So I'm a Keyboard Snob...

[coffeeandlove]

I know this is going to sound unintelligent but I bought this laptop with the expectation that the keyboard was EXACTLY like the one in the picture (metal-like). I've had this type of keyboard in the past with HP and it's honestly the main reason I bought this. It just types an feels good for me. However, when it arrived the keyboard was dark grey and definitely does not feel the same. I ordered it from Wal-Mart. Is there any way to amend this? I don't even know how to go about requesting it?

[NonSequitur777 · Accepted solution]

@coffeeandlove,

Welcome to our HP Community forum!

Yea, it's perfectly understandable to feel frustrated when a product doesn't match the advertisement, especially when the tactile feel of a keyboard is your primary reason for choosing a specific brand.

How to Resolve the Issue:

Since you purchased the laptop from Walmart, your most direct path is through their return or exchange policy rather than contacting HP directly for a hardware modification.

• Standard Return Window: Laptops purchased at Walmart typically have a 30-day return window. You must return it with the original box, charger, and all accessories.
• Method of Return: If you bought it online, you can often start the process via the Walmart App or website. You can then choose to ship it back with a prepaid label or take it to a local store's customer service desk.
• Exchanges: If you want to try for the "metal-like" keyboard, you can request an exchange. However, be aware that many retailers use stock photos that may not perfectly represent every sub-model variation (e.g., "Ash Silver" often looks like dark grey in person).

Important Considerations:

• Hardware Limitations: HP laptop keyboards are often model-specific and integrated into the top cover. This means you cannot easily "swap" the keyboard for a different style without potentially replacing the entire top surface of the laptop, which is costly and may void your warranty.
• Misleading Photos: It is not an uncommon complaint that HP's silver or "metal-look" keyboards in photos don't match the physical product, sometimes leading to visibility issues with the lettering.
• Restocking Fees: If you return it to HP directly (if they were the seller), they may charge up to a 15% restocking fee unless the item is considered "defective or incorrect". Walmart's in-store policy is generally more lenient if the item is "not what was expected".

Next Step: Check your Walmart receipt or order history to see exactly how many days are left in your 30-day window. If you're still within it, taking the laptop —in its original box— to a physical Walmart Customer Service desk is usually the fastest way to get a refund or see if they have a different model on display that meets your expectations.

Kind Regards,

NonSequitur777

[coffeeandlove]

Wow that was very informative. I appreciate you taking the time to answer! Thank you so much!

[NonSequitur777]

@coffeeandlove,

You're quite welcome (from one snob to another)!

Warm Regards,

NonSequitur777