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02-28-2009 11:58 AM - last edited on 06-29-2009 10:02 AM by SandyD
Just thought I'd chime in to share my experience and maybe offer some helpful advice for UK customers.
The issue as we all seem to know is with certain Nvidia GPUs which are liable to overheating (try googling something like "Nvidia GPU laptop failure" for more detailed information), and as notebook GPU's are built into the motherboard then a failure is catastrophic and expensive to repair. Apparently Nvidia have put aside several $hundred-million to support repairs, however it seems it is the manufacturers that are the weak link. HP have apparently decided that only certain models are affected with the problem but most of the people here have experience to prove otherwise. At the moment it appears the policy is set. They have extended warranties on some models (see http://h10025.www1.hp.com/ewfrf/wc/document?docnam
In my experience the UK/Indian customer advisors are totally ignorant of the issue and lets be honest they're not really bovvered either, I found them totally infuriating and were completely useless in my case. I sought advice from Consumer Direct and ended up writing to Steve Gill (MD HPUK) I received no answer from him, to Paulette Hughlock (some kind of complaints exec) and to Mark Hurd (CEO). Fortunately Ms Hughlock's Out of Office reply pointed me towards email@example.com - (UK & Ireland complaints). The email I sent there must have reached someone with an ounce of professionalism and I finally got my repair made. I should add here that my P/N was listed and it was less than 24 months and STILL I had to jump through all these hoops!
Anyway, write to these people, they are the ones who can make the decisions, its their inbox you need to swamp. By annoying these people maybe you can get your P/N included in the extended warranty?
If you do not get a satisfactory result from these you can also resort to your statutory rights. UK law (Sales of Goods Act 1979) states that goods shout be sold at a "satisfactory quality". The Nvidia issue is widely publicised and if it came to it I would have used that to make a claim against the retailer. Note your rights are with the retailer rather than the manufacturer. Also if you purchased with a credit agreement then the credit company can also be held jointly liable.
03-01-2009 04:33 PM
Latest victim. Have a dv9500 for over a year and it all of a sudden failed. The display goes in and out and usual displays the screen split vertically into 4. You can still kind of see but everything is small and kind of greyed out.
My girlfriends dad actually works at HP, maybe I could see if I can get some actual answers.
03-01-2009 07:43 PM
The scope of the problem is huge (see this post): http://www.theinquirer.net/inquirer/news/961/10319
What we really need is a class action suite against Nvidia (another post):
to get them to help the PC manufacturers replace the faulty PCs altogether, as it is not acceptable for HP (or anyone else) to replace one bad chip (and in this case the MB too) with another faulty chip and call the problem solved.
03-01-2009 09:06 PM
Actually we didn't purchase our laptops from Nvidia. We trusted HP with providing us a product that would last. So the issue of settling this dispute with us is on HP. HP should be taking the right steps to press NVidia to also step up. We must take our problems with the manufacturer of our laptops because it was HP who chose to use Nvidia chipsets. But considering the news of Dells issues and others in the past.. I am highly suprised that HP was not more careful with implementing this chip.
Here is another article on it.
03-01-2009 11:35 PM
"HP should be taking the right steps to press NVidia to also step up. We must take our problems with the manufacturer of our laptops because it was HP who chose to use Nvidia chipsets."
Good points. I think all options should be explored, since as I said I don't think that getting one flawed part replaced with a new flawed part is acceptable. But if the scope is a wide as it seems (potential "make good" cost over a billion) that may be the best that (only a lucky few) can hope for. Thanks for the link to Wired.
03-03-2009 10:42 AM
Add me to the list:
1 and half years old
Messed up screen with color dots 2weeks before
now gimme a blank screen, but sill can get into windows if u press power button about 100times by lucky.
called 0800 numbers they refused to do anything. i want my money back!! $3800 (NZ) now is nothing!
03-03-2009 04:43 PM