I sent an email about this issue to Best Buy twice with no response, so maybe these forums can help me out.
I purchased the HP dv7-Bibbed on 11/24/2011. The product page indicated that the laptop came with both a backlit keyboard as well as a Blu-ray player. I was very pleased that I would be able to play Blu-ray movies.
Upon receiving the laptop, I saw that it did not have a backlit keyboard. I was not really worried about that in the first place, so I did not become to upset about it. After installing all of my programs such as Microsoft Office, I found out on 11/26 or so that the laptop did not have a Blu-ray player when I put my copy of Avatar in. I was very angry at this, I did not want to have to return it because I already had all of my programs installed on the laptop and with Black Friday being over, i would not be able to find a laptop for the same price with comparable specs.
I called the 1888BESTBUY hotline on 12/4/2011 and was transferred to the online orders department. The lady was extremely nice and personally looked up the product. She told me that the product page did indeed specify that the laptop was supposed to come with both a Backlit Keyboard and a Blu-ray player. I explained to her I did not want to have to return the laptop as I already have all of my programs installed and information from my previous laptop transferred over to it. I said I would like either a Blu-ray drive to install or a gift card for the price of a Blu-ray player at Best Buy. She indicated to me that she was starting a case, and that Best Buy promotions would be able to help me with this. She said Best Buy Promotions would call me within 5 days.
I did not receive a call and called again on 12/11/2011. I spoke with a gentlemen who was very nice, and he told me my case was still open and most likely the issue was that the holiday season was putting them behind schedule. I found that a good explanation and decided to wait.
I placed a third call on 12/22/2011. This time the lady was not so nice. She indicated that on 12/20/2011 my case had been terminated. Best Buy had totally removed this product from their website and Best Buy Promotions could not access it to see that the information was incorrect, even though the first lady I had talked to specifically added a note saying the information was indeed incorrect. She even accused me of being at fault, telling me I needed to "add the Blu-ray player to my order" when I placed it. I tried explaining that the Blu-ray player was built in to the laptop, and was not a separate item. She said there was nothing they or I could do at this point. That is where the call ended.
I had checked the product page around 12/6/2011 and discovered via the Q&A and the product reviews that just about every customer was unhappy about the laptop not having a Blu-Ray player or backlit keyboard. It appears Best Buy took the product down in order to try to get out of dealing with all of the customers. All I want is compensation so I can buy what my laptop was specified to come with.
Thanks everyone.
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