Custom Laptop Shipping Delay...

[flokitown]

Hi there,

I'm experiencing the same problem with a custom laptop order. Here is a timeline: 

• Nov 29: Ordered laptop on Cyber Monday.  Est ship date 12/10; Est delivery date 12/16
• Dec 1: "Gathered components" completed per Order Status page. Est ship date 12/10; Est delivery date 12/16
• Dec 8: "Built custom unit(s)" completed per Order Status page.  Est ship date 12/10; Est delivery date 12/16
  • I noticed that "Quality testing & packaging"  was scheduled for 12/15. How could this be if the laptop was due to arrive 12/16?
• Dec 14: Notified via email that the ship date has been delayed til 12/16; Revised delivery on or before 12/24
• Dec 15: "Quality testing & packaging" still not completed per Order Status page. Revised ship date 12/16; Revised delivery date 12/22.
• Dec 22: No update on Order Status page. Revised ship date still read 12/16; Revised delivery date 12/22.
• Dec 28: Called Customer Support line and waited on hold for 3 hours and 2 minutes. The automated system hung up on me.... "due to technical difficulties, we can't take your call at this time"
• Dec 29: Chatted with a live agent on HP's website. Wait time less than 10 minutes.
  • Live agent stated that my estimated ship date is now JANUARY 27.... Estimated delivery date between FEBRUARY 1 - 7 !!!
  • "Our factory team is experiencing a reduction in capacity due to the impact of the recent global health crisis and our workers are returning to work as quickly as is safely possible. This is a worldwide challenge and nearly all companies are impacted in. HP is working closely with our teams and partners to accelerate return to full production for our supply chain."
  • I asked if shipping could be expedited as a courtesy. I was told "As much as I love to do that however once the order placed after 1 hour we can't do made changes on the order."  

Due to the inconsistencies thus far, I am not convinced that the new ship date is accurate.  I am beyond disappointed that I may have to wait another month for my (already assembled) laptop to be shipped out. This is my second and last custom build with HP. I will post an update when possible.

Please let me know if you've seen any progress with your order. 

Thank you & good luck!

[DarkDoc]

Yes I did see some progress.  I was sent an email stating my delivery date moved from 12/20/2021 to 03/31/2022 and was given a refund option.  I quickly requested a refund.  Also, I ordered a custom Razer Blade 15 Advanced same day from HP's competition and received it the following week.  I'm up and running and happier than I likely would have been otherwise.  I will never buy from HP again nor recommend them after spending well over $10K over the years with them.

Good Luck!

Here is the email let down I got from them...

We sincerely appreciate your business and know that you are eager for your custom HP OMEN 15 Laptop PC to arrive. Due to unprecedented global supply challenges this holiday season, we regret to inform you that your order is no longer expected to arrive before December 25th.

When will my order arrive?
We now expect your order to ship by March 31, 2022, and you can expect delivery within 5 to 7 business days.

What can I do in the meantime?

• Track your order – Once your order is prepared for shipment from our factory, your tracking number will be sent via email. When you do receive tracking details, please give it a couple of business days to begin populating updates. While unlikely, it may be possible to experience a delay in carrier transfer or U.S. Customs; we are monitoring these and taking the necessary action.

• Manage your delivery – If you need to adjust delivery preferences, visit FedEx or UPS to learn more and sign up for free. Please note that available options may update once your order ships and as shipment progresses. Due to the high value of our shipments, certain options are restricted to reduce fraud.

• Change your order – We hope you will be able to wait for your custom PC - it will be worth it! However, if you do wish to cancel, we will issue a full refund of your purchase price. Please confirm your cancellation request here by Monday, December 27th, 11:59 PM EST

. You can expect your refund within 5-7 business days after we receive your request. Keeping your order? Great! No response is required in this case.

[hal28]

Ordered my desktop on 11/27, black Fri weekend.  Original est ship date was Dec 17th, then it moved to Dec. 28th, then Dec. 30th, and now the latest est ship date is  Jan. 10th.  I don't have any confidence in their estimates.  

Curious if anyone who has ordered a system after black Fri weekend or cyber Monday has received their order.  I'd like to see if they are actually processing orders in first in first out... 

[hal28]

Update: good news on my order.  It actually shipped 1 business day ahead (1/7) of the revised shipped date (1/10)!  @Flokitown Hope your order ships soon too!  Good Luck!