The Nvidia Defect Forum

hi Paul,
my laptop display failed May 2010 after about 18 months of use.
i approached HP wanting to discuss the issue, because the symptoms i had were more or less the same
as other models which were being offered extended warranty. unfortunately the dv9820ea was not one
of the models that HP listed as having this problem, but being a fairly straightforward type i assumed that
when i informed HP they would realise their mistake and instantly add the dv9820ea to this wonderful
ext. warranty scheme.... not quite.

you probably know the score, the HP website is great for them gathering sales, but not so good if
you want to discuss a problem. what about tech support i hear you say.

well yes, they did respond to my (first) email report with the old 'product out of warranty give us £270'
brush off. my next email was ignored. i tried the human approach, used the phone, even got through to
customer support at the Bracknell main office. thats about as far as i got. a nice lady there told me
HP have finished their investigation into this problem and the case is closed. she even suggested i spend
£270 to get a fix (just like tech support). i did mention that the fix would probably replace the current
defective parts with yet more defective parts, i could feel the sudden chill even over the phone.

anyway, many thanks to the good folks at The Nvidia Defect Forum. your web site has urged me onwards to
continue the struggle. i intend to pursue this matter in the small claims court.

the first letter has been written and delivered (thanks for the template) and timed out. not a word from HP in response.

i will be registering the laptop for a Lapcure engineers report soon (just got to find a box to put it in), but
i do have a couple of questions.

prior to any shipping of the laptop, i have been removing personal files from the disc. this has been done via
a linux live cd boot and remote access via ssh. the initial boot and various settings up, being typed blind
at the laptop keyboard, but all the dangerous stuff was done visibly through a remote login terminal. well the inevitable
happened, not sure wether one of my 'secure delete' scripts was the problem or if it was a bug in the linux
ntfs filesystem handling, but ntfs doesnt feel too well now. Windows Vista no longer boots, despite 24 hours
disc activity which i hoped would be the Vista filesystem check utilty (is there such a thing?) fixing the
mangled linkage. again no. the nfts does mount under linux with a moan about being dirty, but otherwise is ok,
its just Vista that can't handle a few little problems in their MS filesystem. the laptop still runs fine, apart from the
blank screen.

my questions are:

1. do you need to boot the laptop windows in order to do your engineers investigation?

2. although it isn't really important which os is used to boot the machine, do you think i have weakened my
case in the eyes of the non-techy courts?

well thanks again for your web site, and the support it gives. it really helps.

ian

Hello Ian and welcome to our forum.

Sorry to hear of the problems you are experiencing with your laptop.

As you may have guessed, HP's customer dis-service department is woefully inadequate and they cannot even be bothered to reply to communications from their customers.



How scandalous is that?

First of all, it is not for HP to "close the case" as you have SIX YEARS to take action against them. How ignorant of HP to try and suggest otherwise!

What is worse is they they try and charge for repairs to these inherently defective laptops when they really should know that what they are doing could be construed as being illegal.

There is a crime call "fraudulent concealment"and is defined as follows:-



I would say that a company who tries to charge a customer for a repair to a laptop that they should reasonably know is inherently defective and therefore should not charge would constitute fraudulent concealment.

Would you not agree??

Please find below answers to your questions.



No, an operating system is not really necessary for the test I perform as I can prove the defect without it.



No, like you correctly stated, the OS is irrelevant. What is important is whether or not your laptop is inherently defective. If it is then you really cannot lose.



Thanks for that, much appreciated.

If you would like the data to be recovered from the hard drive then please let me know and I will back it up to a DVD for you when I receive your laptop.

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

Good luck and best wishes

Paul
The Admin Team

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hi Paul
thanks for your reply. i do agree with your comments about the current attitude and
behaviour of HP. it does seem that they are trying to avoid their responsibilities
and are deliberately playing on the doubts and lack legal knowledge of their customers.

i know them from many years back, in the days when their name was highly respected.
i'm sure in the old days they would have dealt with these serious design problems in a
much more professional (and moral) way. can't be sure though because i never had any
problems with their equipment ..

thanks for your answers to my questions, i'm glad i haven't complicated matters.
i have taken off all the personal files and backed them elsewhere, so i don't
need assistance on that, thanks. even though the file system is obviously damaged
i was still able do secure deletes on the personal files and hidden windows stuff
to leave the machine mostly 'ian free'. i'm not a vista expert and so might have
missed something, but no matter there was nothing top secret on the laptop, its
more a question of the principal. i've just got to check the registry and then i'm
done. i'll send the box to Lapcure as soon as i can.

again many thanks for your support.

ian