I'm not being given any help at all about my order and I need some answers about the order I placed.

[SeekingHelp24]

This is the second time that I'm posting this because within 2 min HP locked the post and sent me to the help pages that I've been through 5 or 6 times. I wasn't allowed to do anything on the post besides say that it was a helpful post which it very much was not. Please if there is a moderator that sees this, can you do more that tell me to go to the help pages.

I ordered a HP Pavilion Laptop for school on the 23rd. Unfortunately the one with the specs I wanted wasn't available so I used the customizing option to get the full HD screen I wanted, an SSD upgrade and the color that I liked. Nothing very fancy at all and I saw the estimated date to be built was September 4th. That seemed fairly reasonable and even if it was delayed a week or two, it wouldn't be the worst to go a week or two without a laptop. I confirmed the order and when I went to check the next day, the estimated time to ship had moved to October 4th with no warning. Through the entire checkout process the estimated shipping date remained at September 4th. 

Because it was the next day, the window to cancel had long since passed. I emailed to ask what the problem was and if I could change one or two things that aren't that important to speed it up a bit, because the thought of probably getting my laptop an entire month after the estimate, then the chance of it going one or two weeks longer, is really unsettling. I received a very generic "I really cant do anything" which I understand but is very frustrating. I tried to call and have never gotten through to anyone, having twice sat through 50 min holds, only to have to go to work and having to hang up.

I cant afford to purchase another laptop and then wait a month and a half or more to get my product and then who knows how much longer to get a return, assuming nothing goes wrong and I can get a return, and then pay the restocking fee, and then wait to get the money back for who knows how long. Do I have any options at all? Or do I just have to accept the fact that I wont have a laptop for a month and a half or more because I didn't think to check to make sure the expected time to ship didn't wildly change immediately after purchase.

[Dragon-Fur]

@SeekingHelp24 

I am sorry you are stuck.

Ordering in June might have helped, though Custom orders do take a lot of time anymore...

Unfortunately, posting again won't help.

Why?

Only the HP Store where you placed the order - and the HP Store Customer Service - controls purchase / order / cancellation - "everything" store related.

We - the HP Community - are not the Store.

We do not have access to any of the help you want / need.

Stuck on hold...

Wait times can be long, tedious, and difficult when you don't have the time to stay on hold long enough to get through.

What to do?

Honestly, I don't know.

The Community does not have the means to make this better or change the situation for you.

This is why the suggestion will always points you back to where you ordered the computer.

Custom orders are notoriously difficult - the world wide chip shortage means that custom orders suffer more than delays suffered for other reasons.  What "should be right" is not always what happens.  I've checked for a custom order on a system that I'd like to have - estimated build time is November 2021 AND one of the items I want is no longer available.  Yes, it is a highly specialized build.  Not your problem, of course - this is just an example of what can happen even before you order and think you are getting what you want.

HP Online Store – USA

 Store/HP.com USA Sales

 Not your HP store?  Scroll to the bottom of the website and click the Flag to change regions.

Customer Service - Examples

• HP Store Customer Service - USA

 For example:  Self-Help Service, Account, Security and Privacy, Tracking, Change Order, Returns and Cancellations, FAQ, Shopping, Shipping and delivery, Rebates / Coupons, Product Support, Parts and services

OR

• HP Store - UK - Customer Service - Contact the Store

Under “I’m looking to buy…” > Select Home Products

Under  “I would like to…” > Select Contact a product specialist before I buy

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[SeekingHelp24]

So do you know of any other options besides hoping my cancelation order is approved? (I just got through to someone after an hour and they said they would send a cancelation request but that it was a "50/50 chance that this is approved") I was thinking of invoking some of the Consumer rights act but if there is an easier way to guarantee a cancelled order I would love it. 

I asked the person I got through to and they didn't give me any other options besides swapping it for a ready to ship with "similar" specifications but didn't give me the specifications on it and it would still be a cancelation request so still no guarantee.

For reference on the consumer rights act:

If a merchant learns that they cant ship an order within 30 days, they need to obtain consent from the consumer to go through with the purchase, and if that consent is not given they must cancel the order and issue a full refund. 

The one I'm less sure of is te right to cancel, basically stating that if you ordered something online, you have the option to cancel the order within 14 days, but that is a lot more tedious and it also excludes customized items, which I'm sure that my item is, even though its just assembled parts, they are assembled for me so it may not apply. 

Im also worried that they will tell me that my cart didn't say September and instead said October and therefore I gave my consent. 

Also one last little question because I'm not sure if this is specifically what the policy is referencing, but can I return any customized items?  I didn't get an answer from anyone. 

[Dragon-Fur · Accepted solution]

@SeekingHelp24 

You are asking questions for which I do not have an answer.

Quoting consumer rights to me is not something for which I can - or will - provide any response.

I am a random individual who answered your plea.

I am not about to embroil myself in opinions about consumer law.  Shudder.

That said, I do think you might talk to family or a friend to get a "second opinion" about what you want to do.

Were it me, I would consider my options and pick the one that sounds least likely bite me like a snake in the grass.

That is an opinion, after all.

I hope you get it sorted.

Good Luck.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[Prométhée]

Hello
unfortunately, indeed, difficult to advise anything this message, challenged me
I first looked at the hp conditions on the US site

https://www.hp.com/us-en/shop/cv/customerservicechangecancelorder

I'm not going to go over it again, but a little surprised, it seemed to me that at home it was different ..
But I was wrong, or has it changed ...
but it seems to be the same thing, we can not cancel, only after reception, I admit that I am a little confused!
I just have one thing that I did not find on the US site, but I find it is not very clear

https://www.hp.com/fr-fr/shop/faq.aspx?p=my-orders-my-account#how-to-cancel-or-modify-my-order

How to cancel an order that has not been delivered
You can cancel items or orders that have not been shipped by going to the "Check the status of my order" section.
Step 1: Go to "Check the status of my order" at the top right of the site.
If you are a registered customer, please log into your account and then click on "My Orders". If you do not have an account with us, you can still access the "Check the status of my order" page by providing your order information.
Step 2: As a registered customer, select the order you are interested in. If you are not registered, you will only have access to the command you selected when you logged in.
Step 3: Click on “I have a question about my order”. Choose the product you want to cancel or the entire order and select "I want to cancel my order".
Step 3: Submit your request by selecting the reason for your request and providing a comment if applicable.
You will receive a message confirming receipt of your request to your account email address.

As our processing times are very short, we cannot guarantee that it will still be possible to modify your order before it is sent.

Orders already shipped can no longer be canceled; if you can, refuse delivery when the carrier arrives. Otherwise they must be returned to HP. For more information on returns, please see our section: Returns, Refunds and Replacements.

We can think that if the order is not yet on the way, then we can cancel, it is contradictory!
In any case, I do not really understand this, if the computer is not yet built, why would it be so difficult to cancel!
Bad point for the store on this occasion

[SeekingHelp24]

I unfortunately could not get past the order details, as selecting the "i have a question about my order did not give me any options to click. I waited though the long hold time and got someone to submit a request to cancel but I was told that it would be a 50/50 chance that I would be able to.