Custom Laptop Shipping Delay...

[DarkDoc]

I'm not sure if anyone else are experiencing additional delays in shipping with less than inadequate information from the call centers.  Please let me know what your most recent experience is.  I am currently down with no computer to run my business.  I finally had it with the scripted responses.  What is the average delay time beyond the 'estimate shipping date'?

Here is my call log with HP "Support"

Call Start 12:56PM 12/07/2021 | Supervisor Call Start 1:19PM 12/07/2021 | Call Conclusion 1:34PM 12/07/2021

Holds: 3 (Total of 20 minutes)

Called HP for more details on why laptop has been in 'Gathering Components' for over 10 days.

Initial call center person read from a script citing 'Pandemic' Custom order bla bla bla... couldn't confirm if there would be a delay.  Escalated to supervisor.

What is your name and job role? Lisa, Supervisor

Are you selling options that you don't have in stock or have available? Yes, the components were not available when selected from HP shop.  So, the components had to be sourced after being bought vs. HP actually having them for a build.  <- Observation: I made it clear that their system is selling components they don't have or can't easily get.  Yes, selling product they DO NOT HAVE!

Should I expect the order to not be shipped on 12/16? There is a possibility of shipping earlier.  <- Observation: This is highly unlikely based on all previous answers and was a call ender statement.  Forums are all showing delays of weeks to months passed 'estimated ship date'.

Why would HP employees not be able to know details within its own company?  Graphics components are the current issue.  <- Observation: The supervisor stated that the ready-made would have shipped already, however this was the ready-made card that comes with ready-made Omen Laptops.

What is the current ACTUAL additional delay being seen?  2 weeks additional.  <- Observation: This supervisor finally admitted to the additional delays of 2 to 3 weeks (beyond estimated shipping date)

Why did your ordering system tell me I had to order by November 23rd in order to get a shipping date of December 16th if HP doesn't even have the components and HP keeps stating Pandemic impact?  System generated timing not including "pandemic" delays.  <- Observation: This should have stated a between date to date

Final word from supervisor is that I will know of the delay on the day it is to ship.  9 more days from the time of this call.  <- Observation: This matches up the forums all over stating delays and run arounds.  Anticipating lengthy delay into 2022.

[praveenbv]

Hi@DarkDoc,

Thank you for waiting! I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send us a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

It's been a pleasure interacting with you and I hope you have a good day ahead.

To assist you better, do you have a previous case number or were you in contact with the escalations team?

I understand you need assistance and I’d love to help. However, we encourage our customers to create a public post so that the conversation may help other community members find a similar solution.

Hence, I would request you to create a public post with the same query, so that you may get your answers from the various members we have in our community forums at HP.

Keep me posted.