3/5

posted Feb-27-2012

"I forget which days this all went down, but it all happened last week. Thanks to a nice chunk of change from my tax return, I decided to purchase a new laptop, as my old one had just died. I searched around and scanned the internet for reviews and articles. Eventually I stumbled upon the HP website. After toying around for awhile, I decided to customize a laptop; the prices were great, and the customization wasn't too shabby, either. I promptly placed my order that day.

Literally four hours later I realized I had ordered the wrong video card. Silly mistake, but I figured that I could edit the order I had made a mere four hours prior. So I searched and searched, but I couldn't find anything on the website or in my e-mail. I called up and spoke to a representative that informed me that I could not alter or modify my order; the only way to to do would be to CANCEL the order, and then RESUBMIT. Somewhat heated and a bit confused, I obliged. I cancelled the old order, resubmitted with the new video card, etc. I was then told I had to finalize everything with a supervisor - fine.

The previous rep was very nice, courteous and helpful. When I got on the phone with a supervisor (Patty was her name, I believe) she stated that the order was in the process of being cancelled. She then stated that I'd receive e-mails through the next day or so confirming this. I clarified everything by reiterating it to her and was "Yes'd" to death.

The next day I get an e-mail stating that my order was already processed and shipped (the laptop I didn't want). Apparently my order cancellation was denied. Back to the phone I go - call up, speak to another representative who states that I have to call in when I get the unwanted laptop to request prepaid shipping for the return prior to my refund to my credit card. Once again, customer service is subpar.

Now, at this point in time, I am waiting for both laptops. I've received the accessories already (shipping was fast), but I am somewhat puzzled - the laptop I didn't want was created and shipped out (as per HP) within two days or so; my new one is still being processed and built, despite it having a shorter "estimate date."

Overall, right now, I am somewhat unsatisfied with the Customer Service. It seems very hit or miss, and mostly it has been miss... so far.

The accessories are nice, though. The bag I got is stylish; the wireless mouse I got looks sleek. Plus, the prices were right, even for the laptop (I found an online coupon that took off $415).

I'll send in a new review once I obtain my laptop(s) so I can state how smoothly the sendback goes for the first, and the quality of the product of the laptop that I want to keep. "

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1/5

posted Dec-02-2011

"The experience of TRYING to buy at hpshopping.com was awful.
I tried to place an order 2 times, first with an international credit card, and then with a local (US) debit card.
The first time, I got a generic error saying that the order was declined, but no reason. Very helpful, thanks!
The second time, I put an incorrect billing address by mistake. I got an error message saying that the billing address I provided does not match the one my bank has on file, but THEY STILL DEDUCTED THE AMOUNT FROM MY BANK ACCOUNT. I called sales support, and (after waiting for a while on hold), they told me that Visa freezes the amount for 3 to 5 business days! WTF? This never happened with any other online store! Now I don't have enough balance on my bank account to make the purchase (either at HP or anywhere else) and I don't have my laptop on the way either :S"

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1/5

posted Nov-07-2011

"AVOID!
They charged my credit card but didn't send my order. Had to dispute the charges with my bank."

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1/5

posted Aug-30-2011

"Purchase made on 8/21/11. When it had not arrived by 8/30/11 went online and website stated that expected arrival date was 8/28/11. When I called hp, was on hold for over 2 hours before reaching an agent who had no information, would not let me talk with a manager, and suggested I wait till the shipping department sends me further information."

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5/5

posted Aug-25-2011

ResellerRatings.com TOP REVIEWER!

"Ordered HP touchpad Sat, with the regular 5-7 day shipping

Didn't hear from them till Tuesday (eh, they were bogged down bigtime), then bam, shipped Tue, bam Got it Thursday.

Great job HP, thanks for the expedited shipping!"

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1/5

posted Jan-26-2011

"Tried the ole Bait n Switch...twice. Yay for selling products they don't have in stock."

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1/5

posted Jan-21-2011

"On 11-27-10, I purchased (what I was told by the customer (technical support) service representative, Syed, was) an upgrade to my C5280 HP Photosmart Printer that can print directly onto CD/DVD. It was supposed to be delivered the next day via FEDEX but it didn't arrive for three days. I opened the box read it's capabilities and found that, even though I was EXTREMELY CLEAR with Syed that the ONLY REASON for the upgrade was that I needed to print directly onto CD and he assured me that this new printer could, IT COULD NOT!
Without unpacking the printer, I called customer service and asked for a refund. I followed the return policy to the letter. According to FEDEX tracking, they received the printer on December 11th. They confirmed they had received the printer on December 17.
Since then, I have been calling almost daily asking for my refund. As of today, 1-21-11, I have NOT RECEIVED my refund. "

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5/5

posted Dec-10-2010

"ORDERED 4 INKJET CARTRIDGES AT 9:50 pm ON 12/9/2010.I ASSUMED IT WOULD BE SHIPPED OUT ON FRIDAY 12/10/2010 AND WOULD RECEIVE IT MONDAY 12/13/2010. BUT NO, I RECEIVED A KNOCK ON MY DOOR AT 1:20 PM ON 12/10/2010 WITH FEDEX DELIVERING MY ORDER. UNBELIEVABLE. AND RECEIVED A GREAT PRICE ON THE INK TO BOOT
"

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1/5

posted Nov-16-2010

"August 25, 2010 I ordered a new HP Laptop Pavilion DV6 and a wireless
keyboard/mouse to go with it. After finding the time to try it out, I
found that the wireless keyboard space bar didn't work unless it was
struck exactly in the middle. This is not acceptable as I need to go
through every document I type and separate the words with spaces. The
keyboard has a wide space bar for a reason, a space is used often by
both thumbs in my case. I called HP and after going through several
agents in India, and the US, Your customer service people sent me
another wireless keyboard/mouse combo. This did exactly the same thing.
Tonight was the first chance I've had and I called to see what HP will
do to correct my situation. I just got off the phone after 1hr and 45
minutes. In that time I initially was connected to 'Chloe' in the
Philippines who after asking me for all the information about the
problem including when, where, how I bought it, serial and part numbers
for both the new and old keyboards, whether I bought the keyboard/mouse
with a computer, what was the serial number, order number, shipping
order for the replacement keyboard, address, phone number and a
multitude of other questions and repeating them because they couldn't
understand partially because of the dialect and partly because the phone
lines are so crappy between here and the other side of the world, only
to be told that they were going to have to transfer me to a different
department for this. So I went to India, where I went through all of
this again and had the same ending and went to the US. At least the guy
there was cordial and could understand without repeating but he sent me
back to 'Raj' in India for another repetition who sent me back to the
Philippines again. There I spoke with 'Brian' and then his 'manager' who
essentially said sorry we will send you another of these same
keyboard/mouse combo's that I already have, that don't work. Customer
Service this is called, Total Care it's called. I used to be in Customer
Service as a Field Service Engineer and we took care of people. You sold
America out to these foreigners who could care less about customers, at
least this one. I told the guy forget it, don't send me another one. He
then said he'd have someone call me tomorrow and I ask for 8am and he said
9am. That was OK but then he said it may be within 48 hours he said. So
apparently he thought I was going to stay by the phone for the next 48
hours so I told him to forget "

This review was modified by pondysh on November 16 2010 08:42:11 PM

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5/5

posted Aug-30-2010

"I ordered a Linksys router from HP and selected the 5-10 day shipping option. Being a customer eager to get his product, I tracked my order progress everyday. On the day it was 'delivered', I did not get my product and was very concerned (I just spend over 100 for a router and FedEx said it was delivered). So then I called HP and asked what I should do. After following their instructions of checking nearby apartments to see if my package was mis-delivered, I was not able to find my product. I called HP back and they shipped me another order via next day air.

I was very happy with the outcome. I hope next time they require a signature at door for orders over $100 though."

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