Dummy DVD drive - return policy?

ATTN: Administrator
I received my Lenovo laptop today. Upon examining it to make sure that all the specs matched, I realized that LENOVO put a dummy DVD drive when in the sales email they specifically state that it is included with the PC. I called customer support only to be lied to by a customer service agent that this system was not supposed to arrive with a DVD bay. I even asked her, "why go out of your way to lie about the situation when it is clearly stated on the confirmation email, delivery box, and part number?" Her voice quickly changed and requested I take photos of the system. This is was purchased through LENOVO.com.
I am just curious how they are going to handle this after my second attempt to get this straightened out. Will they offer to send it back to the factory to install the DVD drive, have it looked at an authorized retailer or lie about it again? Would LENOVO offer a replacement, exchange or refund? According to their "return policy", it states that they do so in case of an error. Personally, I am skeptical about their return policy after reading all these horrible stories of people getting lied to.
I have faith in this company and that they will fix a simple error on their part. PC's are not cheap, so hope they handle it the right way.
Dear ADMINISTRATOR, do you have any suggestions how I can get this problem worked out?
Thank you for your anticipated help.
Moderator Note; subject edited

Hi JS12,
Firstly, I apologize to you for this experience. I am here to assist in any way possible. Please PM me your order number, if you are still in need of assistance.
Best regards,
Bgriffin2
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{removed per forum guidelines}

Hello again Sloppy_Carlton,
I’m glad to see you are utilizing the forums to reach out to us about multiple experiences, although I am sorry to see that neither of the experiences you posted about left you feeling delighted.
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Thank you for posting on the forum!
Tasha|Social Media Specialist | Best Buy® Corporate
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Hi Ppprrrggg,
The following information was copied from Troubleshoot problems with creating a DVD-Video using Windows DVD Maker
My DVD failed to burn. What can I do?
Try one or more of the following:
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1.
Click Start, and then click Control Panel.
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Click Hardware and Sound.
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Click Device Manager.
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Does it work?
Thanks .
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Hi,
When you click DVD Maker-what exactly happens?Or what kind of error is?
when i click dvd
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What can I do if my CD or DVD drive doesn't work properly in Windows 8?

QuestionWhat can I do when if my laptop CD or DVD drive doesn't work properly in Windows 8?
AnswerNote: For help with this issue in Windows 7, please see this article.
To get your CD or DVD drive working correctly, try these suggestions in the order listed.
Reinstall the Driver
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Microsoft Fix-it
Your computer may exhibit one or more of the following symptoms:
Your CD or DVD drive no longer appears in Windows
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How To: Understanding System Restore, Refresh, Reset, and, Recovery options in Windows 8 + Video
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How To: Understanding System Restore, Refresh, Reset, and, Recovery options in Windows 8 + Video
Contact Customer Support
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See this Microsoft article - http://support.microsoft.com/kb/314060/en-us For ways to fix manually
and/or use the proper microsoft fixit 8.1 and 8 or the other one for Windows 7, Vista, and XP listed below.
(these are from the Microsoft article)
Resolution 2: Use the CD/DVD Fix it troubleshooter
To automatically fix common issues with CD or DVD drives, click Run now, and then follow the on-screen instructions. Windows 8.1 and Windows 8
The Automatically diagnose and fix common problems with CD or DVD drives troubleshooter may automatically fix the problem described in this article.
                                This troubleshooter fixes many problems. learn more
Run now
Windows 7, Windows Vista and Windows XP
The Automatically diagnose and fix common problems with CD or DVD drives troubleshooter may automatically fix the problem described in this article.
                                This troubleshooter fixes many problems. learn more
Run now
If your problem is not solved, try the next
S70-ABT2N22 Windows 7 Pro & 8.1Pro, C55-A5180 Windows 8.1****Click on White “Kudos” STAR to say thanks!****

Secondary hard drive and dvd drive have the same location id's.

Product Name: HP Pavilion dv7 Notebook PC (DV7t-7000)
PRODUCT NUMBER: A5F92AV
SERIAL NUMBER: [removed for privacy]
My Secondary hard drive and dvd drive have the same location id's. The dvd drive can not write to any disk because of it. Had the dvd drive replaced and that did not help. Tried 3 different HDD and all the same outcome.
Secondary hard drive and dvd drive have the same location id's. The dvd drive can not write to any disk because of it. Had the dvd drive replaced and that did not help. Tried 3 different HDD and all the same outcome.
Please help,
Thank you
-Rick

This is what chat support said... Its like talking to yourself sometimes!!
[Wednesday, October 24, 2012 10:33 PM] -- Automatically generated message:
Your support request has been submitted and is in queue. Please wait momentarily while the system connects you with the next available support specialist.
[Wednesday, October 24, 2012 10:46 PM] -- Automatically generated message:
You are now chatting with support specialist JOLLY R.
[Wednesday, October 24, 2012 10:46 PM] -- JOLLY R says:
Welcome to HP Total Care for Notebook and Desktop support. My name is Jolly. I will be your technical support specialist today. Please give me a few moments to review your issue description details.
NOTE: For security reasons, PLEASE DO NOT send credit card information via chat.
[Wednesday, October 24, 2012 10:46 PM] -- JOLLY R says:
How are you doing today ?
[Wednesday, October 24, 2012 10:46 PM] -- Rick Friedman says:
Hi Jolly, I tried 3 different HDD's all of them were reformated and reimaged with the HP image from this laptop. When I try to populate the drive, it just closes the window. Same with the dvd drive. Other then no able to write to the dvd/cd drive, everything else is perfect. But that is not good enough...
[Wednesday, October 24, 2012 10:46 PM] -- Rick Friedman says:
Great, you?
[Wednesday, October 24, 2012 10:46 PM] -- JOLLY R says:
I am fine. Thank you for asking.
[Wednesday, October 24, 2012 10:48 PM] -- JOLLY R says:
Please let me know if the following details are correct for the notebook in question.
PRODUCT NUMBER: A5F92AV
SERIAL NUMBER: {Private Information Removed}
EMAIL ADDRESS: {Private Information Removed}
Am I correct?
[Wednesday, October 24, 2012 10:48 PM] -- Rick Friedman says:
Yes
[Wednesday, October 24, 2012 10:48 PM] -- JOLLY R says:
Thank You for confirming the details.
[Wednesday, October 24, 2012 10:49 PM] -- JOLLY R says:
Are you using the same notebook to chat with me which is in question?
[Wednesday, October 24, 2012 10:49 PM] -- Rick Friedman says:
Yes
[Wednesday, October 24, 2012 10:51 PM] -- JOLLY R says:
May I know since when you are facing the issue?
[Wednesday, October 24, 2012 10:51 PM] -- Rick Friedman says:
I few weeks ago now
[Wednesday, October 24, 2012 10:52 PM] -- Rick Friedman says:
HP swapped out the DVD drive and I swapped out the HDD's
[Wednesday, October 24, 2012 10:53 PM] -- JOLLY R says:
Please click on the start button and click on computer.
[Wednesday, October 24, 2012 10:53 PM] -- Rick Friedman says:
Reimaged, renamed, removed, rotated them to different bays.
[Wednesday, October 24, 2012 10:53 PM] -- Rick Friedman says:
ok
[Wednesday, October 24, 2012 10:53 PM] -- Rick Friedman says:
Open\
[Wednesday, October 24, 2012 10:53 PM] -- JOLLY R says:
Is the CD/DVD drive getting detected ?
[Wednesday, October 24, 2012 10:54 PM] -- Rick Friedman says:
Yes
[Wednesday, October 24, 2012 10:54 PM] -- Rick Friedman says:
Yes
[Wednesday, October 24, 2012 10:55 PM] -- JOLLY R says:
So you need te reseat the CD/DVD drive and the hard drive .
[Wednesday, October 24, 2012 10:55 PM] -- Rick Friedman says:
I did, over and over and over
[Wednesday, October 24, 2012 10:55 PM] -- JOLLY R says:
Okay
[Wednesday, October 24, 2012 10:56 PM] -- Rick Friedman says:
I have swapped out the dvd drive and hard drives
[Wednesday, October 24, 2012 10:57 PM] -- JOLLY R says:
Since you have already reseated the hard drive and CD/DVD drive, you need to send the notebook in for a bench repair.
[Wednesday, October 24, 2012 10:57 PM] -- JOLLY R says:
It will be a mail in repair service. I will send you a box along with packaging materials and a prepaid shipping label. Once you pack your notebook in the box you can drop it off at you nearest fedex drop box or you can schedule a pickup.
[Wednesday, October 24, 2012 10:57 PM] -- JOLLY R says:
Box would contain- packaging material, shipping instructions & pre-paid shipping label.
• Once you receive the box you need to put the notebook inside the box (without any accessories), call fed-ex- (1800-463-3339).
• Fed-ex would come at your place pick it up and send it back to hp.
• This service will cost you $0.00
• Standard turn around time for service is 7-9 business days.
You can check the status of your order by going to: www.hp.com/go/csostatus or by calling HP Customer Care at 1-800-hpinvent (1-800-474-6836).
Your repair service has an estimated turn around time of 7 to 9 business days from when we receive your product at our repair center.
[Wednesday, October 24, 2012 10:57 PM] -- JOLLY R says:
In order to set up a service request please provide the following information:
* Full Name:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State:
* Zip/Postal Code:
* E-Mail address
* Phone Number (including area code):
* Best time to call
* Time zone of your region
[Wednesday, October 24, 2012 10:57 PM] -- Rick Friedman says:
Dont I have on-site?
[Wednesday, October 24, 2012 10:58 PM] -- JOLLY R says:
Let me check.
[Wednesday, October 24, 2012 10:59 PM] -- Rick Friedman says:
This laptop is my life, my livelyhood.
[Wednesday, October 24, 2012 10:59 PM] -- Rick Friedman says:
I can not be without iot...
[Wednesday, October 24, 2012 11:00 PM] -- JOLLY R says:
I do understand that .
[Wednesday, October 24, 2012 11:02 PM] -- JOLLY R says:
Yes, you do have onsite , but a technician can be sent to your place only if any part needs to be replaced .
[Wednesday, October 24, 2012 11:02 PM] -- JOLLY R says:
As the notebook needs to be repaired , you have to send it to the HP service center.
[Wednesday, October 24, 2012 11:02 PM] -- Rick Friedman says:
It is the motherboard
[Wednesday, October 24, 2012 11:03 PM] -- Rick Friedman says:
What is the difference between repair and replaced?
[Wednesday, October 24, 2012 11:03 PM] -- JOLLY R says:
It will be repaired and returned back to you .
[Wednesday, October 24, 2012 11:04 PM] -- Rick Friedman says:
But what is there to be repaired if your not replacing anything?
[Wednesday, October 24, 2012 11:04 PM] -- JOLLY R says:
If any hardware part needs to be replaced , a technician can be sent to your place .
[Wednesday, October 24, 2012 11:04 PM] -- JOLLY R says:
But since the notebook needs to be repaired ,you have to send it .
[Wednesday, October 24, 2012 11:05 PM] -- Rick Friedman says:
What is the difference between repaired and replacing something... So you mean that nothing will be repaired on my laptop?
[Wednesday, October 24, 2012 11:06 PM] -- Rick Friedman says:
This is NOT right
[Wednesday, October 24, 2012 11:06 PM] -- JOLLY R says:
I mentioned earlier that you need to send the notebook for repair.
[Wednesday, October 24, 2012 11:06 PM] -- Rick Friedman says:
I would like to talk to someone about this.
[Wednesday, October 24, 2012 11:06 PM] -- JOLLY R says:
It will be repaired and returned back to you .
[Wednesday, October 24, 2012 11:07 PM] -- Rick Friedman says:
What is the turn around time on this?
[Wednesday, October 24, 2012 11:07 PM] -- JOLLY R says:
It is 7 to 9 business days.
[Wednesday, October 24, 2012 11:08 PM] -- Rick Friedman says:
NO WAYYYY!
[Wednesday, October 24, 2012 11:08 PM] -- JOLLY R says:
If you want to talk to someone , you need to call our voice support in the direct number 1-800-474-68386 and refer to serviceticket number - {Private Information Removed}.
[Wednesday, October 24, 2012 11:08 PM] -- Rick Friedman says:
OK, thx
[Wednesday, October 24, 2012 11:08 PM] -- JOLLY R says:
We also have an expedite shipment, where the turn around time is 4 to 6 business days .
[Wednesday, October 24, 2012 11:09 PM] -- JOLLY R says:
Please take down the service ticket number {Private Information Removed} and SR ID {Private Information Removed} for future reference.
[Wednesday, October 24, 2012 11:09 PM] -- JOLLY R says:
You are welcome.
[Wednesday, October 24, 2012 11:09 PM] -- JOLLY R says:
Is there anything else apart from this I can help you with now ?
[Wednesday, October 24, 2012 11:09 PM] -- Rick Friedman says:
No
[Wednesday, October 24, 2012 11:09 PM] -- JOLLY R says:
Thank you

Can't install CS3 Upgrade on NEW iMac 24". An Imac DVD drive issue?

My CS3 Design Premium Upgrade CD fails to install Photoshop on my BRAND NEW iMac yet it is able to install everything else on the CS3 disc. I just bought this iMac yesterday and CS2/CS3 Upgrade are the FIRST things I installed (besides updates) when I turned it on. I'm still using 10.4.10.
I searched through the Adobe forums and the internet as to how others with the same issue have dealt with the problem, but it seems the most common reason is that people had installed Photoshop CS3 beta previously as well as older Flash/Acrobat plug-ins conflicting with the installation process. Further, these causes seem to be effecting Windows users.
So a few hours ago I tried to COPY the upgrade CD contents to my hard disk, I get the message:
"The Finder cannot complete the operation because some data in 'AdobePhotoshop 10en_US.dmg' could not be read or written. (Error code -36)."
This procedure of copying to the disk (and the resulting error message) is SPECIFICALLY addressed in the Adobe support pages TechNotes:
http://kb.adobe.com/selfservice/viewContent.do?externalId=kb401429&sliceId=2
The page says that it may be a drive issue that is causing the problem. Of the 7 possible solutions given on the page, I've narrowed it down to only 1 option left (but I can't try it since I don't have another Mac!):
"*Solution 4*: Copy the software to the hard drive of a different computer.
*If the software copies successfully, the model of DVD drive on your original computer might not be able to read the DVD. Contact the DVD drive or computer manufacturer for any updates that might be available.*"
But what's funny (or annoying rather) is, I had a 20" Alum 2.4 iMac earlier this year (returned because of screen problem), and the CS3 upgrade installed without any problems on it!..??? And according to the iMac specs, the 20" and 24" models both have the same DVD drive make right?
Any ideas??? Are there other 24" iMac users who are experiencing similar problems? If not, then I guess I may have to return yet another iMac...which I'm reluctant to do since this screen is PERFECT! I'm scared to get another iMac with the dreaded screen gradient issue.

I just solved the problem.
I tried copying the DVD files to the hard disk about 7-8 more times. The last try SUCCESSFULLY copied to the disk and I was able to install Photoshop CS3.
Yay.

No Emergency Release Hole In MacPro DVD Drive

I had a DVD stuck in the drive of my MacPro, tried everything to open the drive, but as nothing would work, I turned off the computer, and hoped to find the little hole under the driver tray that you stick an unwound paperclip in to open the driver. But there is no hole, despite the manual saying that there definitely is.
Does anyone know why this is, and if I'm missing something, and why the MacPro manual is seemingly contradicted by reality, and if there is another way to open the MacPro DVD player in an emergency.
I note that my other drives on my PCs all have this emergency release hole.

Hey,
Try this:
Restart the computer.
When you hear the startup sound, press and hold the Command-Option-O-F keys.
Release the keys when you see a white welcome screen.
At the prompt, type:
eject cd
Press Return, then wait a few seconds. The disc drive should eject the disc, and "ok" appears on the screen when the action is complete.
Type:
mac-boot
Press Return.
If that doesn't work you need to open up the computer and slide out the dvd drive.,,, the emergency release hole is not visable unless you pull out the drive.

CD/DVD drive issue on Satellite L notebook - error code Code 39

Hi,
Could anyone tell me if there is an updated driver for the TSSTcorp CDDVDW TS-L632H ATA Device? The device is not available as a selectable drive and in device manager it reports the following error:
Windows cannot load the device driver for this hardware. The driver may be corrupted or missing. (Code 39)
I have removed the device and the driver, however on scanning for hardware; vista re-installs the default driver and the same error returns.
Because of this error, I am unable to update the firmware for the drive and the firmware update is unable to see the drive.
Any ideas??
Thanks in advance.

Hi buddy
What to saythis issue is known and caused by wrong Windows registry entries.
Microsoft has released and published some knowledge articles.
Check this:
http://support.microsoft.com/kb/270008/en-us
First of all I recommend removing the CD/DVD drive from the device list in device manager. Then remove the Upperfilters and Lowerfilters values completely from the following registry key:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Contro l\Class\{4D36E965-E325-11CE-BFC1-08002BE10318}
Finally reboot the notebook.
Thats all.
PS: you would find this solution also without my help. You should use the forum search function! Its helpful!

Dummy DVD drive - return policy?

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