Cancelling an Order

[Basu_Ananya11]

I needed to order a recovery disc for my hp laptop. The customer care executive sent me a link for payment. It was only after the payment that I realised that the link was for ordering a pen drive and not a disc. When I called up hp to cancel the order since the pen drive was double the rate, i was told there is no cancellation policy. I spent over half the day yesterday trying to convince them that a) it was unfair to have sent me a link for the pen drive when I specifically asked for a cd b) that therefore I would like to cancel because I should be given that option c) the fact that there is no way to contact the vendor IPSoft is also unfair on the customer because all HP says is that since they don't deal with the orders they can't do anything but they also don't provide customers with the option of dealing with IPSoft directly. I am now getting mails from IPSoft about my order being dispatched, but there is no way I can communicate with them. d) if there is no cancellation policy, it should state that either in the ordering email or the payment link

Please tell me how to cancel this order and get my 

[sandytechy20]

@Basu_Ananya11

Welcome to HP Support community.

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 Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Cheers.

[Basu_Ananya11]

Hi, not sure what is happening since I am yet to get a response to the mails I sent to the HP staff who contacted me. Meanwhile I did receive the pen drive and that too in a damaged condition. It is clearly a used pen drive and on contacting the company IPSoft I was told by them that the damages are just a result of transportation and they won't refund me for it. They also mentioned that it is HP's responsibility and that I should take it up with you. 

HP India customer care on the other hand repeatedly tells me that since it is outsourced they can't do anything about it. 

So is this an India thing? Are consumer laws and regulations against fraud just flippantly ignored by HP in India? I'm not sure this is something that'll happen elsewhere. 

Really frustrated with the back and forth between HP and IPSoft. How can it be no one's responsibility?????

[sandytechy20]

@Basu_Ananya11

I am sending you a private message requesting few details. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

Cheers.

[KrazyToad]

@Basu_Ananya11

I will escalate your concerns to the appropriate Team and they will get back to you soon

Thank you

[Basu_Ananya11]

Hi, I'm not sure what's happening. It seems like both HO and IPSoft have full impunity irrespective of any consumer rights. If that is the case, I'd like to be told upfront so that I don't end up pursuing this only to hear that nothing can be done. 

[sandytechy20]

@Basu_Ananya11

This case has already been escalated, the appropriate team will get in touch with you in 2-3 business days.

Cheers.

[Basu_Ananya11]

Hi, yet to hear from you guys.

[sandytechy20]

@Basu_Ananya11

The appropriate team is working on this case, they will get in touch with you ASAP. 

Cheers.

[Basu_Ananya11]

Hi, it's been more than a month since I faced the issue. Can you please tell me the status? I know that the team is working on it but by status i mean what step is the team on. Would highly appreciate keeping me in the loop since my money is the one that's gone.