Bang and Olufsen software not on new Envy 17 despite spec and the box saying so

[Bigmax932]

I purchased a HP Envy 17 - CW0009na4K Core i7 laptop for my husband for Christmas - it promised in the Spec custom tuning bythe experts Bang & Olufsen - this is also displayed across the front of the box.  However we cannot find the Bang & Olufsen software, just Realtek. 

I have rung tech support who just wanted to exchange the computer he didn't seem to understand the problem or who Bang & Olufsen were.  He wanted me to send him the spec, why couldn't he just have pulled it up online?It wasnt on the computer we were using so I didn't have it to hand.

At my insistance that he advise on how to get the software he accessed the computer and  merely reinstalled the Realtek, which I queried - stating why not Bang & Olufsen as the spec he just gave me another phone number to call.  The man the other end wasn't tech he just said send back and they would replace. (That was yesterday so far I had an email stating my claim was in hand but no returns label has been sent - which now means it will be after New Year before I can send it back - or use the new computer!!!  

This seems to be a past problem having looked on here, but the link given to B & O at that point produces a 404 page error and I am not happy messing with software on a new computer.

I have therefore agreed to send it back for a new replacement and will have to spend another couple of days setting that up when I finally receive it.  This seems an utter waste of both time and money as the computer seemed fine, it was just a software issue that needed to be resolved and to my simple mind could have been done remotely.

It is now 30.12.23 time 15.21…….I have still not received the promised returns label, tried to ring HP but they are not answering due to “unforeseen circumstances” whatever that means.

Has anyone else experienced this issue?

[Gaya1239]

Hi @Bigmax932,

Welcome to the HP Support Community

I understand you are facing an issue Bang and Olufsen software not on new Envy 17 despite . Not to worry I will help you to get a resolution to resolve the issue.

I am sorry to hear that  This needs one-on-one interaction hence I'm sending a private message to assist you with the next action. 

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