Missing Pen in New HP OmniBook Ultra Flip 14-fh0008ca Package

[pinguX]

Hi,

I recently purchased an HP OmniBook Ultra Flip 14-fh0008ca from Best Buy Canada. According to the product description on HP’s website, Best Buy’s listing, and even the label on the box and keyboard cover, this model is supposed to include an HP stylus pen. However, upon unboxing, I realized that the pen was not included in the package.

I contacted HP support by phone and was advised to reach out to Best Buy. Best Buy then told me that they do not take responsibility for missing accessories in sealed boxes and only offered a full return, which I would prefer to avoid. The box was factory sealed and unopened when I received it.

I really like this model and would prefer not to return it, especially if the missing pen is something HP can provide directly. Could anyone kindly let me know how I can obtain the pen that was supposed to come with the product? 

Here is the product link for reference:
https://www.bestbuy.ca/en-ca/product/hp-omnibook-ultra-flip-14-touchscreen-laptop-eclipse-grey-intel...

Thanks...

[Kuroi_Kenshi]

Hi @pinguX,

Welcome to the HP Support Community! 

Thank you for reaching out and sharing your experience.

I truly understand how frustrating and exhausting this entire situation must feel, especially after all your efforts to resolve it.

To help me look into this further and provide the right next steps, could you please share a copy of the purchase invoice with me via private message? Once I receive it, I’ll personally review the details and get back to you with what can be done from here.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

You can use this link as well: 

Private Messages - HP Support Community

We truly appreciate your patience and are committed to getting this addressed properly.

If you have any other questions or concerns in the meantime, feel free to reach out.

Warm regards,

[pinguX]

I am extremely disappointed with HP’s current state of customer support. An HP-badged person asked for my invoice, serial number, and product ID, then vanished without providing any real help. This creates the impression that HP staff are more interested in collecting sensitive customer information than actually resolving issues.

Your official Support Community, rather than being a place of assistance, feels like a playground for scammers. By failing to properly moderate and protect your customers, HP is essentially enabling fraud.

For a company that once stood for reliability, this is unacceptable. After 20 years of choosing HP, I now feel that buying an HP product is nothing more than a gamble. Unless HP takes serious action, I see no reason to trust or recommend your products anymore.

[Kuroi_Kenshi]

Hi @pinguX,

Thank you for sharing your honest feedback with us. I truly understand your disappointment, and I want to assure you that this is not the kind of experience we want our customers to have. We sincerely apologize for the frustration caused.

To clarify, a few models in the OmniBook series are bundled with the HP Pen, while some are not, which is why we requested your purchase details earlier to verify. Since your unit was purchased from Best Buy, we initially asked you to check with the point of purchase.

Please rest assured, we have no intention of collecting sensitive information unnecessarily. HP values and respects our customers’ privacy at the highest level, and your information is only requested to verify ownership and escalate the case through the proper HP channels.

No issues, I can get this case escalated for you right away. In order to do so, I’ll need a few additional details (apart from what you’ve already shared):

First Name:

Last Name:

Contact Number:

Full Address:

Country:

Postal Code:

Email:

Best time to reach you:

Kindly share these details via private message, and I will escalate this case for you without any delay. I assure you that we will work on getting this resolved for you.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

You can use this link as well:

Private Messages - HP Support Community

Thank you again for your patience and for giving us the chance to make this right.

Warm regards,