cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
DorianB
New member
1 0 0 0
Message 1 of 2
159
Flag Post

Very Disappointed Customer.

HP Recommended
Pavilion
Microsoft Windows 10 (32-bit)

I bought a Pavilion Laptop in Black Friday 2020. In December 2020 the Laptop arrived and I started using it to work from home. Suddenly in January 20, 2021 I notice a very loud noise like a fan noise and I called HP Technical Support. The Tech Specialist determined that it was a software issue and he transferred me  to customer service. The customer service representative offered me the option of exchanging the laptop. Unfortunately, they did not have the same laptop at that time. Therefore, I had to exchange it for another laptop and I customized it to have all characteristics I used to have in the other one. The order was confirmed and I was supposed to receive it in February 12, 2021. I kept checking the status of my order and I wasn't able to see  and update in the status. I called HP customer service and they noticed that there was a pending extra charge for $219 that was never completed by them; therefore, the order was not received in their industry to be assembled. The customer service representative completed the order and charged me the extra $219 and wrote a note that  once I received the laptop, the $219 will be refunded to my credit card. The new delivery date changed to February 22, 2021 which was yesterday. In February 9, 2021 I received the shipping confirmation with the Fedex tracking number. I called yesterday to Fedex because the tracking information stated that the order was arriving that same day; however, the tracking history stated that the package still in Shanghai, CN. Fedex told me that HP representative has not given clearance to the package in their facilities in Shanghai. This was very weir because the packaged arrived to Shanghai 10 days before in February 13, 2021. I called HP customer service again and I was told that they believed that the package is in Memphis, Tennessee. Today, February 23, 2021, I received an update saying that the package is arriving before 12:00 PM; however, the history stills showing the package in China and I live in Miami, Florida. Can some one please provide an accurate answer to when the package will arrive to my house? Can you train your personnel to provide solutions to the customers? The customer needs straight answers and no lies to cover mistakes.

1 REPLY 1
KrazyToad
Retired
Retired
22,744 19,075 1,374 1,456
Message 2 of 2
Flag Post
HP Recommended

Welcome to HP Support Community


I understand your concerns and frustrations

 

I will escalate your case to HP's regional escalation team and a case manager will get back to you

 

Please check your Inbox


Thank you


If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

KrazyToad
I Am An HP Employee

Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation