Delivery In Limbo

[dave623]

Ordered a customized Pavilion A-I-O which UPS got from China to the Louisville hub in two days.  For a week, as of this writing, numerous import scans and changing delivery dates but the order's still in Louisville.  Now, UPS isn't even offering a delivery date and despite my attempts, they are not communicating.

I emailed HP Customer Support and was told they can't help.  HP has my money and I don't have my computer.  Isn't there anything HP can do to at least find out what's going on?  My next step is to demand a refund and cancel the order.  

[dave623]

I just found out the reason for the UPS hold up.  UPS received a shipment of several HP computers, mine among them, and they can't release the shipment because HP has not provided UPS with the required documentation.  UPS has been requesting the documentation since March 3rd and they are now sending HP another "urgent" request to provide the information so I can get my computer.

Since I can't get to the appropriate HP department handling this via telephone, I sent yet another email requesting immediate action.  I've been an HP customer for almost 40 years and I've never experienced anything like this.

[dave623]

Latest update 3/13/21

Last Thursday night, HP Customer Service sent an email claiming the documentation for customs release was finished, being processed and escalated for immediate customs clearance.  The next day, UPS Customs Brokerage sent me a screenshot proving that there still has not been any response from HP for the required/needed documents, despite numerous requests dating back to March 3rd.  In addition, HP keeps telling me to check FedEx tracking.  HUH?  We're dealing with UPS.  Do they not know who's handling the shipping?  Unacceptable.

Yes, business operations have been topsy-turvy because of the pandemic.  But, this is clear incompetence.  Since this has been going on since March 3rd, I have now emailed HP corporate.  I'd be surprised if this accomplishes anything.  We'll know soon enough.

[Echo_Lake]

@dave623

Welcome to the HP Support Community!

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[dave623]

@Echo_Lake -- The office of HP President and CEO Enrique Lores answered an earlier email advising me to call HP Sales.  The agent immediately put me through to a Case Manager who confirmed HP finally submitted the documentation needed by UPS Customs Brokerage.  UPS has verified receipt of the documentation and the computer has cleared customs.  It should be leaving the Louisville, Kentucky hub in the next day or two.  Upon receipt, I will post here and mark as solved, so long as the computer is not damaged or defective.  Fingers crossed!  

[dave623 · Accepted solution]

The computer arrived yesterday and is now up and running flawlessly.  Special thanks to HP's @Echo_Lake and @Patty-B as well as the HP corporate office.  This thread is solved.