10/14/2011, 11:00 PM
Is there a way to fix this problem? I figured the headphone wasn't the cause, the guy I was talking to was a joke, Here is the conversation I had with HP's online customer service which was a waste of my time. I hope someone can help me out here ^_^
Originally Posted by felixdd
8:45 PM Connecting...
8:45 PM Connected. A support representative will be with you shortly.
8:45 PM Support session established with Sam.
8:46 PM Sam: Hi Johnny.
8:46 PM Sam: Thank you for contacting HP webOS customer Support. Please give me a moment to review the info you provided.
8:49 PM Sam: Thanks for waiting.
8:49 PM Johnny: no problems
8:50 PM Sam: Johnny did you performed Erase Apps And Data on your device?
8:50 PM Johnny: yes I have
8:50 PM Sam: Does the issue still persists?
8:50 PM Johnny: yes, the problem still persists
8:51 PM Sam: Okay.
8:52 PM Sam: Are you using HP branded headset to make calls?
8:52 PM Johnny: no, Im just using headphones not a headset
8:52 PM Johnny: I've had no problems since I bought the product till now
8:53 PM Johnny: Usually I plug the headphones in if its too noisy
8:53 PM Johnny: or if its a personal call
8:53 PM Johnny: When you initiate the call, the mic works *Plugged the headphones or not* but when you unplug the headphones or plug in the headphones (Depending on how you iniciated the call with or without) you lose mic funtions.
8:54 PM Sam: I understand that and it seems to be an issue with the headphones.
8:54 PM Sam: In this case I suggest that use HP branded headphones and see if it works.
8:55 PM Sam: Is it possible for you to do it now?
8:55 PM Johnny: I cannot purchase a hp headphones but it shouldnt matter anyways since it uses a 3.5mm jack. Im not using it as an external microphone
8:56 PM Johnny: as I said, I haven't had any problem since I bought the touchpad back in July and I've always used the headphones to make calls
8:57 PM Sam: Johnny, that is why I suggest that please cross check it with an other headphone and confirm the issue really with touchpad or with the headphones.
8:58 PM Johnny: yes, I have tried multiple headphones and I get the same problem
8:58 PM Johnny: and I have tested those headphones on multiple computers/mp3 players and mobile phones
8:58 PM Sam: Okay, if you do not use the headphone then there is no issue, correct?
8:59 PM Johnny: If I plug the headphones in when I make a call, mic works. While Im in the call and want to unplug the headphones I lose my mic and when you plug it back in you still have no mic
9:00 PM Johnny: if I dont plug the headphones, Mic works and the person is on the touchpad speakers, plug the headphones in and I lose mic, unplug the headphones and still no mic
9:02 PM Sam: Yes, I understand that as it works and do not works so it seems to be an issue with the headphone only, I suggest that please try with an HP headphones because it do not compatible sometimes with other headphones.
9:03 PM Johnny: so even if I was able to get it working months ago, you still reckon I should invest in hp headphones?
9:03 PM Johnny: I really dont wanna be spending money on something I will only use once
9:04 PM Johnny: just to see if its a fault with headphones or the software
9:04 PM Sam: As the sometime it may work and sometimes it may not work because these headphones are not much compatible with the touchpad.
9:05 PM Johnny: hmm, well it was working up till now so
9:05 PM Johnny: wasnt an on or off thing
9:06 PM Sam: As we have performed Erase Apps And Data on your device so it will reset the device software so it doesn't look to be an issue with the software.
9:06 PM Johnny: well is there a place where I can bring my touchpad to so I can get a certified techy to have a look at my product since its still under warrenty
9:06 PM Johnny: cause I dont think we are getting anywhere
9:08 PM Sam: In your previous chat session as I see that all the trouble shooting steps have done so you can get your device to HP retailer store nearer to your location and see if it works.
9:09 PM Johnny: just one more option I can think of, is there anyway to reinstall webos?
9:10 PM Sam: There is a way where we can run webOS doctor to reinstall the webOS.
9:11 PM Sam: In this case there is no need to it now, I suggest that first check with the HP heaphones .
9:11 PM Johnny: actually I'd rather reinstall webos
9:12 PM Johnny: Reason why I cannot purchase HP headphones is because they dont have them where I live
9:13 PM Johnny: and being headphones, they are all practically the same. 3.5mm jack and audio drivers for ear piece, only difference with hp is that its got the "HP" slapped on it
9:14 PM Sam: Alright, I can understand that but in this case i suggest you to contact our sales team.
9:14 PM Sam: I will provide you with the details, is it okay with you?
9:14 PM Johnny: sure
9:15 PM Sam: I would like to inform that the size may be the same as 3.5 mm jack but the quality will not be same.
9:15 PM Johnny: yeah I know but either way they all have audio drivers
9:15 PM Sam: You can get all the details in our site shopping.hp.com
9:15 PM Sam has sent a link: shopping.hp.com
9:16 PM Johnny: nevermind, your not helping me at all. I will contact HP Head office on Monday
9:18 PM Sam: Johnny, as you are not using and confirmed with the issue using with the HP branded headphones so it is not possible to send the device for a repair according to our policy.
9:18 PM Sam: I am sorry for the inconvenience.
9:19 PM Johnny: Whatever, I tried to be reasonable and polite about this. Seriously....blaming it for not purchasing HP Headphones, thats rubbish
9:20 PM Sam: I am sorry for the confusion but I am just suggesting a way to confirm the issue so that we can troubleshoot further if that doesn't work.
9:21 PM Sam: Johnny, I apologize for the miscommunication.
9:21 PM Johnny: but headphones? I mean come on.....
9:22 PM Johnny: Seriously, I could go to my audio specialists and they would laugh at this matter
9:22 PM Johnny: blaming it on headphones
9:22 PM Johnny: correction, not purchasing HP Headphones
9:23 PM Sam: I do understand that.
9:23 PM Sam: But it is just a way to narrow down the issue and to confirm the issue and if really it is an issue with the touch pad then we can send it for repair.
9:25 PM Johnny: I'm just gonna call HP Head office on Monday, Seriously your expecting me to purchase hp headphones *which is used purely for audio and nothing else* even though I can use the millions of other headphones out there
9:25 PM Johnny: and because I dont have or will not purchase a set of "HP" headphones, nothing can be done
9:26 PM Johnny: I dont live in America where there are certified HP stores so I'll need to speak to the head office of HP to further this matter
9:26 PM Johnny: also regarding to this help session
9:27 PM Johnny: but really, thanks for wasting my time and blaming it on not using "HP" Headphones. Was very entertaining
9:27 PM Johnny: headphones.....
9:28 PM Sam: Johnny, I am really sorry for the inconvenience cost to you but to get investigated futher we need to confirm the issue by using HP branded headphones.
9:29 PM Sam: In this regard you can contact our sales team also.
9:29 PM Johnny: Im done, you've really been a waste of time. I'll have a good laugh when I share this converation
9:30 PM Johnny: thanks for the help anyways, really!!
9:31 PM Johnny: I'll speak to HP Head office about my problem and this chat conversation
9:32 PM Johnny: Enjoy the rest of your evening. Thank you very much