If order is never delivered to me, why do I have to waste my $ and time to file a police report?

[jmz54]

So my order #H123036443 was placed and I never received the product though tracking results says it was signed for by me which couldn't be possible since I am working practically a city away during the afternoon but yet I was told i am not getting a replacement and they I have to file a police report and pay to get this and send it back to you HHO team?! Wow, extra of my time and my money even though i did nothing wrong? That's absurd, any other tech company would have sent me another one and continue on with the investigation without further bothering me (the customer). I am so upset that I am lost for words. I expressed my discontent with your so called "resolution team" asking them what their next steps are which they had no idea so I suggesting what other tech companies would have done. Now they won't even reply....Great way to treat customers who will be writing numerous reviews.

[kappy01]

Why should HP care? They don't even have a way to question them about the way they scam us. My suggestion... if you get your computer back, great... if not... DON'T ORDER FROM HP AGAIN!

[jmz54]

here's the follow up from Customer service relations:

I still have no laptop and the investigation seems to have stopped from your
side pending me to send a police report. It is not as if I ever physically
received the item purchased even though i originally paid for it first so to my
understanding it was not "stolen". To my understanding, a merchandise should
have been received before it can taken from me as a crime. As far as I am
concerned as a customer, the merchandise I originally paid for was never
delivered to me. Now you are telling me that your courier replied to you and advised that the
person didn't speak English then why don't your side or courier call the
authorities on this person to have product returned?
They can go in case of forgery or impersonation.
Your resolution team advised me to get a police report which doesn't make sense to me. Here's why:
1 - item never physically received
2 - filing a police report cost money
3 - most importantly, it takes time (traveling, waiting in precinct, basically
extra work, which I don't see that being reimbursed to me from your company)
Here's what other companies have done which I suggested:
- immediately contact courier and get investigation going on (your side failed
to do that until 2 days after i reached out to them)
- after first week, process a replacement order while your investigation
continues on
- Your side should call the authorities your courier service (delivery man or whomever) or file a claim with them not me.
Hope you can help in any way other than telling me to call the police.
Please do advise and have a good weekend. Thank you.

________________________________________________________________

Dear ,

I am sorry for the inconvenience this has caused
but I do not have the authority to override the requirement of a police report
when a confirmed delivery with Fedex is disputed.   I would be happy to help
expedite the resolution of this delivery problem if you provide the police
report required for the missing delivery. Again, our apologies for the
inconvenience this has caused.

Regards

Susan Peasley

HP Home & Home Office
_________________________________________________________________

Hi susan,
Please advise what can you do as a resolution if I did go out of my way to file
a police report and give you the report number?
Unless you are offering a replacement order free of charge or with a significant
discount, I don't see this being worth my time and trouble with all the
aggravation I have dealt with already...(as already listed out in detail in
previous email).
Hope you understand and awaiting your reply.
Thanks and have a good night.

Dear .
We would be happy to replace the order for you once we have the police report
for our claim with FedEx.  The original charge will remain on your account and a
new order will  be shipped to you to replace the stolen order.  Please send the
police report to hhocustomerdelivery@hp.com and you can copy me so that I can
follow up with our delivery manager.
Regards,
Susan

_____________________________________________________________

Hi Susan Peasley,
We are now back to square one.
It seems anything that goes wrong with an order, the customer is responsible for even though merchandise was never delivered...
This is the most unfair treatment I had ever encountered of all my years.
From the 2nd phone call of many to your resolution team, I was advised for some type of compensation for my troubles and you are telling me otherwise.

Right now, you still expect me to take my time off work meanwhile (I work 7days a week) to drive to the police station to file a report and then PAY for the report for you to make a claim against Fedex?