Misdelivered order

[KaRoLe8]

On 12/18/2021 Saturday FedEx misdelivered the laptop I ordered online on Black Friday.  After I was notified that my package was delivered I looked everywhere then I called FedEx right away so they can correct their mistake but they do not have the same sense of urgency. Instead, their customer service created a case for me and assured me their case handler will call me after 24 hours. I called back after 24 hours on 12/19/2021 and was advised to wait 48 hours.

What I find odd were the notifications I received from FedEx. My original delivery date was 12/9/2021 then I got notified that it was moved to 12/13 then another notification that it was moved again to 12/14 then no notifications. Suddenly, on 12/18 at 5:00 AM, I received the notification "The estimated delivery time window for your shipment isn't available. You'll receive an update if it becomes available." I received the same notification at 11:15 AM then out of nowhere at 12:34 PM I got notified that my package has been delivered and signed by (initial of first name then complete last name). That was really suspicious. 

HP Customer Support is closed on weekends so I called them Monday morning 12/20/2021 but there was an advisory that due to severe storms part of their contact center operation is closed and I was referred online so feeling desperate and seeing no other means to reach out to HP, I emailed HP Corporate. Apparently, if you do that it will be addressed to the HP CEO / President. I informed him that my laptop was misdelivered by FedEx then I provided all the details.  While on the HP website I read that if an order is missing, misdelivered, or has been stolen a police report may be required in order to handle the claim. 

Before noon on that Monday, I went to the police station my area is under to file a police report because during the time FedEx claimed they delivered the package I was in the garage with the doors open and no FedEx truck stopped near my house. Also, the person they claimed who signed for my package is nobody I know. I am sure my nearby neighbors don't have that last name.

On the afternoon of the same Monday, HP Executive Escalations emailed me and said they will contact me within 3-5 business days. HP.com Store Escalation Manager who reached out to me  via email the following day 12/21/2021 assured me that "HP will investigate the delivery and will replace the order after the investigation." It sounded promising and reassuring. I informed him then that I already filed a police report and gave him the details. 

I called FedEx again on 12/22/2021 to get an update on my case and the customer representative that I talked to said that the case handler has been notified and that I will receive a call after the investigation. I waited but I receive no phone call from the case handler so I called them again on 12/27/2021 and they admitted that they misdelivered my package and that they tried but were unable to recover it.

I also waited for HP to do their investigation then on 12/28/2021, I tried to call the Sales number the Executive  Escalations provided 1888 9994747 but I got nowhere with the automated system assistant Holly so I called Customer Support at 1800 4074005 and I was on queue for 1 hour and 58 minutes. 

I decided to email the Escalation Manager after hanging up with customer service because I haven't received any updates. He called me and informed me that he sent an email to the Delivery Advocates to get the status of my order replacement. I informed him about what FedEx told me. I even informed him that it was my first time to order at hp.com and it was a letdown. I pointed out that HP should have used a courier service that is responsible, competent, and most importantly trustworthy. He dismissed it and said that as a customer FedEx probably just said that to get me off the phone and that they at HP can make FedEx do their bidding.

The following day 12/29/2021 the Manager emailed and informed me that the Delivery Advocates emailed FedEx to trace and redeliver my order.  Again, this was after FedEx already said they were unable to recover the misdelivered package. 

On 1/6/2022 I emailed the Escalation Manager to ask for an update and he replied the following day 1/7/2022. He said he checked on my issue and the order showed it was signed for so I need to file a police report and forward a copy to hhocustomerdelivery@hp.com. 

An hour after I received that disappointing update from the Escalation Manager, I took a picture of my police report and all the documents related to my issue that I brought with me when I went to the police station back in 12/21/2021 and I sent it right away to the email address he provided. 

Yesterday, 1/10/2022 I emailed hhocustomerdelivery@hp.com to verify if they have received my previous email. I am yet to hear back from them. 

Needless to say, this has been a long exhausting process. I don't know how much longer it will take to get this resolved. I have done my part and I hope that HP will finally make it right with me. 

Update: The Escalation Manager called me yesterday morning 1/19/2022. Unbeknownst to me, since they were not updating me, he and his team were working on my claim. If I may suggest an update to the customer or perhaps give them a time frame so they are aware of what's going on. To be fair to HP, their Escalation Manager tried to process an order replacement for me yesterday unfortunately since the credit card I used for the HP order had to be replaced and my financial institution is currently working on a fraud charge (unrelated to HP) it somehow affected my transaction with them. So I'll likely get my refund and HP suggested I just purchase from a reseller. It would have been nice if HP have a physical store to buy from. Oh well. 

[whathappen2it]

Bump so they get real support. 

[Dragon-Fur]

@KaRoLe8 

Welcome to the HP Community.

I am sorry this happened to you.

I have forwarded your message to the attention of the Community moderator team.

Should there be a response, you will see that notice here before an agent uses other means to contact you.

Request for Review

• I have submitted a request that our Community moderators review your question / concern.

Worth Noting

• Our Community is not an HP business group.
• We are not HP Technical Support, nor are we HP Sales, Service, or Warranty.
• Our request for assistance on your behalf does not influence the outcome:  Our request is not a magic back door into HP Support.
• The time frame (how long it takes) for a response is not controlled by the Community.
• If / When there is a response, a Community moderator / agent will (should) post back on this thread before using other methods to contact you. 

Important

• Do not contact random numbers posted in a public or private message by “new members”.  Vermin are looking for victims – don’t be next.

• Please do not post any personal or case information here - we cannot make use of the data. 
• Posting personal information at a public site increases your risk from rats and scammers.

Thank you for participating in the HP Community.

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

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"