of sale will be covered by the laws in Berlin.

I am totally unfamiliar with the law in that country and so I would advise that you seek some legal advice to ascertain what legal options are available to you.

I note that you also paid via a credit card so I would also advise that you seek advice as to whether you would be able to claim a Section 75 refund.

In the UK, purchases on credit cards are covered by the Consumer Credit Act. As a result the credit card company are jointly and severally liable with the retailer in situations such as this.

Whether or not you still have the card is irrelevant so it is quite possible, even though the credit card was issued in Germany, that you will be able to pursue the card company.

I am sorry I cannot be more definitive in the advice that I give but I am totally unfamiliar with the laws in Berlin.

I do hope that the above helps.

Please keep me updated on your progress.

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.


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 Profile  
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 Post subject: Re: Hp laptop Dv9700
PostPosted: Wed Nov 21, 2012 8:35 pm 
Offline

Joined: Fri Nov 09, 2012 7:37 pm
Posts: 5
Laptop Make: HP
Model: HP Pavillion Dv9700
Graphics Card: Unknown
Purchased From: High Street Store
Amount Paid: 999
Date Purchased: 10 Jun 2008
Date Failed: 20 Jun 2012
Thanks for the advice Paul, I appreciate you taking the time to help me.

My computer was tested for the hot air flow and I did receive it back and it worked for about a day! this was anticipated so they also provided me with an engineers report with it.

I also understand about the laws in Berlin, however I have also proceeded through the retailer who have tried to liaise with HP too, but with even less assistance than I have received on my own!!

Surely the legislation comes under the European law, not sure of the specifics i.e. name or number, but I am told it was passed about 5-6 years ago for this kind of "related" problem. I would say now that it would be down to HP, alternatively NVIDIA to resolve my issue. If you know of any other route to HP complaints, or NVIDIA which I am presuming will be just as hard, then that would be helpful too. As for any legal advice or route, unfortunately that cannot be an option for me!!

I would also imagine that if you did know of another route to compensation that you probably would have already suggested it. I have email watchdog, but again I am sure this has already been raised by thousands of others and would of appeared on the show already, although I don't believe it has!!

Obviously I will keep the computer as it is virtually useless, but I doubt I am going to be able to resolve this anytime soon by the sounds of things.

Once again thank you so much for your time, your help and effort, I really appreciate it.


Regards

A


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 Post subject: Re: Hp laptop Dv9700
PostPosted: Wed Nov 21, 2012 9:26 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 Shakes,

I would not give in so easily if I were you.

There must be some form of protection that you can use to help you in your claim.

Did you find out if your credit card was covered by the Consumer Credit Act? If it is then you can make a Section 75 claim against the retailer.

I would seriously suggest that you seek some free legal advice to see what your rights are. I would also suggest that you contact the press to see if they would be interested in a problem that is affecting laptops worldwide.

This problem is huge and it beggars belief that the press and media are not shouting about this from the rooftops.

Persistence really is the key to success. Please keep the fire burning in your belly and pursue this further - if you give up now then you will never know.

What do you think?

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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