*Vent* Cancellations through HP - share your retail nightmares!

[Schadenfreude]

Alright, I'm going through a cancellation through HP after being informed that the item (a laptop) will be delayed, this is how it broke down;

- 11/27: Ordered the laptop through HP online - immediate buyer's remorse (due to bad experiences with other HP products and online research) ensues.

- 12/10: HP emails me informing me that my order will be delayed, in turn allowing me to return either by email or by calling them direct - overjoyed at my apparent luck, I email HP, requesting that they cancel order. An automated reply arrives, stating that I will get a response within 72 hours.

- 12/14(Today): Get another response from HP: that to cancel my order, I will have to call them AND ask for a supervisor, who will process the cancellation for me. I call 2x, 1st time being on hold for 20 minutes and hanging up, the 2nd time going through after 30 minutes, being put on hold for 15 minutes to talk to a supervisor, who puts me on hold for another 30 minutes to connect me to the "resolution department".

You know what? They tell me that the cancellation department will have to "approve" of the cancellation, that I as a consumer cannot contact them directly and the only thing I can do is to wait - and if the cancellation is denied which is possible, I would end up having to return the package(which is essentially the same as if I didn't contact anyone in the first place)! After the initial notice of delay stated that I can simply email them to cancel the order altogether What kind of assfaced pigshit bureaucracy is that?!

I've sent them a letter of complaint which stated the above, and requested that this matter be taken care of or I will have to seek the services of the BBB - what kind of weight does that really have in resolving matters like this? And what other rights am I entitled to as a consumer?

 

[Parasitic]

I have a similar experience with Lenovo. My S10 was initially quoted as shipping in 4 days, then it turned into 2 weeks. At the end of 2 weeks without notice it turned into 4 weeks. On top of that, the email address they provided me in my order confirmation was an invalid address...how professional of them.

I eventually had to call in 3-4 times to get a human operator who could find the order and cancel it for me.

 

[RbSX]

Add this to the list of reasons I love Dell, I've always received their products quicker than they were supposed to arrive and 5 years later my first one is clipping along just fine.

 

[Schadenfreude]

So what happens if this whole cancellation ordeal, which is pending, goes south (worse case scenario - cancellation is denied AND the shipping is delayed again)? Do I have any avenues of action at this point to hasten the process/get this resolved, or is the ball in their court now?

 

[guyver01]

I've sent them a letter of complaint which stated the above, and requested that this matter be taken care of or I will have to seek the services of the BBB - what kind of weight does that really have in resolving matters like this? And what other rights am I entitled to as a consumer?

BBB is a toothless tiger. It is not a government entity and their "actions" are really nothing more than "suggestions" .. many businesses don't do anything the BBB requests.

As for your rights...

Their "cancellation" policy is on their own site:

http://www.shopping.hp.com/webapp/sh...estions.do#q8e

Can I cancel my order?

The HP Home & Home Office Store begins processing accepted orders immediately and is unable to accept order cancellations requests once you have received an order confirmation. If you are not satisfied with your product once delivered you may return it per our return policy.

More information regarding refunds can be found here.

If an order is processed in error contact our customer service immediately at 1 (888) 999-4747.

To place a new order use this website, call 1 (888) 999-4747, or click here for a product specialist to contact to assist with selecting and ordering your desired product.

 

[Schadenfreude]

BBB is a toothless tiger. It is not a government entity and their "actions" are really nothing more than "suggestions" .. many businesses don't do anything the BBB requests.

As for your rights...

Their "cancellation" policy is on their own site:

http://www.shopping.hp.com/webapp/sh...estions.do#q8e

Can I cancel my order?

The HP Home & Home Office Store begins processing accepted orders immediately and is unable to accept order cancellations requests once you have received an order confirmation. If you are not satisfied with your product once delivered you may return it per our return policy.

More information regarding refunds can be found here.

If an order is processed in error contact our customer service immediately at 1 (888) 999-4747.

To place a new order use this website, call 1 (888) 999-4747, or click here for a product specialist to contact to assist with selecting and ordering your desired product.

Right. That's what I feared/suspected.

As far as their cancellation policy goes, here's a quote from the email I've received on 12/10:

Due to product constraints we will be unable to ship your order on the original estimated ship date. The revised estimated ship date for your order is 12/--/2009 or no later than -- business days from the original estimated ship date. If you prefer not to wait you may cancel your order and receive a prompt refund by either replying to this email message with your order number or calling our toll-free customer service number at . . ..

Normally I cannot cancel the order as the policy has stated and I understand that - I actually called and asked about their cancellation policy 2 days after initial purchase (11/29) having hesitations due to a bad prior experience w/ HP products, so I knew what their policy was; BUT if the company has decided to contact me (and not the other way around) that my order is delayed and informs me through email, in writing that cancellation and a "prompt refund" is a 'possibility' if I follow these steps, well I'd normally expect it to be a 'possibility' and the issue to be resolved relatively easily; not be told contradicting instructions that seem to almost intentionally delay the process.

I mean, what I forsee is that I may end up returning the package once the item is physically delivered and well, that is the general HP policy - but then why lead me through all these hoops and lie to me as a consumer (both in "giving" me the option and telling me how to go about it) if there is no difference in the end result?

 

[guyver01]

if there is no difference in the end result?

they probably assume some people wont go thru the hassle of 'returning' the package back to them, and waiting for a credit to process.

i wonder what would happen if you just REFUSE package delivery.

 

[Spike]

Sounds pretty lame. Next time you talk to them just tell them you will do a dispute with your CC if they have all-ready charged you.

If not and they still ship just refuse the package. Make sure you don't open it though. I know my company (UPS) will not take a refused package back if it's been opened.

 

[guyver01]

I know my company (UPS) will not take a refused package back if it's been opened.

Don't you have to refuse package at time of delivery?

i didn't think you can refuse it after it's been signed for and delivered.
i mean... isn't signing for it ... accepting it?

 

[SunSamurai]

Large businesses go bankrupt for these very seeds.

HP has put on a good PR for me at least in terms or printers and laptops. But Ill never buy a prebuilt unless I do a ton of research first.

 

[Saga]

There is a very easy solution to your problem. Reject the shipment.

 

[13Gigatons]

This is why buying an expensive item online is a bad idea. Might be better to buy a laptop at a store. At least you can drive back and return it.

 

[Bateluer]

There is a very easy solution to your problem. Reject the shipment.

If you paid with plastic, you can also contest the charge.