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Top Student
Posts: 9
Member Since: ‎12-10-2016
Message 1 of 2 (95 Views)

Got Recovery media for HP Envy as DVD discs, but the laptop doesn't have dvd drive

Product Name: Envy j107tx
Operating System: Microsoft Windows 10 (64-bit)

I was having issues with the recovery media which i created with the HP  Recovery manager application. So i contacted customer care and they ordered a HP recovery media after asking my address. When i received the package I found that it consists of DVD discs only while my laptop model doesn't have DVD drive. When i further contacted them they are saying to arrange for an external DVD writer or go to service center where they will recover and they will charge for it. So why the person who ordered the recovery media didn't check that my model has no DVD drive. He had access to that information.

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HP Support Agent
Posts: 3,304
Member Since: ‎08-03-2016
Message 2 of 2 (59 Views)

Re: Got Recovery media for HP Envy as DVD discs, but the laptop doesn't have dvd drive



I have brought your issue to the attention of an appropriate team within HP.


They will likely request information from you in order to look up your case details or product serial number.


Please look for a private message from an identified HP contact.


Additionally, keep in mind not to publicly post personal information (serial numbers and case details).


Thank you for visiting the HP Support Forum.




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