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Per the online store that she bought it from, the title says: "HP Laptop Drive CD DVD-RW Drive ¦ CD-ROM Drive (Multibay II) - 24x read speed"
when she tried to watch a DVD it did not recognize the disk.
so i got into the device manager, checked the drivers and properties, and found that it was labeled as at:
"CD ROM" only, no mention of DVD capabilities.
She got sales support on teh phone and they say it should play DVD's... THEN got an email that says "this part is not capable of playing DVD's"
So whats the story... if it has DVD RW capabilities, should it not have DVD read capabilities...
can a drive BURN DVD's and not play them or read data?
Capture the on-line sales page and the manufacturer's device specification page, and request a return for refund or credit toward an upgrade to a model capable of playing DVDs on the basis that their advertising was incorrect.
Also, check that manufacturer's device specification carefully. If any of the details in your "story" above are slightly wrong (or just simplified) and the drive *can* actually handle DVDs, then the problem may be that you need an updated driver and some DVD encoding and decoding software.
I ran into this before on an older machine. I had to install a 3rd-party player in order to play DVDs. I downloaded it as trial-ware, and installed it. After the trial expired, I removed the program, but the DVD encoder/decoder "driver" remained, and the machine could still play DVD's using Media Player.
[edited by: jdMorgan at 11:10 pm (utc) on April 15, 2009]
which means, they are claiming that this drive should play DVD's right?
Basically they made a false claim on their site about this drive?
and yes, the plate on the from has the DVD RW logo and DVD logo...
Call HP technical support and/or sales and ask/complain about this. Get as much info as possible before calling the vendor for a replacement/refund.
I think HP will be very interested in your problem, as this just should not happen, and represents a major "quality control" problem if they put the wrong front plate on the drive. Such errors are rare, but they do happen.
my 2 cents?
they put a label on the website, with the cd dvd language.
someone like my friend buys it.
(which took 3 weeks to get becuase of back order)
my friend, who is not tech saavy, installs it, and realizes it should play DVD's but it doesnt... spends all of their time researching, installing drivers...etc.
by then, the 2 weeks refund timeline is over and they are stuck with something that doesnt do as is claimed.
i think its a scam and told her she should not settle for a "discount" on a new one...
they wont even give her the money back to purchase the right hardware... basically they said "sorry" your ordered the wrong part.. even though it was labeled as DVD capabilities.
If something doesn't work, and the supplier can't immediately solve the problem, you send it back. You don't wait two weeks or whatever. However, in the UK, if a product is described incorrectly, arbitrary time limits have no legal standing.