Overheating Compaq Laptop

[Mister_Demon]

I purchased a Compaq laptop for my son in November 2005. By February 2006 it had started overheating to the extent that it would cut out occasionally after a couple of hours use. Not sure if this was the way it was being used (as a laptop) I kept an eye on the situation until it consistantly cut out within a couple of hours (though the exact time was variable), even when used on a table.

I went in to PC world in April - no help there, just a phone number. The service people told me that it had to consistantly cut out within an hour in the BIOS setting screen before they would take it in for repair. Playing along with this, the machine went in for service in May and came back about 10 days later with a note saying some boards had been changed.

It worked for a couple of days and then started cutting out again. I waited until this was consistantly within an hour before contacting them again, so the machine went back in June and came back about 16th with a new DVD drive. Again, it worked for a few days and then started to cut out. Fed up, my son barely used it, but by 17 July it was cutting out within 20 minutes.

Back to HP again, who this time rang me to say that they couldn't reproduce this behaviour and were returning it to me, and that once I received it I should order a new charger and battery to see if that was the problem. I knew it wasn't the battery as the machine would die without it in, but had no choice but to accept it. A phone call at the begining of this week got the new items the next day (after some arguement when they originally told me it would be 30 days), and 20 minutes of testing later the machine died again.

Totally fed up by now, with the machine effectivley unusable for 6 months, I took it back to PC World again to reject it as unfit for purpose under the sale of goods act, having given them plenty of opportunity to have the machine repaired. This met with the "not our policy" answer, partly because the repairs had not been close enough because I had been trying to meet their insistance that the machine should cut out within 1 hour in the BIOS screen.

I'm currently waiting for a decission from head office as to what they will do with the machine. I do not want it repaired as the heat damage to other components in the machine from the numerous cases of overheating is likely to impair its future reliability. I do want another machine, though not a Compaq. Do I have a right to demand a full refund under the sale of goods act (note that I used a debit card for the purchase)? If they refuse can I sue (small claims court)? If I sue, can I claim damages for loss of use and if so at what rate (8% standard interest or a higher sum)?

TIA for any help on this.

[mutzi]

It's more likely to just be inadequate cooling than anything else, especially after some after many of the other parts have been replaced. The vents could also be clogged with dust limiting air intake but I imagine that would be one of the first things they checked.

I can imagine why they might be unable to replicate the behaviour. An air conditioned repair lab is likely to be a far cooler environment than normal room temperature (especially this week ). You might try insisting that they test and replace/upgrade the fans and heatsinks. That won't exactly cost them much so I can't see any reason for them to refuse.

I'm not too sure about any the damage caused to other components though. The reason for the cut outs is probably the machine trying to prevent exactly that.

The battery and charger you ordered, if you paid for them i hope you got a refund when it didn't fix it. I wonder why they thought it might be that HP recalls 135,000 laptop batteries | The Register

I think the most reasonable claim, given that they've tried to repair it and failed would be for cost of a replacement. You've already given them ample opportunity to fix it so if head office don't get it sorted for you soon don't let them waste any more of your time. As for additional costs I'm not sure, what price can you put on loss of use, unless it was for business or you had to hire a temporary one.

[Mister_Demon]

I figured it was probably a lack of ventilation as soon as it happened, but my daughter has a slightly later model which has behaved perfectly to date. The only visiable air vent on the Presario is a small square on the base of the machine - no cloging. This is very close to where the machine overheats, so its probably throwing hot air at an even hotter processor. And the air conditioned lab could be a reason why the fault is not easily repeatable for them, so I must remeber to shoot a video for the impending court case .

Ideally I just want a machine that works (not a Compaq this time round), and though I would be entitled to take a cash refund I would be willing to throw in £50 to buy a slightly more expensive machine they are selling at the moment. But in terms of additional costs incurred that could be added to a small claim I was considering standard interest of 8% on the cost of the machine (which is money that could have been invested in something other than a useless plastic lump), time spent waiting for collection/delivery (at say £5.25/hr - minimum wage), milage allowance to get to and from their store (25p/mile) plus time as above, and the cost of subscripitons for software that I have been unable to make use of due to the defective machine. Much harder to put a figure on "loss of use" though due to not having hired a replacement or suffered a business loss. Must be worth something though - have you ever had a teenage son sulking around the house because they can't use their computer?

[Rich44]

What a lot of crap another shining example of PC World thinking theyre above the law

Not our policy indeed

I would say to them WTF is the laptop sitting in the BIOS screen for an hour going to achieve? A modern processor is hardly going to be taxed displaying a static 4 colour screen (or even monochrome).

FFS there are specific test apps for this kind of thing such as PCMark or 3DMark to put a real strain on the system.

Think of it this way, suppose someone complained about back ache when walking but it was ok when sitting down the doctor in question isnt going to say well if its ok when you're sitting down there's nothing they can do are they?

You need to go write to the store and cc a copy to HO telling them they have 7 days to make you a satisfied consumer then you go to TS and then do so.

Whatever you do DONT accept vouchers get your full refund, you wont accept vouchers because you have lost all faith and confidence in PC World, it's staff (at that store) and their attitude to the consumer with a genuine product fault. You'll get your refund.

If you are prepared to accept another laptop from them then either go and pick out a nice much more expensive model or choose a slightly more expensive one and make them give you the extended warranty for free on top.

[blacksheep1979]

Would also put in the letter that you have given them every chance to repair the laptop and on x occasions have failed therefore insist on a full refund

[Mister_Demon]

The machine has been in the store over the weekend, and they replicated the overheating problem. Apparently it got referred to the head of their repair people, and after 5 days they called me to say that they would replace it, by store vouchers which would be sent through to the store to save time. Total value of the vouchers £529, cost of purchase of the machine £649.

I wasn't overly impressed with the offer, but they said that there was a machine of similar specification in the store retailing at £529, and they would replace like for like. I asked what would happen if I wanted a cash refund, and they said that it would be for a maximum of £529. Said I would have to think about this.

Not too sure of the Sale of Goods Act here, but seems to me that if I'm sold an item for £649 and it is deffective, then if I return it and want my money back, I want all my money back. Also, if it is deffective I do not have to accept a replacement, and in a fast moving arena like computer hardware a like-for-like replacement is frankly insulting when you haven't had use of the machine for 6 months.

In the midst of contemplating this, I got another call about 2 minutes later. I now have vouchers for £529 from the extended warrenty side of the business (though I didn't take an extended warrenty, the machine is still under the 12 month guarentee), and the store will make up the £120 difference between that and the receipted cost of my original machine. OK, so I have to get my new machine from PC World, and run the risk of crummy service should that one be defective too, but (eventually) I've got pretty much what I want. Also seems that PC World are pretty keen not to let any money out of the business once they have it, but that in turn can be used to your advantage.

[kabukiman]

some laptops have been known to have desktop processors, annother money saving idea and they pump out a lot of heat. Best to avoid these in the 1st place and stick with the mobile-pentiums.
I have a laptop and the fans to keep it cool make a hell of a noise unavoidable perhaps if you don't want the laptop to cut out.

[nofool]

Hi

is this a design fault with these machines
Im having very similar problem with a compaq presario M2000 where the fan only works now & again resulting in the machine shutting down unfortunately its just out of its 12 month warrenty but from the number of posts on the internet is obviously not limited to just a few machines. so is there a case to claim not fit for purpose.
at the moment Im having to give the fan a nudge with a matchstick to get it going.
I was wondering if there is any utility software for testing the fan or making it run all the time

nofool

[laptops]

Well that can happen because of many reasons. One of the reason may be that you are using your latops in your lap where proper vantilation cannot be made. Just a tip, make sure you use your laptop on harder surface so that it exhaust out the heat.
Good luck !

[laptops]

This is not brand dependent tip. Thats how we should operate any laptop from any brand.