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Complaint Details

Hewlett packard

Posted byCarlos Astrada 
Organization / Product Details
Organization Name
Hewlett packard
Product/Service DescriptionHP Pavilion dv2700t Special Edition customizable Notebook PC
Warranty StatusUnder Warranty.
Complaint Details
Reason for ComplaintCustomer Service 
Complaint Rating8(in a scale of 1 to 10)
Name of the Company EmployeeJason is the latest, but also ACE, MAY, LORI -- all from Sales Support 
Complaint Details

I ordered two notebooks on April 16th. On April 17th I get email notification saying that the order was declined. I call the number provided and am told I need to answer security questions, which I answered in full. However, I receive a phone message on April 24th. Again I answer security questions. I express my concern in the lack of smoothness and I am assured that the order will go through if the security questions have been correctly answered. On the 27th I am called again and answer questions once more. This time I am frustrated and I ask that notes be made expressing my frustration.

I hear nothing more from HP and, concerned that there continue to be problems and needing the laptops, I call customer service. At first I speak with Lori. I am careful not to be rude, but I am very firm in my demeanor due to my frustration when she tell me that the order has been canceled. I ask: 1) Why the order was canceled, 2) why I was not notified, and 3) if I can speak to a manager. Lori tells me quickly that she needs to transfer me to the LPT department and then hangs up on me. I call again and speak to ACE, who tries to transfer me to the LPT department. I am disconnected. I call a 3rd time and speak to Lori again. I ask to immediately speak to a manager and I am put on the phone with Josh. Josh requests my order number and after looking something up, tells me that the order is in review and that we would have to wait to hear. I tell him it has been a nearly a month and nothing has been accomplished and he apathetically tells me that we just have to wait. When asked how long it usually takes, he responds 24-hours. He did not seem phased when i expressed concern that a week has passed. I ask to speak to his supervisor, and he tells me that nobody is there (6pm EST) and that he has several supervisors. I cannot express how apathetic Josh sounded. He seemed to just want to get rid of me. I must also reiterate that I was not rude at all but merely firm, something to be expected with my experience. I am tired of calling and getting nowhere when all I want is to receive the laptops I ordered. The only reason I do not cancel is because I got such a good price on them.

I want to also note that I called American Express (the card with which I paid), and I was told that the order should process without problems and there are no holds or issues on their end.  

Solution of your complaintI just want to receive my laptops.  
ActionI will cancel my order and never order from HP again regardless of the price. I have a business and, while not a large one, could have been been a source of revenue for the company.  
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