Laptop repair status "on hold"

[hobberzz]

I recently sent my laptop in to HP for repair (received by HP on April 24th), and for I belive the entire time since the status of the repair has been listed as "on hold". I did contact customer support last week via chat and so I am aware that it's on hold due to a lack of replacement parts! (I'd just use the same chat option again, but it's no longer listed; not sure if that's because it's a Sunday or if it's because my warrenty will have just expired.)

What I'm wondering is how long it will take for the necessary parts to come in? And, by extension I suppose, when I might finally receive my laptop again. Even if it's just a time window, I'd really like to know -- the estimated return date was initiall May 1st and there still hasn't been any progress since as far as I can see.

Any help would be greatly appreciated!

[AlexandruN]

Hello,

Not sure what sort of information you're trying to obtain from the forums, it's mostly customers and volunteers browsing these threads.

Even if an HP employee saw your post, you provided no information they could use to track your repair.

Just wait for it, be patient.

The company that makes repairs for HP more than likely placed an order for a large number of parts, not just the one for your computer and it's very difficult for them to promise a date when everyone knows how (un)reliable estimated delivery dates can be.

[Cheron-Z · Accepted solution]

@hobberzz

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).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

[hobberzz]

@AlexandruN

I generally see HP employess responding about private messages, at the very least -- that's the sort of thing I was hoping for! Not necessarily responses from customers. I'm new to the forums, so this was what I thought was the best option! (Calling HP directly is something I avoid if at all possible; it's so hard for me to understand accents, both parties just end up embarrassed and feeling awkward 😞 Trust me.)

Anyway! I wasn't sure what is or isn't appropriate to provide in terms of specific detail, so I opted to hold out and see what would be requested. I'm being patient, believe me; I was just wondering if it would be possible to get some ETA for parts or anything of that sort at all, didn't think it'd be an issue to ask! There's certainly no harm in asking.

Thank you for your response, though!

@Cheron-Z

Thank you so much!

[AlexandruN]

That was lucky, I generally don't see them do much for people posting on the forums randomly.

I suppose they give customers with premium units more attention, hope you get a satisfying response 🙂

Also, I wouldn't shy away from phone support if I were you, they'd probably end up offering additional compensation for the delay just because they want a 10/10 on that repair survey you'll be getting.

[hobberzz]

OH shoot, I didn't realize it was that uncommon! I'm glad I did get a response, then.

And that's actually not a bad point, haha! If it ends up being too long of a time I might end up giving in and calling anyway to inquire, surveys are powerful things... Thanks for the pointer! 😉