| HP Direct |
| HP Direct / Home & Office Store Deceptive laptop PC video demo causes buyers to think they're getting something they're not. Bait and Switch? Intern |
| 13th of Apr, 2011 by User877528 |
| seconWhile shopping for a 15.6" laptop that included a numeric touchpad, I came across the HP Pavilion dv6-3250us Notebook PC, aluminum at the HP Direct / HP Home & Home Office. See this Web page advertisement at this link: This HP Web page advertisement offered this notebook PC for $699 with free shipping. There is a Flash video demo on this Web page. After clicking on the demo link, the video displayed with the video title "HP Pavilion dv6-3250us Notebook PC, aluminum demo." From viewing this demo I was pleased to learn that the dv6-3250us included the numeric keyboard that I was looking for. In the demo it is labeled the "Island Style" keyboard. I was also pleased to learn from the demo that the "Beats Audio" was included as well as the new "USB3" connectivity. So, being very impressed with the features shown in the dv6-3250us video, I ordered one on the spot through the HP Direct store. When the item arrived, I was shocked to see that none of the advertised features mentioned above were included with the HP Pavilion dv6-3250us. I immediately contacted the HP Sales Customer Service by telephone. I explained the situation to the agent and he asked me to provide him with the URL for the Web page with the video demo for the dv6-3250us. After viewing the video demo, he agreed that I had been sent a laptop with the wrong features and arranged for the proper PC to be sent out to me as soon as I shipped the bogus PC back. HP paid for the exchange with priority shipping. I received the replacement PC in two days. It also had none of the features advertised. I have since worked through the HP resolution team and their management without satisfaction. They finely referred me to the HP Corporate Offices. The agent there said I would receive an answer regarding my complaint within 24 hrs. And I did. I received an email message from Customer Service Manager, HP Direct / HP Home & Home Office Store. In her response she stated "We apologize for any confusion that occurred with the features you saw on the demo but HP cannot customize the demo to each model of a series." She then offered to give me a 10% discount or a full refund. So, my question is why is the demo video clearly titled "HP Pavilion dv6-3250us Notebook PC, aluminum demo?" I'm not a lawyer, but this sure seems like bait and switch to me! By the way, there is only one HP dv6 PC currently offered that has the above mentioned features. The HP Direct / HP Home & Home Office Store currently has it on sale for $999. |
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