HP Support Forums
Join in the conversation.
11-12-2009 12:08 PM
11-15-2009 09:13 PM
11-15-2009 10:20 PM
11-17-2009 05:32 PM
SPENT ANOTHER 3 HOURS ON THE PHONE TODAY WITH A HP TECH (THAT TOTALS OVER 20 HOURS THAT IVE SPENT ON THE PHONE NOW TRYING TO FIX THESE PROBLEMS) AND SHE REFUSED TO ALLOW ME TO RETURN MY DM3 UNLESS I RE-INSTALL WINDOWS 7 BECAUSE SHE WAS CERTAIN THIS WOULD FIX THE PROBLEM. SO I DID AND 3 HOURS LATER THE SPEAKERS STILL CRACKLE AND THE MOUSE STILL FREEZES. IF THE HP TECH FORCES YOU TO RE-INSTALL YOU'RE OPERATING SYSTEM THEN REFUSE TO AND ASK FOR A SUPERVISOR. ITS NOT WORTH YOUR TIME. ALL THE DM3'S HAVE THESE 2 MAJOR ISSUE'S. AS OF NOW I AM CONVINCED THAT THERE IS NO FIX FOR THE PROBLEM. DON'T BOTHER CALLING BECAUSE THEY WILL DO NOTHING BUT WASTE YOUR TIME. THIS IS COMING FROM SOMEONE WHO SPENT 20 HOURS ON THE PHONE WITH HP. I WILL GIVE THEM ONE LAST CHANCE AND SHIP THEM MY DM3 FOR SERVICE AND IF IT RETURNS WITH THE SAME PROBLEM I AM RETURNING IT AND GETTING MY 1200.00 BUCKS BACK. THIS IS SERIOUSLY BULLSHHIT THAT THEY WOULD RELEASE A MAJOR LAPTOP LIKE THIS AND NOT MAKE SURE IT WORKS PROPERLY. I WILL KEEP YOU UPDATED.
P.S. PLEASE KEEP IN MIND THAT THIS IS NOT THE FAULT OF THE HP TECHS IN THEIR SUPPORT CENTER IN INDIA. THEY HAVE BEEN EXTREAMLY HELPFUL AND I RATE THEIR SERVICE 5 STARS. THIS IS THE FAULT OF THE DESIGN TEAM THAT LAUNCHED THE NEW LINE OF DM3'S.
11-17-2009 09:20 PM
Ok, so I also just reinstalled my OS because HP told me that it should fix the problem. I mentioned to them that I had returned the same laptop a few days earlier and the new one was doing the same thing. Obviously this was not a problem isolated to my laptop since both had the same problem. They convinced me that reinstalling the OS would work since all of there laptops in their factories get a "quick install" and that both my laptops (my first one, and the replacement) must have had a corrupted file that copied over to both during the quick install. They claimed that they had no prior knowledge of this issue. When I mentioned that several people on the HP forum were having the same problem, they told me that they've had no complaints on file. So long story short, I reinstalled the OS as they instructed and had the exact same problem.
11-18-2009 01:58 AM
I can fully understand people are getting seriously frustrated with this now as the mouse issue makes the laptop too annoying to use. I love to have a brand new "state of the art" laptop sitting in my study that I can't use!! On the odd occasion I have used it I have also noticed a crackle coming from the laptop, I can't tell if it's the sound or some of the hardware inside but every few minutes it gives a large click/crackle sound. Anyone else experienced this?
I'm wondering if HP bother to read this forum? If they do it would only be good customer service to send a reply that states you are at least looking into the problems listed here rather than leaving us all in limbo. I'm glad I took out the insurance with PCWorld when I bought this. It's highly likely I'll be taking mine back and swapping for something non-HP. Sorry HP but customer service is just as important as product design and you've fallen down on both.
11-18-2009 09:03 AM
Yeah, I had the same gig. Told by HP to reformat (duh as if that would fix anything), exchanged at retail for a new machine instead. Same problem.
Its the Alps mouse driver. HP probably does not know that; we as users need to pester them to fix the driver. Turning off multi touch fixes the wake from sleep problem for now. But the touch pad is "touchy" to say the least. I turn it off when typing all the time now.
Somebody mentioned the speaker problem. Definitely update the audio driver....it fixes a lot of audio issues. Like did you notice the unit is mono out of the box until you update the driver?
11-18-2009 10:02 AM
11-19-2009 06:09 PM
I bought a top of the line DM3 last week... and I mean TOP of the line (best CPU; 500GB; Bluetooth; etc), and guess what? Yesterday night, I went to use it, and the mouse pointer was either a magnifying glass or those two arrows, and it would barely move.
Especially by the lack of support from HP.
In any case, I got my shipping label from HP, and it's going right back to HP on Monday. Shame on them.
I HATE when the support reps (in India or otherwise) tell you, like robots, to reinstall the OS and so forth, for no good reason.
Also, I should point out that when I first saw this laptop on display at Staples, the SAME problem happened. I had NO idea that mine would do this, too.
While I look for a new computer, I am going to go to Best Buy, and buy an HP, and have fun with it, then return it. I hope HP starts catching on with all these returns.
Too bad, it's a great looking machine. And yes, this issue aside, I think ALPS touchpads are the worst in the world. I presently have two other HP notebooks, and LOVE those touchpads (Synaptics?). ALPS is terrible. There isn't even a feature to avoid accidental palm touches while using the keyboard.
Well, I am just happy that this laptop is going back. I think EVERYONE here should return theirs!!!