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‎12-21-2020 04:03 PM

HP Recommended

same here. As per original estimates, I am supposed to receive the laptop today (21st Dec). Still the Fedex tracking status is still showing as "Clearance Delay' for more than 4 days.  It's a good lesson learnt from HP.  Don't see any option now since it is very difficult to talk to the right customer service person. Have to wait and watch (hope the custom clearance will happen soon)

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‎12-21-2020 04:15 PM

HP Recommended

Call this number

(650) 857-1501

The operater will transfer you to the order status line, where you will wait for hours and no one pick up you call. After so many times I insist talk to a senior personnel, he reluctantly transfer ed.

The dude told me the laptop was shipped I can not cancel it. And it is Fedex's fault. And finally he told me that he can transfer me to the order status line. After i told hime I had been waiting in that line for hours. And he told me I do mot need wait because he can put me in the front of the queue. ( now I knew why we were waiting for so long)

After 2 minutes, I was able to talk to a rep. After I give him my order number he just hang up. What a **bleep**.

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‎12-21-2020 04:16 PM

HP Recommended

Some people have had theirs clear today, and are expecting delivery. My package hasn't had any change or updates. It originally shipped on the 12th and now is sitting in clearance delay. Since people from last week are just now starting to see theirs released I'm thinking mine might not be released until next week. That's just a guess, I haven't been able to get an actual estimate from anyone. I made my phone calls and did what I could. I've chased various packages for days now, and I'm pretty much at the point where if they arrive I'll be thrilled. 

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‎12-21-2020 06:30 PM

HP Recommended

I definitely need it before Jan. 1, I ordered another one from Costco, will use and return it back to costco.

I am really sorry HP, trying be nice, I have no other choice.

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‎12-21-2020 06:48 PM

HP Recommended
Mine is like this. I ordered a new one from Costco, will use and return it. Son of the B1tch HP
Shipped with FedEx 
Saturday, Dec 19
4:55 AMClearance in progress
4:55 AMClearance in progress
MEMPHIS , TN
1 person found this reply helpful
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‎12-22-2020 07:05 AM - edited ‎12-22-2020 07:17 AM

HP Recommended

Anyone find out if HP or FedEx was at fault? I see in my order status that there was a scanning issue on 12/13 when the pallet showed up in Memphis that they show it "In Transit" back in Shanghai. Anyone try to successfully get a refund and how did they succeed?

 
 
  • Tuesday , 12/22/2020
    4:58 am
    MEMPHIS, TN
    Clearance in progress
  • 4:58 am
    MEMPHIS, TN
    Clearance in progress
  • Saturday , 12/19/2020
    4:37 am
    MEMPHIS, TN
    Clearance in progress
  • 4:37 am
     
    Clearance in progress
  • Friday , 12/18/2020
    9:40 am
    MEMPHIS, TN
    International shipment release - Import
  • 7:04 am
    MEMPHIS, TN
    International shipment release - Import
  • Wednesday , 12/16/2020
    1:53 am
    MEMPHIS, TN
    Clearance in progress
  • 1:53 am
    MEMPHIS, TN
    Clearance in progress
  • 1:52 am
    MEMPHIS, TN
    Clearance in progress
  • Tuesday , 12/15/2020
    3:17 am
    MEMPHIS, TN
    Clearance delay - Import
  • 2:45 am
    MEMPHIS, TN
    Clearance in progress
  • Monday , 12/14/2020
    9:17 pm
    MEMPHIS, TN
    Clearance delay - Import
    Customer has requested non-express clearance.
  • 8:02 pm
    MEMPHIS, TN
    In transit
    Package available for clearance
  • Sunday , 12/13/2020
    9:19 am
    MEMPHIS, TN
    Arrived at FedEx location
  • 8:10 am
    SHANGHAI CN
    In transit
  • 3:40 am
    SHANGHAI CN
    In transit
  • 3:31 am
    SHANGHAI CN
    International shipment release - Import
  • 12:36 am
    ANCHORAGE, AK
    Departed FedEx location
  • Saturday , 12/12/2020
    11:09 pm
    ANCHORAGE, AK
    Arrived at FedEx location
  • 11:00 pm
    SHANGHAI CN
    In transit
  • 6:42 pm
    SHANGHAI CN
    International shipment release - Import
  • Friday , 12/11/2020
    10:49 am
    CHONGQING CN
    In transit
  • Thursday , 12/10/2020
    11:42 am
    CHONGQING CN
    In transit
  • Wednesday , 12/09/2020
    9:21 pm
    CHONGQING CN
    Left FedEx origin facility
  • 9:20 pm
    CHONGQING CN
    Picked up
    Package received after FedEx cutoff
  • 8:19 am
     
    Shipment information sent to FedEx
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‎12-22-2020 07:26 AM

HP Recommended

I thought that with mine as well, but it ended up that wasn’t the case. If you go to the tracking history and change the scan time to other, and then pick your local time zone it will resort to a more accurate list. The issue is that the default listing is by scan time to the local facility. Since it’s listing the local time of the scan things get out of order when your doing things like crossing time zones and date lines. Why it’s this way is anyone’s guess since it seems it would be useful to almost no one. Try that and see if it still says that it’s back on its way to China 

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‎12-22-2020 07:41 AM

HP Recommended

Thixen97 is exactly right. They sort by local time zone and so it makes it look like things are crisscrossing all over, but in reality it's not. 

 

As for whose fault it is? This situation is what in the logistics world I'd call the perfect storm. You have an overwhelmed shipping lane, a bogged down customs queue and a third party shipper who is trying their best to play middle man. In the midst of that someone, likely at HP, made a mistake. The initial mistake itself may have been small, but when compounded with everything else it becomes a much larger issue. Trying to resolve a problem like this once it's gotten to this magnitude is harder than it may appear. On top of that they have literally hundreds of customers calling saying "where's my package?", "what's going on" and rightly so. People are trying to figure out if they are going to have their order in time for Christmas. 

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‎12-22-2020 07:47 AM

HP Recommended

I agree with Nmwanderer, I used to do international shipping for a software company. Granted it wasn’t with anything as large as this, but it seems when you’re dealing with customs when things run smooth they run really smooth, but when things run bad they run really bad. There is no middle ground. 

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‎12-22-2020 07:49 AM - edited ‎12-22-2020 07:52 AM

HP Recommended

Fixed. Looking at 12/14: "Clearance delay - Import. Customer has requested non-express clearance.". Did FedEx contact HP to correct the missing info, and HP just told them to suck it up, or did FedEx fail to update the information before it shipped? FedEx/Customs seems to be the ones trying to rectify the situation and HP told a customer that the "Lawyers were working on it". So I'm leaning towards HP is trying to blame FedEx and not going to offer up refunds.

 

 

 

  • Tuesday , 12/22/20205:58 am
    MEMPHIS, TN
    Clearance in progress
  • 5:58 am
    MEMPHIS, TN
    Clearance in progress
  • Saturday , 12/19/2020
    5:37 am
    MEMPHIS, TN
    Clearance in progress
  • 5:37 am
     
    Clearance in progress
  • Friday , 12/18/2020
    10:40 am
    MEMPHIS, TN
    International shipment release - Import
  • 8:04 am
    MEMPHIS, TN
    International shipment release - Import
  • Wednesday , 12/16/2020
    2:53 am
    MEMPHIS, TN
    Clearance in progress
  • 2:53 am
    MEMPHIS, TN
    Clearance in progress
  • 2:52 am
    MEMPHIS, TN
    Clearance in progress
  • Tuesday , 12/15/2020
    4:17 am
    MEMPHIS, TN
    Clearance delay - Import
  • 3:45 am
    MEMPHIS, TN
    Clearance in progress
  • Monday , 12/14/2020
    10:17 pm
    MEMPHIS, TN
    Clearance delay - Import
    Customer has requested non-express clearance.
  • 9:02 pm
    MEMPHIS, TN
    In transit
    Package available for clearance
  • Sunday , 12/13/2020
    10:19 am
    MEMPHIS, TN
    Arrived at FedEx location
  • 4:36 am
    ANCHORAGE, AK
    Departed FedEx location
  • 3:09 am
    ANCHORAGE, AK
    Arrived at FedEx location
  • Saturday , 12/12/2020
    7:10 pm
    SHANGHAI CN
    In transit
  • 2:40 pm
    SHANGHAI CN
    In transit
  • 2:31 pm
    SHANGHAI CN
    International shipment release - Import
  • 10:00 am
    SHANGHAI CN
    In transit
  • 5:42 am
    SHANGHAI CN
    International shipment release - Import
  • Thursday , 12/10/2020
    9:49 pm
    CHONGQING CN
    In transit
  • Wednesday , 12/09/2020
    10:42 pm
    CHONGQING CN
    In transit
  • 9:19 am
     
    Shipment information sent to FedEx
  • 8:21 am
    CHONGQING CN
    Left FedEx origin facility
  • 8:20 am
    CHONGQING CN
    Picked up
    Package received after FedEx cutoff
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