Very disappointed in HP's after sale support.

[Paul_Moffat]

Last year I bought a HP ZBook Fury 15.6 Inch G8 Mobile Workstation. I don't have any problems with that computer, it has operated perfectly and is one of the best computers I've ever had.

Saying that though, I accidentally damaged the external power supply adaptor/cable and was forced to look for another to purchase as a replacement.

I couldn't source one in NZ for sale anywhere for some reason, so I ordered one directly from HP @ parts.hp.com. I ordered this in February (on backorder). Its nearing the end of May now and I still haven't received it but that in itself is not the issue. I had since bought a HP Dock to power the computer anyway until I received the new power supply adaptor.

The issue I have is that as it took so long for the order to (yet) arrive I have since moved address. Bad timing I know, but it is what it is. Realising the order was now referencing an invalid delivery address I contacted HP Support to have the order address amended. It took more than one email to get a a response but eventually I did. The reply I eventually received was 

"Dear Customer, Its not possible to change the address once ordering done."

That response frustrated me beyond measure to be fair. What kind of company cannot change a delivery address before the order is shipped? As I couldn't amend the delivery address I decided to cancel the order but couldn't find a means to do so from the order information itself; so I asked HP Support for advice on how to cancel the order, as the original delivery address will not suit my purposes - about a week passes, no response.

It seemed support wasn't going to help me so I decided to try again and cancel the order myself. I found the FAQ section of the HP website, for Cancellations but all it stated is "If the order is greater than or equal to 6 days old, additional reviews will need to be made. An HP Representative will respond back within 48 hours if the cancellation has been approved. If not approved, the customer has to receive the material." Not very helpful.

After some more looking around I found an order cancellation request page on hp.com. It asked for an order number and reason for cancellation. Ironically one of the options for reasoning was "Need to change shipping address". I still find it asinine that an order has to be cancelled to change the shipping address but so be it. Upon entering in my order number and the reason for change though caused a website error "An error occurred while processing your request.Please Contact System Administrator". *sigh* You have got to be kidding me. Seriously? I tried this multiple times, the same error occurs.

I decided to see if I created an actual HP account if I could cancel the order as I ordered the battery charger originally via a guest account order. I signed up with the same email address I made the order with and went through the email verification process. I had difficulty signing in though. It took several attempts and browser restarts to (apparently) login. I think I am logged in but it still shows the "login/register" menu options and there is no option to check orders or even my account details/profile but it does change the country flag to NZ, so maybe... it's hard to tell. I also kept receiving an error message on the website during the login attempts that my browser "performed an illegal operation". Whatever that means. This is ridiculous, how can a technology company that creates computers have such a broken website?

This is one of the worse experiences I have ever had trying to order a product. An HP Product made by HP from HP for a HP device no less. With no apparent way to cancel the order either; all for the simple sake of amending a delivery address.

HP, your computers are great but your support is absolutely terrible, and your website is a joke. I am still looking for a way to cancel the order, or even better have it corrected. What do I do at this point? Wait for possibly several more months for the order to maybe arrive this year at the wrong house and hope the new residents are honest and will receive the order on my behalf?