AVOID - Ebuyer and HP

mitchb

Very Long story - apologies in advance

Purchased a HP6735s in December 2008. It went faulty in April 2011. After reading about the faulty NVIDEA chip issue I searched to see if my laptop was affected. It wasn’t however I did find information that indicated that my model of laptop was inherently defective. Indeed testimonies from at least 12 people who had all purchased the laptop from Ebuyer in December 2008, some who had successfully had a refund.

I contacted Ebuyer on 05 /05 stating that i wanted a partial refund and that If required I would arrange a fault report, Ebuyer asked that I obtain a fault report confirming laptop had a manufacturing defect and they would issue an RMA. Ebuyer advised they would refund £25 for the cost of the report

I obtained a report however Ebuyer refused it stating it didn’t have enough detail, I arranged another with the same engineer however gain Ebuyer rejected it for the same reasons.

In between rejected reports I contacted HP direct speaking to their MD's team ( hoping they might confirm a batch had been faulty )and they advised their is no inherent defect with the HP6735s model. I offered to send my laptop to them for them to verify however they advised they had no process to permit this. They also stated that they had no contact with retailers as this was dealt with by a business partner.

I contacted another engineer and had fault report completed at a cost of £65.00 , which was sent to Ebuyer's RMA team on 22/06, I never received a response so sent it, on Ebuyers instruction to another email address 3 times over a 3 week period, Ebuyer advised they never received any of these emails ( although email finally responded to was the same as where the 3 were sent previously )



I again contacted HP as I had 2nd report advising of inherent fault. HP advised they didn’t recognise the fault as not listed on their database. Also stating the independent engineer wasn’t qualified to say an HP product had an inherent defect. I asked how this could progress to HP recognising the fault and was told that she wasn’t aware of the process , then 2 minutes later denied saying this however still couldn’t tell me what the process was. Total arrogance



On the 05/07 Ebuyer said the matter would be urgently dealt with. On 13/07 they advised they have sent details to HP who would contact me.



HP have contacted me on 15/07 and confirm that although earlier stated that HP's MD's team that they don’t deal with retailers they actually do. Off the back of my independent engineers report which Ebuyer had sent to HP, ( Which a week before HP didnt recognise the engineer as being qualified to comment on HP's products) HP are willing to repair or replace the laptop which is of no use as I have purchased another laptop.

Add in the fact that every Enote Ive Sent Ebuyer with direct questions has had the questions ignored .
I have emailed Ebuyer advising the matter has dragged on to long and stating the amount required for a partial refund and reimbursement of engineers report or I will be taking legal action.

Ive probably missed some stuff out but you get the idea, wrong information, contradictory information, blinkers on and a general run around



I'll let you know how I get on.
Thanks for reading

pitkin2020

Well hope you get it sorted but I won't stop using ebuyer or HP products, both of which have always provided me with excellent service for many years. In fact ebuyer is usually my first port of call for anything computer related and HP is usually the brand I will look at first. A lot of pc's, laptops and printers happen to be HP.

johnnyboyrebel

pitkin2020 wrote: »

Well hope you get it sorted but I won't stop using ebuyer or HP products, both of which have always provided me with excellent service for many years. In fact ebuyer is usually my first port of call for anything computer related and HP is usually the brand I will look at first. A lot of pc's, laptops and printers happen to be HP.

I agree, ebuyer is the best. HP however suck at laptops period.

i'm not sure why the OP expected ebuyer to give them a partial refund if it is a technical fault?

Again though, if you bought online you must have used a credit card so if you think you have a valid reason for making a chargeback claim then make it however over 2 years later you probably don't.

Dave101t

how can it be inherently faulty with 2 1/2 years trouble free use?

CoolHotCold

Dave101t wrote: »

how can it be inherently faulty with 2 1/2 years trouble free use?

Because For example, the Nvidia issue only happens after a year or two of use where the chip physically detaches from the PCB board because of a faulty fixture. Over time the heat causes this to become more and more problematic.

Also, some HP's have incorrectly setup thermal settings where the fan won't spin fast enough to keep it at the correct temp, causing plastic to melt and cause MoBo issues.


These are all design faulty, but don't show up until after the warranty expires. This is why the SoGA allows consumers to have a remedy with the retailer (It is ALWAYS with the retailer, if claiming under SoGA) IF the item can be proved to have a "inherent fault" And usually this remedy is a Fix, Replacement, Refund or Partial Refund taking into account the use you have had, but its down to the retailers discretion which they offer.

johnnyboyrebel

CoolHotCold wrote: »

Because For example, the Nvidia issue only happens after a year or two of use where the chip physically detaches from the PCB board because of a faulty fixture. Over time the heat causes this to become more and more problematic.

Exactly what happened to my excellent Pavilion TX2000 (Excellent until it knackered up 2 years after buying it!)

If you think there is a case of getting this sorted or fixed let me know as I resigned to the fact it was knackered and bought a macbook pro after 2 shops and a very technically minded mate having a look. Funnily enough, it did work for around a week after my mate fixed it but it went again.

Its currently lying around in my spare room.

mitchb

johnnyboyrebel wrote: »

Exactly what happened to my excellent Pavilion TX2000 (Excellent until it knackered up 2 years after buying it!)

If you think there is a case of getting this sorted or fixed let me know as I resigned to the fact it was knackered and bought a macbook pro after 2 shops and a very technically minded mate having a look. Funnily enough, it did work for around a week after my mate fixed it but it went again.

Its currently lying around in my spare room.

Check out th forum linked below, this is where I found my information that my laptop was faulty.

http://www.nvidiadefect.com/

A quick search showed a few people with HP tx2000 series having issues and geting repairs.

mitchb

CoolHotCold wrote: »

Because For example, the Nvidia issue only happens after a year or two of use where the chip physically detaches from the PCB board because of a faulty fixture. Over time the heat causes this to become more and more problematic.

Also, some HP's have incorrectly setup thermal settings where the fan won't spin fast enough to keep it at the correct temp, causing plastic to melt and cause MoBo issues.


These are all design faulty, but don't show up until after the warranty expires. This is why the SoGA allows consumers to have a remedy with the retailer (It is ALWAYS with the retailer, if claiming under SoGA) IF the item can be proved to have a "inherent fault" And usually this remedy is a Fix, Replacement, Refund or Partial Refund taking into account the use you have had, but its down to the retailers discretion which they offer.

Exactly what happened, it is in relation to the solder used and the BGA grid, only after approx 2-3 years usage will the fault start.

mitchb

johnnyboyrebel wrote: »

i'm not sure why the OP expected ebuyer to give them a partial refund if it is a technical fault?

The reason being, its a technical fault due to a flaw in the design / manufacturing process.

Looking for a partial refund as I have used the laptop for 31 months against an expected lifespan of 72 months. So looking for a refund for the 41 months balance

mitchb

Here is a list of all the laptops that HP recognise as having an inherent defect. Worth noting that even if your model isnt on this it doesnt mean it doesnt have the defect just that HP havent recognised it yet ( Like Mine)

To determine if your laptop is recognised by HP please make a note of the P/N number from the white barcode label on the underside of your laptop.



HP Pavilion dv2xxx

ES746AV EZ645UA RE266EA RN081EA RN087EA
ES817AV EZ679UA RE267EA RN082EA RN088EA
EY045AV RD856AV RG413UA RN083EA RV327UA
EY046AV RD857AV RN078EA RN084EA RV328UA
EY047AV RE205AV RN079EA RN085EA
EY048AV RE206AV RN080EA RN086EA


HP Pavilion dv60xx

EZ472UA RE393EA RE403EA RG896EA RG906EA
EZ473UA RE394EA RE404EA RG897EA RG907EA
EZ474UA RE395EA RE604AS RG898EA RG908EA
EZ475UA RE396EA RG889EA RG899EA RG909EA
RE384EA RE397EA RG890EA RG900EA RL322EA
RE385EA RE398EA RG891EA RG901EA RL323EA
RE386EA RE399EA RG892EA RG902EA RL324EA
RE387EA RE400EA RG893EA RG903EA
RE388EA RE401EA RG894EA RG904EA
RE389EA RE402EA RG895EA RG905EA


HP Pavilion dv61xx

RD167AV RP952EA RP967EA RR700EA RR716EA
RG568AV RP953EA RP968EA RR701EA RR717EA
RK415AV RP954EA RP969EA RR703EA RR718EA
RM473EA RP955EA RP970EA RR704EA RR719EA
RM474EA RP956EA RP971EA RR705EA RR720EA
RM475EA RP957EA RP972EA RR706EA RR722EA
RM476EA RP958EA RP973EA RR707EA RR723EA
RM477EA RP959EA RP974EA RR708EA RR724EA
RM478EA RP960EA RP975EA RR709EA RR725EA
RM479EA RP961EA RP976EA RR710EA RR726EA
RM480EA RP962EA RP977EA RR711EA RR727EA
RM481EA RP963EA RP978EA RR712EA RW786EA
RM482EA RP964EA RP979EA RR713EA
RP950EA RP965EA RP980EA RR714EA
RP951EA RP966EA RR698EA RR715EA


HP Pavilion dv62xx

GD796EA RW773EA RW785EA RY603EA RY616EA
GD797EA RW774EA RW790EA RY604EA RY617EA
GD799EA RW775EA RW791EA RY605EA RY618EA
RK654AV RW776EA RW792EA RY606EA RY620EA
RW114AS RW777EA RW793EA RY607EA RY621EA
RW767EA RW778EA RY596EA RY608EA RY622EA
RW768EA RW779EA RY597EA RY609EA RY623EA
RW769EA RW780EA RY598EA RY612EA RY624EA
RW770EA RW782EA RY599EA RY613EA RY625EA
RW771EA RW783EA RY600EA RY614EA RY626EA
RW772EA RW784EA RY602EA RY615EA


HP Pavilion dv63xx

GF643EA GF659EA GH784EA GH797EA GJ045EA
GF644EA GF662EA GH785EA GH798EA GJ046EA
GF645EA GF663EA GH786EA GH799EA GJ047EA
GF647EA GF664EA GH787EA GH802EA GJ048EA
GF649EA GF665EA GH788EA GH803EA GJ049EA
GF650EA GF666EA GH789EA GH804EA GJ050EA
GF651EA GF667EA GH790EA GH805EA GJ051EA
GF652EA GF668EA GH791EA GH807EA GJ052EA
GF653EA GF669EA GH793EA GH813EA GJ054EA
GF654EA GF670EA GH794EA GJ042EA GJ056EA
GF656EA GF673EA GH795EA GJ043EA GM474EA
GF657EA GH783EA GH796EA GJ044EA GM475EA
GF658EA


HP Pavilion dv90xx

RE364EA RE372EA RE380EA RR111EA RS553EA
RE365EA RE373EA RE381EA RR112EA RS554EA
RE366EA RE374EA RE382EA RR113EA RS555EA
RE367EA RE375EA RE383EA RR114EA RS557EA
RE368EA RE376EA RG135AS RR115EA RZ595EA
RE369EA RE377EA RG137AS RR116EA
RE370EA RE378EA RR109EA RR117EA
RE371EA RE379EA RR110EA RR118EA


HP Pavilion dv92xx

RL015AV RS562EA RW755EA RY527EA RY531EA
RS558EA RW113AS RW756EA RY528EA
RS559EA RW753EA RW757EA RY529EA
RS560EA RW754EA RW759EA RY530EA


HP Pavilion dv93xx

GG543EA GG548EA GG555EA GH769EA RY543EA
GG544EA GG549EA GG556EA GH770EA
GG545EA GG550EA GH766EA GH771EA
GG546EA GG551EA GH767EA RY541EA
GG547EA GG552EA GH768EA RY542EA


Compaq Presario V3xxx

RD858AV RE271EA RE276EA RE281EA RX694AV
RD859AV RE272EA RE277EA RE282EA RZ833PA
RE268EA RE273EA RE278EA RN076EA
RE269EA RE274EA RE279EA RN077EA
RE270EA RE275EA RE280EA RX693AV


Compaq Presario V60xx

RE406EA RE409EA RE411EA
RE407EA RE409EA RE412EA
RE408EA RE410EA RE413EA


Compaq Presario V61xx

GD536AV RM485EA RM488EA RM491EA
RD181AV RM486EA RM489EA RS543EA
RM483EA RM487EA RM490EA RS544EA
RM484EA


Compaq Presario V62xx

GA673AV RS546EA RS549EA RW115AS
RJ637AV RS547EA RS550EA
RK664AV RS548EA RS551EA


Compaq Presario V63xx

GF816EA GF819EA GH815EA
GF817EA GF820EA GH816EA
GF818EA GH814EA

Also worth noting that defect is not exclusive to just HP but also many others such as Dell / sony

paulpud

johnnyboyrebel wrote: »

I agree, ebuyer is the best. HP however suck at laptops period.

I agree with this.

Always had great value and service from Ebuyer but my HP laptop is awful. Used to have an Acer which was so much better.