Should I trust HP with this?

Talk about a total reversal. I ordered a new 8510p over a month ago from HP' student purchase program through my university. It was a great experience, good service, and a great price. Right away I ran into problems, my order confirmation never went through, and I haven't been able to ever check on my order status. I've called about once a week, just to get updates, and I keep getting the go around as to when it is going to ship. Finally, a week ago I learned they were waiting on a part, but they weren't sure when it would get in. So yesterday I called, and I was informed that they weren't going to give me my laptop because I had accidentally ordered it through the department link of my university. I was confused, because I ordered it through the university's bookstore...but they were very adament. The funny thing is, they had no process for informing me of this. They had no process for cancelling the order or for notifying me of this discrepency. I believe they were either going to just ship me my laptop, or they were going to leave it in limbo and leave my credit card with $1300 on hold for all eternity.

So I asked them to go ahead and cancel it, and they said that would be fine and easy...

So today I called to double check that my order had been canceled, and the woman on the phone said, "Your request to cancel your laptop was denied". What? She also said she had no record of any discrepencies with my order, and that it looked alright to her. She had not heard of and could not find any problem with the way I ordered it, student or faculty. She said there was no reason I should have had to cancel it. I was getting a little upset at this point, and I just wanted to cancel it and get it done with a not deal with HP again. So she said she would put in an order to have the postal carrier intercepted and the package returned AFTER it has shipped for my house.

This seems totally insane to me. Should I trust HP here? Do you think they are actually going to refund me the full amount? And to more complicate things, I moving in 2 days, so someone else is going to be living here when the package supposedely "ships" to my house. I don't want them getting my "canceled" laptop for free. HP has really irritated me.

 

I'd suggest informing your CC company of the situation and tell them to deny any and all charges from HP.

 

+1 on the cc thing...i have had crap like that happen with buy.com...i just tell citi cards and they wipe the charges clean...yay

 

Thanks for the replies. One question though: Should I wait and see if they actually end up charging me? Right now there is only a hold on the credit funds. In other words, no transactions show up on my credit card, but my available credit is decreased by the amount of the laptop. Should I wait and see if HP charges me, or should I proactively call my CC company and say, "There is a hold on my credit card, I want you to not accept that transaction by HP and I want my full available credit line returned"?

 

Unfortunately you cannot dispute the CC charge until it's charged to your account. I have recently had very BAD experiences with HP and would not trust them at all. I recommend trying to cancel the order through the bookstore - call them and follow up in writing (e-mail, fax and/or post) with a copy to HP.

And it seems very unusual to have the package delivered by "mail" (I assume you are in the U.S. and referring to USPS). HP almost always uses FedEx. FedEx should require you to sign for it or they will return it. You can also refuse a FedEx shipment when it arrives. Good luck. Keep us posted..