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Shawn94
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Solved!

Canceling an order

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HP Envy x360 15t-ed000 Touch

I placed an order for a laptop with custom specs late Saturday night/early Sunday morning (11-28, 11-29). I can provide my order number, if needed. I quickly realized that one of the options selected was not correct, so I sent an email per your cancelation policy requesting cancelation, and I placed another order for the laptop with the correct specs. I didn't hear back, so on Monday 11-30, I contacted customer support, who said they were unable to help, but guaranteed that if I had sent an email, the order would be canceled and I would receive confirmation sometime today (12-1). I have not heard from anyone, and my card is showing two charges. This has put my card close to its limit, and if I do not receive an answer by tomorrow, I will have no choice but to contact the company and report fraud. Please help me with this issue so I can avoid this step. I understand you're busy, but I have no want for 2 laptops, and I certainly cannot afford to have my card maxed out, so I would much prefer you cancel the order before it ships and I am forced to let my bank handle the refund.

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The_Fossette
HP Support Agent
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@Shawn94

 

I reviewed your post and I understand that you had canceled an order however, you have not received any confirmation for the same.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you contact our sales team and they will be able to assist you in this regard.

 

Click on the below link for contact information.

 

https://store.hp.com/us/en/cv/customerservice

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

Shawn94
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Thanks for the response, but it was not helpful. I've spent over 8 hours of my life trying to get this resolved, mostly waiting to speak with agents either through the chat or on the phone, and the most recent agent promised me for the second time that the cancelation would take effect by now. However, I just received an email saying there would be no cancelation and I would need to waste another day trying to contact your incompetent support team to request a return. I have forwarded this nonsense to my bank, and I will now let them handle it.

 

If anyone else sees this and is considering placing an order, I strongly recommend you support literally any other company. This one is lacking in customer service ethics. 

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The_Fossette
HP Support Agent
HP Support Agent
28,810 28,795 1,917 2,543
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@Shawn94

 

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any. 

 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

 

Response times may vary by region. 

The_Fossette
I am an HP Employee

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Shawn94
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Unsurprisingly, I still haven't heard from anyone. 

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