_Peter_:Sales Complaint

[george-p]

http://h30434.www3.hp.com/t5/HP-Cafe-and-Lounge/Sales-Complaint/m-p/3741138#U3741138

Hi,

I recently purchased a HP Envy m7-j178ca. Prior to purchase, I called 1800-HP INVENT to ask customer service a few questions. I asked the following:

• Can I add an SSD hard drive into the second hard drive bay?
• Can I move the operating system onto that SSD?
• Can I wipe the original drive and use it for storage and boot off of the SSD?
• Are there any problems you can see with doing this? Drivers? Incompatibliies? Etc?
• Will this effect my warranty in any way?

In short, the customer service rep told me I could do all of those operations. He said there would be no problems/obstacles in doing them. Finally, he said that doing these things would have no effect on my warranty. With his assurances, I went to my local store and bought the computer.

After over a week of trying, six hour long calls to tech support and two escalations, tech support has informed me that it is not possible. The were very helpful in finding a solution for me but not without it costing me roughly 100 dollars to replace the original drive and buy a USB stick for the recovery media.

Essentially, the bios does not allow the computer to change the boot order to the second hard drive bay. I updated the bios but this was no help. It only recognizes one hard drive. According to tech support, the operating system must be booted from the first bay. They also told me that the hard drive that came with the computer contains firmware that only allows it to be booted from the first bay. Even if formatted, it still will not be recognized by windows if it is in the second bay. Tech support also informed me that moving the operating system to another drive means that the warranty on my operating system is no longer valid.

The sales representative gave me false information that led to me spending more money than I intended and wasting a lot of my time. In addition to the $100 dollars which i expect you to repay and a new copy of windows 8.1 that is under warranty, I want to know how you intend to compensate me. I was lied to, it cost me.

I look forward to your prompt response.

Regards,

_Peter_

[JeffHelp]

04/8/14 - Jeff reached out to customer