Missing Package

[twilliam4]

Hi there.

I ordered an HP Omen gaming desktop for my brother as a Christmas gift, waited about 2 weeks and then it got “delivered”.

I wasn’t home at the time, FedEx messed up during shipping and the label had to be reprinted (I have a screenshot of this), and according to FedEx’s tracking number, someone signed for my package whom wasn’t me. The name associated with the signature isn’t even close to my name.

I contacted HP about an hour after I noticed the tracking number was marked delivered and they said they opened a lost/missing investigation for my order, cool!

I follow up today and as it turns out they denied everything because “note from our Specialist that the order was delivered an hour after creating the lost case online." like what the heck does this even mean? I have the chat log of me chatting with HP within an hour AFTER my package was delivered and signed for by some random person!

The representative (very nice BTW) said she re-activated the claim and now I am required to submit a police report, I work everyday in the ER and this is something I don’t have time to do on my end and filing a police report cost money, I don’t understand why HP wants me to essentially call out of work, miss money and then spend money on a police report to get anywhere with the investigation. The signature tied to the package isn’t even my name, how is that not enough evidence that FedEx possibly delivered to the wrong address?

I told the representative that since Christmas is now closer than when I originally placed my order that I don’t want a replacement as I’m worried I won’t get it in time or if FedEx messes up again. I asked for a refund to be processed but apparently nothing can be done without a police report, I informed the rep that I’ll dispute the charge with Chase if my solution isn’t met.

This is my first time ordering from HP and it’s been a **bleep** disaster.

[fbrfbreb]

I'm in the same situation... waiting to hear back from the investigation. Very frustrating.

[Raj_05]

Hi @twilliam4,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support 

[twilliam4]

I’ve done that, ya’ll don’t really do much to help.

Edit: I need a serial number to contact anyone to which I don’t have ‘cause I don’t have my computer I ordered since it was LOST, lol. 

[twilliam4]

Let me know your outcome..

Did you obtain a police report?

[Irfan_06]

Hi @twilliam4,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that you are looking for information related to your order from HP.

The support here is limited and your concern might require one-on-one interaction to assist you further.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support