Custom Built NO Status Update

[Mjones00]

hello, 

I order a custom built - HP Spectre 360 15t on August 19th. The order status changed to gathering components on August 20th, since then, the order status has NOT changed. After multiple attempts to get information from HP customer service, each rep used a copy and paste answer.  It’s unbelievable frustrating that I order a laptop over $1500 and will not receive it until a month and a half feet I placed an order. How long does it take to actually gather my components? This is not holiday season. I should have an update from gathering components by now.

this makes me want to cancel my order and give my money somewhere else. Did anyone actually get their laptop before the estimated shipping date? Did the tracking updating properly? What was your experience with customer service? Maybe I should escalate to  management? If someone could actually connect me yo a person that could provide clarification.

[Dragon-Fur]

@Mjones00 

Welcome to the HP Community.

I am sorry your order is stuck in processing.

Fact

Our HP Community has absolutely no influence on purchasing - not the build, not the supply, not the shipment.

Why?  We are a user group - we are not a department in HP.

Likely Fact

The longer you wait, the less likely the custom order can be cancelled.

What?

Makes sense that if the product is not in "build" that you can cancel.  Right?

Yeah, but...

"Cancel" assumes the long order / receive / confirm / build / test process - at whatever stage it is now - can be interrupted by the Store / purchase department.

Might not be the case.

Commentary

That said, right now - in today's world facing still wide spread pandemic AND a world-wide chip shortage,

Custom orders are especially difficult to build and to ship.  "On time" has become relative.

What?

Could be a car, computer, "anything" custom order that uses resources in short supply or chips that cannot be found, is going to suffer exponentially.  Certainly any delays might be longer than wanted.  No one likes it.  Companies impacted by the delays do not like it either. 

What to do?

Contact the HP Store Customer Service in your region.

Ask for help.

Decide how you want to move forward.

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