HP Service Delay Notification

I sent in my dv9000t to be repaired and it arrived at the HP repair facility on Monday. My expected delivery date is 9/3 but I got the following email today:

Dear Customer:

At HP our products are designed, manufactured and serviced, to meet our high standards.

We apologize for the possible delay in delivery of your service; however, we are diligently working on expediting your order.

Service Order Number # XXXXXXX
Model # XXXXXXX
Serial # XXXXXXXXXXX

We are striving to meet our estimated delivery date; in case where this is not met due to various reasons, an HP representative will attempt to contact you to communicate a new date and/or discuss possible alternative support solutions that could better meet your needs.

Please paste the link below into your browser to get shipment status updates and contact information:

https://warp1.external.hp.com/cso_status/order_lookup.asp

Or contact 1-800-HPINVENT, where we are always ready to serve you.

Please do not reply to this email message, it was sent from an address that is not monitored.

Sincerely,

HP Americas Consumer Support


What does this mean?! I really need my laptop ASAP. This is my first repair order but I'm intrigued by the alternative support solutions they decided to include and italicize.

Has anyone else received this email? If so, what was the outcome? I'm interested to know if anyone has gotten this email and still received their machine back on time.

 

I received it when I sent mine in... They ended up fixing it in time though. <Shrugs shoulders> Thats the only thing I can tell you.

 

Call them, cry about it, and they may give you something as a courtesy.

 

The alternative solution may be a notebook replacement. There have been several cases where the repair was delayed by a few weeks and they opted to give the person a brand spanking new notebook with upgraded components.

 

yup this is what happened to me. however, I believe the policy is to have it either delayed or sent in 3 times before they offer you a replacement. I never called for a case manager before my 3rd delay so i dont know if this is true, but it makes sense.

 

Bummer, I had that too on my second repair. Got it back on time. I'm going on my third repair, annoying as hell. If they don't fix it this time, my case manager's gonna replace my notebook. I'm hope she gives me upgrades with all the crap I've been through.

Anyway, I hope you get yours on time.

 

If anyone could give me some tips on what to say when contacting HP about a delayed laptop repair, I'd really appreciate it.

I first sent in my laptop on the 29th of July. At that point, the estimated ship date was August 6th. Not too shabby.

Well, I didn't get my laptop back on August 6th. They pushed it back to August 19th. No sign of it on the 19th, so I called in and was told that it was in the fourth and final stage of repair and that I'd get it back in about 4 days. Then, on August 21st, they pushed it back to September 3rd.

Well, today is September 3rd and I'm pretty certain that I won't get it back today either. I'm ready to get the message saying that they're pushing it back yet again.

So who can give me some pointers as to what I should say when I call to complain this afternoon? I really, REALLY need my computer back, as I'm already into my second week of classes and I have papers and photography assignments to work on.

Any help is greatly appreciated!

 

this EXACT thing happened to me, down to the delayed dates. When I got my third notification that I'll "get my computer back" on the 3rd, I just called the normal HP line (800-HPINVEN) and just said (politely) that I wanted a case manager. They patched me through right away, though there was a wait on hold b/c case managers are always on another case, but when I finally got through, the case manager just asked me why I had initially sent my computer in. After that, she saw that its been delayed 3 times and at which she promptly told me that she'll be happy to give me a new replacement. I got this replacement yesterday! Basically, if you've been delayed 3x, you're almost bound to get a new one from them

edit: note that I had sent my dv2000 in under HP's extended warranty (aka essentially a recall for all the broken ones) and the reason it was delayed was b/c it was waiting on motherboard parts

 

Call HP, get assigned a case manager, and explain the notebook has been in repair since 7/29 and politely explain that you desperately need it for school/work; you might end up with a shiny new notebook.

 

Yeah, that's my issue too.

OK. Well I called up and requested a case manager. The woman that ended up taking my call was polite and helpful. When she saw that my laptop has been there since 7/29, she said that the wait was "unacceptable" (tell me about it!). She sent a message to the service center in TX and said that if my computer isn't going to be ready to be shipped off by Friday, she'll get the ball rolling on getting me a replacement. She's supposed to call me tomorrow with the service center's response.

So...now I'm just hoping that what she said is true, and that it's not just a blow-off technique. I have faith that everything will be taken care of here within a couple of days.

 

i had a good case manager who was helpful, but from what others have sad, HP most likely wont call you so make sure to call her tomorrow or friday yourself

 

+1

I had a very nice case manager also (and got a new DV9700T out of the deal) but don't hold your breath waiting for them to call you.

 

I will definitely get back in touch with her, then.

Thanks for all the help!