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Thread: New laptop came yesterday, already there's fail

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    Owner Dan Druff's Avatar
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    New laptop came yesterday, already there's fail

    One day, two problems.

    First off, the touchpad "rattles", as if it's not on very securely. Also the spacebar squeaks. This is an HP ENVY laptop. My girlfriend got a very similar one in December and it's great with neither of these issues.

    Second, I can't enable stereo mix on the sound card, which is a disaster for radio. That's what I use to take calls and to connect the co-hosts.

    I tried the usual things such as updating the drivers and making sure it's showing all disconnected/disabled devices. It's just not there.

    Tried to call HP tech support. They had to transfer me to the "Smart Friend" department, which is some software department which helps computer illiterate people figure out how to use their machine (for a fee). Unfortunately these assholes wanted to charge me to figure out how to enable stereo mix -- on a 1-day-old machine!

    I objected, then the guy cold-transferred me elsewhere.

    I escalated the case. I told them I'm not paying to learn the obscure way to enable a feature which was supposed to be enabled in the first place.

    If anyone has any ideas, let me know.

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    Canadrunk limitles's Avatar
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    Quote Originally Posted by Dan Druff View Post
    One day, two problems.

    First off, the touchpad "rattles", as if it's not on very securely. Also the spacebar squeaks. This is an HP ENVY laptop. My girlfriend got a very similar one in December and it's great with neither of these issues.

    Second, I can't enable stereo mix on the sound card, which is a disaster for radio. That's what I use to take calls and to connect the co-hosts.

    I tried the usual things such as updating the drivers and making sure it's showing all disconnected/disabled devices. It's just not there.

    Tried to call HP tech support. They had to transfer me to the "Smart Friend" department, which is some software department which helps computer illiterate people figure out how to use their machine (for a fee). Unfortunately these assholes wanted to charge me to figure out how to enable stereo mix -- on a 1-day-old machine!

    I objected, then the guy cold-transferred me elsewhere.

    I escalated the case. I told them I'm not paying to learn the obscure way to enable a feature which was supposed to be enabled in the first place.

    If anyone has any ideas, let me know.
    Buy local

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    I cant help with your stereo mix issue but based on the other issues with the space bar and touch pad i wouldnt bother anyway and would just take it straight back to the shop for a refund/exchange

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    Diamond dwai's Avatar
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    HP IS NOT GOD

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    Gold Bootsy Collins's Avatar
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    Why did you go with HP? The only other company whose hardware/support is Acer.
    Quote Originally Posted by RealTalk View Post
    Lol at the amount of effort that druff's friends have to exert trying to do an internet podcast without offending him.

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    Silver David USF's Avatar
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    Quote Originally Posted by Dan Druff View Post
    One day, two problems.

    First off, the touchpad "rattles", as if it's not on very securely. Also the spacebar squeaks. This is an HP ENVY laptop. My girlfriend got a very similar one in December and it's great with neither of these issues.

    Second, I can't enable stereo mix on the sound card, which is a disaster for radio. That's what I use to take calls and to connect the co-hosts.

    I tried the usual things such as updating the drivers and making sure it's showing all disconnected/disabled devices. It's just not there.

    Tried to call HP tech support. They had to transfer me to the "Smart Friend" department, which is some software department which helps computer illiterate people figure out how to use their machine (for a fee). Unfortunately these assholes wanted to charge me to figure out how to enable stereo mix -- on a 1-day-old machine!

    I objected, then the guy cold-transferred me elsewhere.

    Sounds like they shipped you a used/refurbished laptop?

    I escalated the case. I told them I'm not paying to learn the obscure way to enable a feature which was supposed to be enabled in the first place.

    If anyone has any ideas, let me know.
    Could they have possibly sent you a used/refurbished laptop?

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    Quote Originally Posted by nutty007 View Post
    I cant help with your stereo mix issue but based on the other issues with the space bar and touch pad i wouldnt bother anyway and would just take it straight back to the shop for a refund/exchange
    BALLIN'!!

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    Gold abrown83's Avatar
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    You’re welcome Druff

    PS skip to 2:20

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    Owner Dan Druff's Avatar
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    Quote Originally Posted by abrown83 View Post


    You’re welcome Druff

    PS skip to 2:20
    I have already tried to download the HD Audio CODEC from the Realtek site, but I didn't do it the way this guy in the video said. I found some direct link to the list of files, and it was a bit suspect because it was from 2017, so I was afraid it wouldn't work.

    And it didn't.

    I'll try this guy's method and get back to you. Thank you either way.

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    Owner Dan Druff's Avatar
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    Tight chat support, HP

    Note the timestamps

    09/25/2020 06:39:27PM System: "Welcome to HP.com Sales serving the United States! Your chat transcript will be emailed to you after the chat is completed."
    09/25/2020 06:39:30PM System: "We're currently experiencing long wait times for Chat. Please wait for the next available HP Chat Specialist."
    09/25/2020 07:24:14PM Session Started with Agent (Nina)
    09/25/2020 07:24:21PM Agent (Nina): "Hello, my name is Nina. I’ve read your question and am ready to assist you."
    09/25/2020 07:24:54PM Todd Witteles: "Hello, this is regarding my request for an escalation team to call me"
    09/25/2020 07:25:06PM Todd Witteles: "My name is Todd Witteles, phone #XXX-XXX-XXXX"
    09/25/2020 07:25:14PM Todd Witteles: "Email:*****@******.com"
    09/25/2020 07:25:18PM Todd Witteles: "I got no escalation call today"
    09/25/2020 07:25:28PM Todd Witteles: "I received a defective computer"
    09/25/2020 07:25:40PM Agent (Nina): "Is this for returns?"
    09/25/2020 07:27:25PM Agent (Nina): "Thank you for letting me know."
    09/25/2020 07:28:27PM Todd Witteles: "I need to speak to escalation regarding a replacement (computer arrived yesterday) and also software tech support (without charging me money), because it is missing a software feature of the sound card called "Stereo Mix""
    09/25/2020 07:28:33PM Todd Witteles: "I was promised an escalation call, and it never came"
    09/25/2020 07:28:53PM Agent (Nina): "Thank you!"
    09/25/2020 07:29:18PM Agent (Nina): "This situation is handled by our Sales Support Team. Would you please contact HP Sales Support Team at 1.866.246.0504 Monday - Friday from 8am to 8pm Eastern Time?"
    09/25/2020 07:29:49PM Todd Witteles: "Please listen again"
    09/25/2020 07:29:55PM Todd Witteles: "I have already called and reported it"
    09/25/2020 07:29:59PM Todd Witteles: "I was supposed to get escalation call"
    09/25/2020 07:30:01PM Todd Witteles: "It didn't come"
    09/25/2020 07:30:06PM Todd Witteles: "Can you look up what happened"
    09/25/2020 07:30:18PM Agent (Nina): "Sure!"
    09/25/2020 07:30:25PM Agent (Nina): "One moment please."
    09/25/2020 07:30:42PM Agent (Nina): "What's the order number for me to check."
    09/25/2020 07:31:43PM Todd Witteles: "H******"
    09/25/2020 07:32:39PM Agent (Nina): "To verify the order number, may I ask the billing shipping address and billing phone number please."
    09/25/2020 07:32:58PM Todd Witteles: "[redacted]"
    09/25/2020 07:34:41PM Agent (Nina): "Thank you!"
    09/25/2020 07:34:53PM Agent (Nina): "Just stay on the line please."
    09/25/2020 07:34:57PM Todd Witteles: "ok"
    09/25/2020 07:40:03PM Todd Witteles: "??"
    09/25/2020 07:40:34PM Agent (Nina): "Thank you for waiting."
    09/25/2020 07:40:49PM Agent (Nina): "I am still verifying some information."
    09/25/2020 07:40:52PM Todd Witteles: "ok"
    09/25/2020 07:41:44PM Agent (Nina): "Please stay on the line."
    09/25/2020 07:47:34PM Agent (Nina): "Sorry for the delay."
    09/25/2020 07:52:42PM Todd Witteles: "update?"
    09/25/2020 07:54:37PM Agent (Nina): "I do apologize for the delay."
    09/25/2020 07:56:13PM Todd Witteles: "what are you looking up?"
    09/25/2020 07:57:14PM Agent (Nina): "Upon checking this is for HP ENVY Laptop 17"
    09/25/2020 07:57:37PM Todd Witteles: "yes"
    09/25/2020 07:57:43PM Todd Witteles: "So what is the status with my escalation"
    09/25/2020 08:00:21PM Agent (Nina): "Upon checking please do wait for a call from our escalation team."
    09/25/2020 08:02:12PM Todd Witteles: "What do you see from the status? What did I get no call?"
    09/25/2020 08:03:59PM Agent (Nina): "There's an issue on our delivery."
    09/25/2020 08:05:10PM Todd Witteles: "What does that mean?"
    09/25/2020 08:05:22PM Todd Witteles: "I want to know why I am not getting a phone call. What does delivery have to do with it?"
    09/25/2020 08:07:58PM Agent (Nina): "Thank you for waiting. I still need more time to research this. Would you please wait for an additional minute or so while I continue to check?"
    09/25/2020 08:08:23PM Agent (Nina): "I wanted to make sure that we are on the same page, which phone number did you call about this?"
    09/25/2020 08:09:07PM Todd Witteles: "What did I wait for all this time? You took like 30 minutes. What did you look up during those 30 minutes?"
    09/25/2020 08:13:13PM Todd Witteles: "well? I don't want to hold further"
    09/25/2020 08:13:48PM Agent (Nina): "Please stay on the line."
    09/25/2020 08:14:20PM Todd Witteles: "No, I want to know what you did while I was on hold"
    09/25/2020 08:21:37PM Todd Witteles: "well?"
    09/25/2020 08:22:05PM Todd Witteles: "It seems like you lied about looking up my case and took a 30 minute break, and now are frantically trying to look up what I asked in the first place"
    09/25/2020 08:25:16PM Todd Witteles: "HELLO"
    09/25/2020 08:26:15PM Agent (Nina): "There's no transaction notes indicated on your order, so I would like to know whom you spoke with about the concern so that I can make a follow-up for your call back. Is it from HP Technical Support Team?"
    09/25/2020 08:26:33PM Todd Witteles: "It was from the warranty team"
    09/25/2020 08:26:40PM Todd Witteles: "What did you look up for the prior 30 minutes?"
    09/25/2020 08:27:28PM Agent (Nina): "I was checking and verifying on your order."
    09/25/2020 08:28:35PM Todd Witteles: "Checking and verifying what? It took 30 minutes"
    09/25/2020 08:28:53PM Todd Witteles: "Tell me what you found out in those 30 minutes I was holding, and why it took 30 minutes to do so"
    09/25/2020 08:29:59PM Agent (Nina): "Is this the phone number that you called 1-800-HPINVENT (1-800-474-6836)?"
    09/25/2020 08:30:31PM Todd Witteles: "Yes"
    09/25/2020 08:30:52PM Todd Witteles: "Why did it take 30 minutes? What were you checking and verifying, and what did you find out?"
    09/25/2020 08:31:01PM Todd Witteles: "I am about to submit a corporate complaint about this conversation and I will have them examine it"
    09/25/2020 08:31:11PM Todd Witteles: "I have been on for over an hour with you, and you have told me nothing"
    09/25/2020 08:32:13PM Agent (Nina): "Upon checking, I didn't see any information notes that this was escalated."
    09/25/2020 08:33:22PM Agent (Nina): "I didn't see any notes, that's why I was making sure that I have the correct information. I do apologize that it took me 30 minutes of your time."
    09/25/2020 08:34:00PM Todd Witteles: "How do I get this escalated now? Do you see the case #?"
    09/25/2020 08:35:48PM Agent (Nina): "That's why I had delay for answering your questions, because I didn't see any information on notes for escalated case on your account."
    09/25/2020 08:36:15PM Todd Witteles: "Do you see a case #"
    09/25/2020 08:36:58PM Agent (Nina): "No notes for a case #."
    09/25/2020 08:37:43PM Todd Witteles: "Why didn't you ask me for one then?!"
    09/25/2020 08:37:51PM Todd Witteles: "We've been chatting over an hour and you haven't asked for a case number???"
    09/25/2020 08:38:19PM Todd Witteles: "Case is 5******"
    09/25/2020 08:38:51PM Todd Witteles: "If you couldn't find it you should have asked if I have a case #"
    09/25/2020 08:38:52PM Agent (Nina): "You may contact our 1-800-HPINVENT (1-800-474-6836)."
    09/25/2020 08:39:04PM Todd Witteles: "I know that phone number, that is not helpful. They are not open now, that's why we are chatting."
    09/25/2020 08:39:12PM Todd Witteles: "PLEASE LOOK UP THAT CASE NUMBER"
    09/25/2020 08:39:16PM Todd Witteles: "5********"
    09/25/2020 08:39:50PM Agent (Nina) has disconnected. Chat session ended.

    2 hours exactly -- 45 minutes on hold, and 75 minutes chatting with this tard who probably took several long breaks while I doing tasks which should have taken about 60 seconds each.

    Then she disconnects on me at the end out of spite.


  11. #11
    Owner Dan Druff's Avatar
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    Quote Originally Posted by Bootsy Collins View Post
    Why did you go with HP? The only other company whose hardware/support is Acer.
    What would you suggest? I've tried most of the majors and still liked HP best, despite the fail.

    I also have pretty specific requirements:

    17 inch screen
    SSD drive of 1TB or more
    Touch screen
    Sound card with stereo mix
    Medium-high end processor
    16GB+ RAM
    Preferably customizable

    Got a Lenovo some years ago, wasn't a big fan. Used to be a Dell customer but I gave up on them. Heard bad things about Acer and never tried them.

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    Canadrunk limitles's Avatar
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    Quote Originally Posted by Dan Druff View Post
    Quote Originally Posted by Bootsy Collins View Post
    Why did you go with HP? The only other company whose hardware/support is Acer.
    What would you suggest? I've tried most of the majors and still liked HP best, despite the fail.

    I also have pretty specific requirements:

    17 inch screen
    SSD drive of 1TB or more
    Touch screen
    Sound card with stereo mix
    Medium-high end processor
    16GB+ RAM
    Preferably customizable

    Got a Lenovo some years ago, wasn't a big fan. Used to be a Dell customer but I gave up on them. Heard bad things about Acer and never tried them.
    Dude you've already said your "girlfriend" had better luck with the same instrument.
    They don't all come faulty. How about you order local and just return it a.s.a.p.
    via Uber if you draw the short straw once more

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    Owner Dan Druff's Avatar
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    Quote Originally Posted by abrown83 View Post


    You’re welcome Druff

    PS skip to 2:20
    Well, now I remember why I didn't do it this guy's way.

    Realtek changed their site and you can't get to this directly anymore.

    As I mentioned, I found a version of the HD Audio Codec from 2017 through some old link, but it failed, likely because Windows has changed a lot since then.

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    Canadrunk limitles's Avatar
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    Quote Originally Posted by Dan Druff View Post
    Quote Originally Posted by abrown83 View Post


    You’re welcome Druff

    PS skip to 2:20
    Well, now I remember why I didn't do it this guy's way.

    Realtek changed their site and you can't get to this directly anymore.

    As I mentioned, I found a version of the HD Audio Codec from 2017 through some old link, but it failed, likely because Windows has changed a lot since then.

    This is where the true cost comes into play. Some cheap fuck with special needs/requirements finds the lowest price provider does not come through. Instead of abandoning ship he spends hours looking for a free fix and bothering others about his horrible luck.

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    Owner Dan Druff's Avatar
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    Quote Originally Posted by limitles View Post
    Quote Originally Posted by Dan Druff View Post

    Well, now I remember why I didn't do it this guy's way.

    Realtek changed their site and you can't get to this directly anymore.

    As I mentioned, I found a version of the HD Audio Codec from 2017 through some old link, but it failed, likely because Windows has changed a lot since then.

    This is where the true cost comes into play. Some cheap fuck with special needs/requirements finds the lowest price provider does not come through. Instead of abandoning ship he spends hours looking for a free fix and bothering others about his horrible luck.
    les, if your new computer arrived missing a critical software feature as part of the sound card, would you pay them to "fix" the problem for you?

    I have a feeling you wouldn't, and instead would write some kind of angry drunken letter to customer support, which would promptly be skimmed and deleted by some Indian first-level rep.

    I know this is a difficult concept for you to understand, but most people don't want to pay extra to have the computer they ordered work as it's supposed to.

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    Canadrunk limitles's Avatar
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    Quote Originally Posted by Dan Druff View Post
    Quote Originally Posted by limitles View Post


    This is where the true cost comes into play. Some cheap fuck with special needs/requirements finds the lowest price provider does not come through. Instead of abandoning ship he spends hours looking for a free fix and bothering others about his horrible luck.
    les, if your new computer arrived missing a critical software feature as part of the sound card, would you pay them to "fix" the problem for you?

    I have a feeling you wouldn't, and instead would write some kind of angry drunken letter to customer support, which would promptly be skimmed and deleted by some Indian first-level rep.

    I know this is a difficult concept for you to understand, but most people don't want to pay extra to have the computer they ordered work as it's supposed to.
    I speak from experience. The world of on-line purchasing
    is a double edged sword. Potentially you save money, eliminating
    the middle man, which includes the poor local bastard who happens
    to be in their employ.

    I have learned the benefit of paying a few sheckles more for a
    local purchase. It provides immediate resolve should it all go wrong.
    It's insurance for the neurotic.

    You act like the few dollars you may save, if all goes well, are a finite resource.
    It's renewable, it's not even endangered.

    And, I understand it all.

    "you can't build a temple when you're always on the cheap"

    Last edited by limitles; 09-26-2020 at 04:45 PM.

  17. #17
    Owner Dan Druff's Avatar
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    Quote Originally Posted by limitles View Post
    Quote Originally Posted by Dan Druff View Post

    les, if your new computer arrived missing a critical software feature as part of the sound card, would you pay them to "fix" the problem for you?

    I have a feeling you wouldn't, and instead would write some kind of angry drunken letter to customer support, which would promptly be skimmed and deleted by some Indian first-level rep.

    I know this is a difficult concept for you to understand, but most people don't want to pay extra to have the computer they ordered work as it's supposed to.
    I speak from experience. The world of on-line purchasing is a double edged sword.
    Potentially you save money, eliminating the middle man, which includes the poor local bastard
    who happens to be in their employ.

    I have learned the benefit of paying a few sheckles more for a local purchase provides immediate resolve should it all go wrong. It's insurance for the neurotic.

    And, I understand it all.
    A "local purchase" would not have helped this.

    There's not an HP rep sitting at the corner strip mall who would have sold me a Stereo Mix enabled machine.

  18. #18
    Canadrunk limitles's Avatar
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    Quote Originally Posted by Dan Druff View Post
    Quote Originally Posted by limitles View Post

    I speak from experience. The world of on-line purchasing is a double edged sword.
    Potentially you save money, eliminating the middle man, which includes the poor local bastard
    who happens to be in their employ.

    I have learned the benefit of paying a few sheckles more for a local purchase provides immediate resolve should it all go wrong. It's insurance for the neurotic.

    And, I understand it all.
    A "local purchase" would not have helped this.

    There's not an HP rep sitting at the corner strip mall who would have sold me a Stereo Mix enabled machine.
    Look cheapie, who do you think you're talking to? Are you telling me there are no
    computer tech/sales guys around you? They're probably a dime a dozen.

    Point is you don't have to argue with some off shore rep as a minion.
    A serious customer of a manufacturer holds much more weight than you do.
    One call fixes all

    When you accept the lowest internet price you reject the services that an IT
    specialist or local retailer provides

  19. #19
    Diamond dwai's Avatar
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    dang Druff, les giving it to you big time.

    I also don't understand why you order online/"custom built" laptops, just go to a store and buy one, there's nothing special about what you're getting, get 16 gigs of ram, 2tb solid state HD, and fucking windows 10, you act like you're gaming or editing video, as long as you have stereo mix why are you "custom building" a laptop from hp of all places. to save a hundred bucks?

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    Owner Dan Druff's Avatar
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    Quote Originally Posted by dwai View Post
    dang Druff, les giving it to you big time.

    I also don't understand why you order online/"custom built" laptops, just go to a store and buy one, there's nothing special about what you're getting, get 16 gigs of ram, 2tb solid state HD, and fucking windows 10, you act like you're gaming or editing video, as long as you have stereo mix why are you "custom building" a laptop from hp of all places. to save a hundred bucks?
    If you walk into Best Buy and get a laptop, you're still dealing with HP for a lot of support issues, and they're far less wiling to do anything for you at the middle management level because you bought it third party.

    If I were to ask, "Does this laptop have stereo mix?" at the store, I would get blank looks from everyone, as I would if I brought it back to complain it was missing.

    Basically all you're gaining from buying it at a store is speed. In the case of initial hardware issues like my rattling touchpad, that's an easier fix. In the case of any warranty or software issues like this stereo mix thing, you're actually at a disadvantage.

    Also it tends to be a little more expensive, and you're sometimes paying for shit you don't need or want. Also there aren't all that many ready-to-buy 17 inch options which meet my requirements.

     
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