hp control zone trackpad incredibly glitchy

[Jeff_HPEnvy]

A glimmer of hope....

After filling out a negative review when prompted to respond to an HP satisfaction survey,

a reasonable HP employee contacted me and is going to refund the balance of my purchase price.

    This has been a nightmare, but I will remove HP from my "never buy for the rest of my life list".

Bear in mind that I had my unit only about six weeks, so I can't say whether anyone else will have the same luck.

But, for myself; I'm not happy I had to go through all this, but at least they finally did the right thing.

I still recommend that if your unit is newly purchased, and you experience the same problem and don't see an

obvious fix in these blogs; return the unit immediately.

[Carlosj_2009]

Lucky you!
I filled out mine 2 days ago..I wrote poetic paragraphs about how i'm not going to ever buy HP again nor recommend it to anyone...and in the part that asked "what did we do well" i made sure they knew that they caused manyany users frustrations and saved money themselves money by not testing this machines properly, so that they did well...

In other news, i had to send my machine back. This time they gave me express shipping.. Lets see what happens after the repairment process..but again im not keeping high hopes..people have sent their laptops twice and still had problems so yeah....

[Jeff_HPEnvy]

Sooner or later they'll find out the real cause. I wish you luck !

[mikey32230]

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@Carlosj_2009 wrote:
Lucky you!
I filled out mine 2 days ago..I wrote poetic paragraphs about how i'm not going to ever buy HP again nor recommend it to anyone...and in the part that asked "what did we do well" i made sure they knew that they caused manyany users frustrations and saved money themselves money by not testing this machines properly, so that they did well...

In other news, i had to send my machine back. This time they gave me express shipping.. Lets see what happens after the repairment process..but again im not keeping high hopes..people have sent their laptops twice and still had problems so yeah....

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I wish you luck as well.

I was also in a seemingly lucky situation. As i wrote a few pages back, After i sent mine in for repair, it came back with a smal crack in the glass screen, and the battery and bottom of the laptop was not put back properly, plastic snaps and pieces were broken off.

I told this to my case manager, and took pictures.  They replaced my laptop with a new model. The no longer sell the HP Envy m6-n012dx laptop on their website, so they had to replace it with something of equal or better value. They let me choose basically anything I wanted though; So i ended up getting their very latest HP Envy model, which is top-of-the line in terms of specs. It still has a "control zone" brand touchpad but It has absolutely no issues whatsoever, not even the double click issue and it feels very different.

I would chalk up the problems we were having to a combination of the motherboard & the control zone touchpad model we had.

I'm still incredibly warey of HP from this whole experience, however; things certainly worked themselves out in my case. After all the hours of time wasted  arguing and stress, i'm satisfied with my outcome.

[Carlosj_2009]

Wow that actually gives me hope..because if i end up sending my laptop 3 or 4 times eventually i will force my manager to just replace the unit lol

I mean if i have the same luck as you..but that should do it right? Because i dont think that after repairing the same computer 3-4 times theyre gonna keep trying

[mikey32230]

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@Carlosj_2009 wrote:
Wow that actually gives me hope..because if i end up sending my laptop 3 or 4 times eventually i will force my manager to just replace the unit lol

I mean if i have the same luck as you..but that should do it right? Because i dont think that after repairing the same computer 3-4 times theyre gonna keep trying

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Well i only sent mine in 1 time. It was the fact that it came back broken + the way in which i had previously argued my circumstances to my case manager that I think contributed to her replacing my laptop. (Because they certainly could have told me to just send it back in for repair). I made it clear this laptop was for a student, and we didnt have time to mess around with all these repairs.

Basically here is what i did from the begining:

One day in mid december I called HP for the first time. My demand was that I get a full refund for my laptop (even though i have had it for over 6 months). I complained lengthly to the first person who picked up and told them right away to transfer me to a higher mananger if they could not help with my problem. They transfered me and I repeated the same thing. Then I got transfered to an exectutive level manager. This executive one was particularly rude to me, I again repeated the same demands, she said at that point that I had 2 options. 1) I could contact Corporate (which i knew wouldnt get anywhere). Or 2) She could transfer me to another Executive manager who could give me a second opinion.  So i asked to be transfered. Once Again, I gave the same story and demands. I was extremely tired at this point from telling my entire story for HOURS on the phone and demanding the refund. This new case manager refused to give me a refund, especailly sense I had never sent it in for repair. So, I told her i would give repair a try (but I told her I knew this would be a reoccuring issue that wouldnt ever be fixed) She didnt believe me.

Anyways, After I recieved the laptop back from repair, the screen was cracked and the back was broken up.. etc and So we started the process of getting a replacement.

I'm not sure you will get as lucky as I did, but I definitely think they should replace yours like they did mine. You just have to find the right person (case manager). Make sure you are working with an Executive one who is fairly nice to you and reasonable. There is no sense in working with a case manager who lacks authority to do replacements or refunds.

Goodluck.

[sfgower]

My tale woe is not as bad as some, but pretty bad.

I went through a whole sequence of "fixes" for my glitchy tracking pad. Nothing worked.

I can't even count up how much time I wasted on this problem when I should have been doing software coding instead.

It was a huge time drain.

I was still within the special holiday return period, so I called up a helpful case manager at HP (they do exist), and he said he would said a tech to my house to replace the tracking pad. I agreed. I had just enough time to try this, and then keep the laptop if it fixed the problem. Otherwise it was time to return it while I could.

The tech came. He was very polite and on-time. He spent 40+ minutes doing the replacement. Seemed to be quite a lenghty replacement, but he got the job done. I was asked if I was satisfied with the work and I said several times that I would not be able to tell. I would have to use the laptop for a while to see if the problem went away.

So the only screw-up here was - despite my very explicit remarks - it was indicated that this was a "successful" reparit.

The next day I used the laptop for a couple of hours. The cursor flew around randomly a half dozen times, including one time where it deleted a whole lot of text in doing so. (Fortunately ctrl-Z worked in this case and I didn't lose anything). But clearly the problem was NOT fixed.  It was the same old cursor-does-really-weird-things-problem that I had grown to know all too well.

I do think it is interesting that a complete on-site replacement of the tracking pad had little if any effect on this issue.

As an engineer,  that seems kind of interesting. Certainly, if it was just hardward, then a brand new trackpad should do the trick.

It didn't. 

I won't speculate what the real problem is, as I have no idea.

I do know that I liked the laptop and I am definitely not anti-HP. I have quite a few very good HP machines and around and am very happy with them, but this purchase turned out to be a nightmare.

I am wiping the hard disk clean today, and sending off the laptop to HP tomorrow.  I am ordering a new Dell laptop today, and hope that I never face another glitchy tracking pad in my lifetime.  One doesn't really appreciate a properly working pointing device (mouse, tracking pad, stick or whatever) until one doesn't work, and then you really know how important they are!!!!

Finally, my advice is if you have this problem, follow HP's simple advice such as replacing the drivers.  Seems that most people  (if not all) find this does NOT work, but there is not that much effort in trying this. If that doesn't work, and you can still return it, my strong advice is to send back the laptop to HP and shop elsewhere.  As far as I know - and I have asked HP staff about this - this kind of tracking pad is widespread in its use. Given this, I am very wary of HP laptops... at least until they actually address this issue.  

As a HP stockholder, I really hope HP fixes this and makes anyone affected whole by sending them a brand new laptop with a trackpad that *really* works.  I know this would cost them a lot of money, but I think it is the right thing to do.

[shawnleedj]

I've been reading these posts  and anger issues from customers and seen absolutely ZERO resolution from HP. I will wipe my hard drive as well and look forward to selling this piece of junk for about a $200 loss. HP and I are done. On top of the fact that this thing is underwhelming for $1,000, the keyboard is simply a POS.

[sfgower]

Most interesting is that this thread has been marked as "solved". 

I would really be interested in what HP moderator used a giant broom to sweep this problem under the carpet. (Same issue has just been opened up elsewhere...).

It is a time-honored method  - HP is not alone - to avoid unpleasant problems by ignoring them, but I really think HP management should investigate whoever marked this problem as solved and what their justification  was when they did this. 

Of course internal metrics look better when problems are marked as "resolved".  Higher-ups just see see nice metrics, and if the same problem shows up again, it looks like a brand new problem, and no one will know that it is just the same problem that was never fixed in the first place. Ain't that sweet...

There should be (if there isn't one) to create a new thread and link it back to a previously "resolved" problem. That would help discourage moderators gaming the system like this. 

[Carlosj_2009]

The person who marked this threas as solved (i dont know who did it) did it because his/her problems were solved for a couple hours/days; however, they later on came back.

We do have another thread, which i created and have been complaining but a long time. Me and some other users were very active in it trying different things like updating the BIOS l, updating the drivers, trying other drivers -including drivers that are not for the m6-n012dx model in specific, but that are intented for another laptop with the same touchpad (control zone)-.

That thread is here:
http://h30434.www3.hp.com/t5/Notebook-Hardware/HP-ENVY-CONTROL-ZONE-HELP/td-p/4599052/page/27

As you can see it has 27 pages and HP hasnt responded our complaints. I created that thread exactly because of that, because on this one HP wasn't doing anything and someone marked as solved.
I encourage you to go to that other thread and read it and if you guys need to complain or add something do so on that one since its not marked as solved.

In my case i contacted HP and since my laptop is still under warranty i send it for repair. Once i received it back the problem was still present. They replaced the touchpad but the problem was still there.
Because of this, i sent it back again. I received it yesterday and haveny had time to fully test it.

That being said, i am going to send it one more time if the problem persists. After this third time, if the problem is still there I'll try to ask for a replacement or a refund or i dont know.
I am done with HP exactly because of this. Because it seems that this is not an isolated problem, but somethint that MANY people are experiencing and HP is not doing anything about it.


Its funny how they did a recall to all the fire-hazardous power cords a couple of months back. I guess they only do whats right when they are at risk of getting sued. In this case a faulty touchpad is not gonna cost them anything so they just ignore it. While we suffer. Im sorry if youre a share holder, but that my friend is unethical...