Poor communication/customer service from HP

[twinran1]

I recently had a problem with my All-in-One as it would not receive complete faxes.  After spending hours with the tech. people via the online chat option, it was determined that the problem could not be solved.  I was offered an upgraded All-in-One at a reduced rate with free shipping etc.  I asked how long it would take to receive the shipment (this was a Friday) and was told the following week.  I asked what the cost would be to have the product shipped overnight as we needed it for our home business.  I was given the price and told that the product would be there the next day by noon (Saturday).  My confirmation e-mail stated that the shipment method was "Shipment Method: FED-EX NEXT DAY (AFTERNOON)" 

Well, the next day I went on the Fed. Express website to track the package only to discover that the unit was sitting in a Fed. Express warehouse 20 min. from my home.  I called HP and was told that HP is not contracted with Federal Express  to deliver on weekends!  I called Fed. Express and they said that I could not go to the warehouse and pick the unit up as it was still in a container.  Ok, why was I promised I would have it by the next day if HP doesn't have a delivery on Saturday????

HP did refund the Fed. Express shipping fee but the unit was still delayed several days.

Also:  why oh why doesn't HP use American's on the phones to talk to Americans????  I am so sick of struggling to understand the customer service people because they are based in India!!!!  This makes the situation that much more frustrating.

[SandyD]

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