Unacceptable - No Customer Service, Order Not Delivered

[Dansac1]

This is outrageous. My order was returned to shipper for undisclosed reasons. It is impossible to get anyone on the phone for customer service, and I was told thrice my order was being filed for reshipment to no avail. I made my order one month ago and I haven't got my unit and no one helps me. I have spent over 15 hours on hold on the phone in the last week.

I have never in my life experienced worse customer service than this.

[Echo_Lake]

@Dansac1

Welcome to the HP Support Community!

I want to thank you for taking the time to speak to us today. Your business means a lot to us. 

As we have limited support boundaries in the support community as of now. 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).
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[Alex454]

I am experiencing similar terrible customer support with a repair order. Since almost two weeks I keep being lied to that my laptop will be picked up soon. Yet, nothing has happened and I have to keep taking initiative. HP is simply unacceptable with their customer support. Never experienced something like it before...

[Dansac1]

This is outrageous. I was contacted last tuesday and told reshipment information would be given within a day. No such email arrived to this day it has been a week. It has been well over a month since I placed my order.

From: Do Not Reply 
Sent: Tuesday, January 4, 2022 4:51 PM
To: D
Subject: Follow-up on your call for HP.com Store Order [Personal Information Removed]

Dear Daniel,

Thank you for contacting us for assistance. I sincerely apologize for any inconvenience you may have experienced with your order.

I am working on your case and will be following up with you shortly.

We already escalated the case to our warehouse in La Vergne TN to reship your order within today or tomorrow. We will notify you the tracking details in your email shortly.

Order Number:  [Personal Information Removed]

Product:  HP Pavilion Aero 13z-be000 Laptop PC 

If there is anything else you need help with, please do not hesitate to contact us at [content removed], between 8 am and 8 pm Eastern Time, Monday through Friday.  Any team member would be delighted to assist you!

Sincerely,

[content removed]

This communication, and any files transmitted with it, are HP Confidential and intended solely for the use of the individual or entity to whom it is addressed. If you have received this in error, please discard the message and notify HP directly.

_____________

Sun 1/2/2022 12:32 PM

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To

To whom it may concern,
I was contacted by an agent on Wednesday the 29th regarding this issue which has been going on for weeks. The gentleman said he was going to write me an email confirming the details for reshipment. It's January 2nd and I still haven't received such email, nor an updated on the information. It has been a month since I place my order, and I believe some compensation is well due. If I don't receive the confirmation within 48h I will cancel my order and go public.

I am attaching the original e-mail below.

All the best,
Daniel

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From: D
Sent: Tuesday, December 28, 2021 4:01 PM
To: hpresolutions
Subject: Order Problem [Personal Information Removed]

To whom it may concern,
My name is Daniel. I placed an order for an HP Aero 13 on December 3rd (order number: [Personal Information Removed]). The order was scheduled to be delivered on December 21st, but the package was "refused and sent back to shipper" for unknown reasons. I got in touch with Customer Service and they said they couldn't help and had to call the [content removed] number. 

I have spent about fifteen hours on the phone on hold without getting through to anyone. A representative told me they had filed for reshipment and I was getting a redelivery within 48h. This was on the 22nd. But it's the 28th and I still have no tracking number or update on my order. I posted on the HP assistance forums, on the twitter account, and no one has helped me. If I don't have a solution within the next 24 hours I am initiating legal action.

I am attaching copies of the chat logs, and of the phone log. 

This is the worst instance of customer service I have ever experienced. There is simply no excuse to not have anyone answer the phone for customer service for days. Unsurprisingly, if you want to get a sales agent on the phone that takes 5 minutes.





Daniel 

[whathappen2it]

Yeah they obviously do not care.