HP Support Forums
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01-21-2010 04:22 PM
Can you hear that? It's the sound of tapping feet dancing around. HP tells me one thing, you another, and yet something different to other users. They are dancing around the issue.
01-21-2010 04:41 PM
Well, I am waiting to hear what happens when you (eventually) get yours back. I have not called yet as I can't waste 90 mins on the phone with them.
I have opend an emali case -8034295077 - and have been going back and forth. first they made me do the driver download (which I don't think works properly) and then said I need to send it to them. Three different customer service guys have so far ignored my request to tell me if HP has a solution so that I am not sending it back so they can just return it the same. I'm not going weeks without my laptop for nothing.
I may call this weekend if I have time - just to see what they say.
OK 10 days - lets see what happens in that time - this is crazy!
01-22-2010 12:05 PM
One brick wall after another. That's what I have hit. HP refuses to do anything to fix the G60's. Upper management told me that it is a driver problem and they are working on it. They will not do anything. A driver problem does not constitute defining the laptop as defective. Therefore, nothing will be done other than eventually providing a driver. I asked how long that would take. I was told it could take months. Well, guys...It has ALREADY been months.
The laptop is being returned, and I was told if I am still having problems with it to call support. Oh, GAWD, give me a freaking break!
I have had it. If nobody else is going to try to fight the fight with HP, too, then I give up. I can't do it alone.
When the laptop gets back, I am going to donate the stupid thing to a senior center or school.
I told the manager that I realized losing me (just one customer) probably didn't mean a thing to him or HP.
Whatever. I'm done. Good luck, folks.
01-22-2010 01:35 PM
Sorry to see you go - thought we had a champion. But I don't blame you. I have been trading emails (with a case number), uselessly.
And today I filled out a survery giving my opinion of HP support.
At least know from your experience that there is no use sending it to them, even though they keep asking me to.
I am going to try a really cheap USB microphone until a driver is developed - or the problem with windows 7 is resolved -or they figure something out (since all the answers are different so far).
So - thanks for posting anyway - it has saved some of us from the same headaches.
01-22-2010 03:29 PM
Well...I got angry and said I was giving up. However, I just got off the phone with an executive customer relations manager in the corporate offices in Palo Alto, California. So...I guess I'm still fighting. I have refused to take the laptop back until they have a resolution to the problem. It may sit at their repair depot for a very long time. I honestly don't know. Nor do I care.
I'm fortunate, though. I have other computers and another laptop that I can use. I know for many, the G60 was intended to be the only system.
I called the corporate offices because I didn't appreciate the tone and attitude of a case manager who called me. I wanted to complain to a higher authority about the case manager. Then I went on a rant about all of us paying good money for computers that don't work.
Somehow, I think the driver situation will get resolved sooner than later. Not because of me, but because they are starting to get flooded with G60's at the repair depot.
I guess I'm still in the game. Sorry for being a grumpy little brat earlier.
If you can find an inexpensive USB microphone, that would be your best bet until the driver is developed.
01-22-2010 06:28 PM
Ha - glad to hear they are getting a lot of computers back - that should push someone to do something. It's sort of amazing that if they are getting a bunch in (for the same problem) that they still cannot send a memo out to all their staff saying - Yes, this is a real problem and sending us the laoptop won't help!
Yeah -I cannot be without the laptop, so I was not willing to send it in for nothing.
I have made sure to update my profile so that I will (hopefully) get notified if they ever come up withthe answer. I should also give my cse number a nudge off and on.
01-22-2010 09:26 PM
Funny you should mention that. I told corporate it would behoove them to have their support people that are located offshore to start being truthful with the customers who call in for service. It would save HP a lot of money, and it would save us poor users a lot of frustration. I've been pulling my hair out. The cats keep finding the large clumps and playing with them.
01-22-2010 10:12 PM
hu,i am a new user of hp G60. i know about the internal mic problem.but i have connected an external mic with the laptop but it cannot detect it.can anyone help me with it.......
01-23-2010 07:43 AM
onlydip--The offending chip affects both internal mic AND the external mic jack. In order to have a functioning microphone on your G60 is to purchase a USB microphone. They range in price.
Please call HP support and file a case with them. The only way anything will be done for ALL of us is if they continue to get G60 microphone complaints, If they ask you to send it in, and you can be without it for about a week, all the better because the repair depot will have yet another laptop that cannot be fixed. If you can't be without it, just tell them there are many open cases for the exact same problem, and for them to give you a case number, log it, and leave it open until they have a fix.
They may put you through troubleshooting hoops even though it is a known issue. Unfortunate, but that's their protocol.
If you don't want to do any of the above, then take your G60 back for a full refund if you can. It is a good laptop, but if you bought it specifically to use the microphone or webcam, then it is useless to you until they come up with a fix. As I've said before, that could take awhile. At this point, though, there are so many complaints from customers that the driver issue is getting priority attention.
I spoke to corporate headquarters in Palo Alto, CA yesterday. I keep barking up trees that get bigger and bigger. I've become a nuisance to them. LOL
01-23-2010 04:04 PM
Can't tell you how many of these I have gotten back
"Adi, I understand your concern over the issue and would like to inform you that HP has not identified any known issues with this model notebook. Hence, at this point I recommend you to get back to us with the shipping information. So, that our Hp technicians will diagnose the issue thoroughly and repair it.
Please get back to us with the shipping information and I will assist you from there."
Actually it is about 4. Each time I say there is a known problem and refer them to their own forum, and each time I get this back (always a different person). It would be funny - if it wasn't such a pain.