Complaint Review: HP Home & Home Office

On 03/26/2011, I placed an order for a customized HP DV7 Quad notebook computer from HP and was given an estimated build / ship date of 04/11/2011. I checked my order status every couple of days ( just in case it shipped early ). On 04/11, I contacted HP because there had been no updated information and was told that their system would update after 10 pm. On 04/12 then 04/13 I checked again and still the order status read that the estimated ship date would be "04/11/2011".

I again called HP and, again was given the "Customer Service Representative Canned Script" that the order would be shipped soon. Shortly after, I received an email from HP advising me that "Due to product constraints, the estimated ship date would be delayed until 04/19/2011". I also received an email with a 15% coupon for "Future orders" -_ I immediately called HP again and told them that because of the long wait and delay, they should discount THIS order because there would NOT be another order ... Result = $50.00 credit ( not 15% but it was something so, I agreed to wait ).

04/19 came and went and still the order status read "Estimated ship date 04/11/2011" Another phone call to HP and more excuses. On 04/20/2011, I received another email from HP advising me that there would be another delay to 04/26/2011 and if I agreed to wait, I would be compensated for my inconvenience with an additional 10% off THIS purchase. Having been without a computer for three weeks, I had to consider it nut, in the end accepted the 10% credit and agreed to wait.

On 04/22 ( much to my surprise ) I received an email advising that the notebook was ready to ship and was provided a tracking number. When I checked the following day, FedEx tracking indicated that the computer had been received "After FedEx Cut-off Time", originating at "Shanghai, CN" ( In case you're wondering what US state "CN" is, it's not. That's Shanghai CHINA ! Suddenly, the thought of the computer being "On a slow boat from China" occurred to me ). The Estimated delivery date was 04/28/2011.

On 04/25, the computer was received at the Memphis Tn. FedEx hub. Later that evening, tracking indicated that there was a "Clearance Delay" -- Repeated phone calls to HP and FedEx over the next couple of days could provide me with no additional information about WHY it was delayed, WHAT was required to release it or WHEN it would be released / delivered. A Fed Ex Trace was initiated and someone would contact me within a few hours ( 04/27 ).

Today, 04/28/2011, I was contacted by FedEx and advised that the shipper failed to provide some sort of required documentation with the shipment, they had contacted the shipper ( HP ) for this documentation and, as soon as it is received, the computer will be released. When I asked how long that could take, I was told that it depended on how quickly the shipper complied. Needless to say, after the past month of HP delays and excuses and more delays and excuses, I had ZERO faith in HP being capable of doing ANYTHING "quickly" or "on schedule".

One last time, I contacted HP and spoke with TWO separate representatives who both gave me the same "canned" responses about being very sorry for the delay and, be assured that we are working to resolve this for you as quickly as possible. That's it. No offers for additional compensation or discounts for my continued inconvenience -- directly caused by THEIR screw-up. Of course they DID offer a 10% discount for future orders which I laughed out loud at. Telling the representative " so I can then wait indefinitely for TWO orders ? No thanks !"
I then advised the representative that since HP seems to be incapable of providing what I ordered, I would be ordering a new, customized Dell XPS notebook. If I receive the HP before I receive the Dell, I will keep the HP and cancel the Dell order. If the Dell arrives first, when the HP arrives, it will be refused and sent back ( The representatives response ... I understand and am very sorry for your inconvenience but we do have a 21 day return policy to give you time to consider before returning it. I had to explain to him that it would be REFUSED ... not accepted ... that I would not sign for the delivery and it would be returned without even looking at it, )

The representative ( obviously reading through his "how to" manual to find an appropriate response ) again started into his "I'm very sorry .... " spiel and I repeated that since there was no additional compensation being offered, the Dell would be ordered and it would depend on HP to figure out how to get the stalled notebook through Customs BEFORE Dell ships my ordered XPS.

By the way, the XPS I configured is FASTER ( 2.7 GHz / 3.4 GHz Turbo Boost vs. 2.3 GHz / 2.9 GHz ), with a MUCH LARGER HDD ( 1 TB / 7200 rpm vs. 640 GB / 7200 rpm ), MORE RAM ( 8 GB vs 6 GB ), MORE VRAM ( 3 GB vs. 1 GB ) and MORE FEATURES ( useful features -- not a fingerprint scanner ) with FREE SHIPPING for only slightly more money than the HP Quad. **I WILL NEVER DEAL WITH HP AGAIN FOR ANYTHING .... LIES, DELAYS AND EXCUSES ARE WHAT THEY'RE BEST AT**