Return/exchange process

So I processed an exchange for my laptop to upgrade the screen and so I didn't have to deal with the dent in my speaker bar.

Anyway Fedex picked it up at my house the 24th. It's now almost the 28th (estimated delivery date to Tennessee where its to be processed and shipped back) and the most recent update when I look at the tracking information is "shipping information sent to Fedex" from the 25th.

Anyone who has made an exchange: how long does it usually sit on this update? I don't see how it is gonna make it to Tennessee overnight so I feel like its just sitting in a factory.

 

I would call Fedex. When HP sees that it was shipped, they record it as returned immediately (in my case it was maybe 12 hours later on HP's website). They sent me a replacement (quick ship) overnight, the next day.

I'm sure HP has done nothing since the Fedex tracking info is not updated.

 

That would also depend on whether or not you did a CTO (Custom to Order) or purchased the quick ship model. If you did CTO (many of us have experienced this on the Envy board)...then you return your machine and they build you a new one. You go in line as though you just purchased...however, because you are an already purchaser...you kind of get stuck at the back of the bus. They fill new orders first, then get to the re-orders. Sometimes replacements can take longer than the original order. It all depends on how busy they are at the plant in China. Right now...they are pretty stacked and falling behind on timelines again. If it's a quick ship model...the ComputerBug is correct...they will probably turn one right around.

As far as credit and FEDEX. The way it was explained to me. You drop your return off at FEDEX. The credit will be put on your account, when the FEDEX courier, then picks it up and the package is now in transit. What HP doesn't want is to give you credit...then you go back to FEDEX and tell them you made a mistake and take your machine back. Credit is applied once the machine is picked up by the FEDEX courier and on the move. Pretty quick...usually next day you should receive some notice

 

so Fedex actually lost my laptop sometime after picking it up. I've filed a claim and it should go through in my favor because its actually documented as being picked up, then it just disappears. They can't find it anywhere.

so hopefully they'll compensate HP so they can finish the exchange

 

ok just an update to anyone interested

HP sent me a confirmation email today that the laptop is in production and will be sent asap (production estimated to july 12)

so im guessing the claim already went through and they gave HP the go-ahead

yaayayayayay

 

glad to hear Fedex stepped up to the plate (after someone stole the laptop that you returned to HP). Wanna bet that a Fedex employee stole it?

 

Anyone know if cancellations after 24 hours of ordering actually go through? Or do they just say it was unsuccessful to cancel and ship it you anyway? It says on the website that they can't cancel after 24 hours which is ridiculous.

It would be a big waste of time, since I need the refund to place an order on another hp laptop. I ordered the laptop the 22nd, cancelled the 26th, and still no response. I called today and they said there were no updates on my request for cancellation and my build date tomorrow but apparantly they are behind schedule anyway.

Sigh. Why is it so much of a hassle for hp to stop their workers from making a laptop the consumer doesn't even want. Waste of their own labor...

 

As it pertains to FedEx or UPS whenever I ship something expensive back I always take it to one of their Service Centers and watch them scan the return label. Once they scan it it's their responsibly at that point. Until it gets scanned its your word against theirs.

 

Yeah in the future I'll definitely do that but they did scan something because when I would search the tracking number it says it was picked up, so it was definitely in their hands.

Now I just have to wait a few weeks for HP to build the exchange.

 

FedEx and UPS are good fixing mistakes...USPS is not...they are terrible.