cant get the laptop i ordered

[ciefred]

I ordered a laptop from your company in November (edited). At no time during the ordering process did it say a signature would be required. Once it was set to be delivered, FedEx tried delivering and would not leave it as I was not home (I work). I attempted to be at home to meet the delivery the next day and missed hours of work costing me money for FedEx to not show until after I had to return to work. The next day I went home from work again to get it and found they did not even put it on the truck that day also costing me money and missed work.   

I asked your team for a redirect of the delivery to my work address and was told a request had been out through. I called FedEx the next day and they do not have a redirect order from you. I have called customer service and topped out at a guy named antonio gomez who says they can only email FedEx. He refuses to do anything else except to tell me to wait.  

This is ridiculous. I have missed work to the tune of $250 and you all are telling me that it takes multiple business days to get FedEx a redirect order on a delivery address. Pick up the phone and call them. I have spent hours on the phone with your company and FedEx and you all could fix it in 10 minutes.   

Your employees do not understand what customer service is or how to handle issues. I know I am a nobody to your company, but my lost wages and cost of this order is a lot of money to me. I now have about $900 tied up in a product that I don't have and lost wages attempting to receive the product I already paid for and no resolution but to wait for a response. 

This is supposed to be a large gift for my wife for her birthday this weekend. I now have nothing to give her but a charging dock and a backpack for the laptop I don't even know if I will get any time soon thanks to your "customer service" reps.  

I will continue to send this message to anyone higher up in your company I can locate and I will continue to call until something is done.   

[VikramTheGreat]

Hi @ciefred,

Welcome to the HP Support Community.

I want to start by sincerely apologizing for the frustration, inconvenience, and financial impact this situation has caused you. What you’ve described is not the experience we want any customer to have, especially when the purchase was intended as an important gift for your wife.

I completely understand how upsetting it is to:

• Miss work and lose wages while trying to receive a product you already paid for
• Receive inconsistent delivery attempts with no clear communication
• Be told to “wait” without any real ownership or urgency shown
• Feel stuck between HP and FedEx with no clear resolution

Your frustration is valid, and I’m truly sorry that this has escalated to this point.

For high-value items like laptops, a signature is often required by default for security reasons, even if this is not always clearly communicated during checkout. That said, the lack of upfront visibility and the difficulties you’ve faced with delivery coordination are absolutely understandable concerns.

At this stage, the most important thing is to get this reviewed and escalated properly so it does not continue to drag on:

• We can escalate this case internally so the appropriate HP logistics and order support teams can follow up with FedEx directly.
• This escalation allows HP to review:
  • The failed delivery attempts
  • The missing or delayed redirect request
  • Options such as delivery rescheduling, redirect confirmation, or alternative resolution if needed

To move this forward as quickly as possible, please share the following privately:

Please fill in the details below

Case Number: 
Name: 
Address: 
Country: 
Phone: 
Email: 
products: 
Product number : 
Serial: 
Issue:
 

Regards
VikramTheGreat

[ciefred]

Vikram the great,

I would love to get this escalated just to make sure higher ups understand the issues. 

I did finally get my laptop.   I had to skip more work and drive an hour and a half round trip to the FedEx center and argue with them there to get my package.   

How do I privately send you the information needed?   

[VikramTheGreat]

Hi @ciefred,

Thank you for the update, and we’re truly sorry for the inconvenience you had to go through. We completely understand how frustrating this must have been, especially having to take additional time off work, drive such a long distance, and deal with the stress of retrieving the package yourself. That is certainly not the experience we want for our customers.

Please be assured that we will escalate this feedback to the appropriate higher-level teams so they are aware of the delivery issues, the delays involved, and the additional personal cost and effort this situation caused you. Feedback like yours is important and helps us identify areas where improvements are needed with our logistics and carrier partners.

Thank you for your patience and for bringing this to our attention. We appreciate you taking the time to let us know, and we’re sorry again for the inconvenience this caused. I am forwarding this to the Escalation team, and they will surely look into this

Take care and have an amazing day!
 

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Regards,

VikramTheGreat