Are HP being rude or is it me?

indiegirl_2

I placed an order with HP online on the 14th Nov, expecting the item to be available and with me in time for Christmas. I've checked my order three times in the last week and each time it's read "on back order" with a different date (thanks HP for telling me). Emailed them to ask why they're still selling items from their website that aren't available:

"From: Indiegirl
Sent: 21 November 2007 15:06
To: UK GLA HPStoreSalesSupport
Subject: Order 0000-0000000-000

I would like to enquire about the status of my order.

I ordered this item in good faith from the HP Online store because I wanted to deal direct with the manufacturer, assuming that the manufacturer would have ample stock of their own item. The website did not - and still does not - state that the item would be delayed. It does not list any issues with supplying the item, so I assumed that it would be shipped out within a week of ordering.

The item reads as a "backorder" with an ETA that has changed from the 12th December - to the 14th December and now the 18th December. It appears to be getting later and later.

I ordered this item on the 14th November with the intention that it would arrive in good time for Christmas. I require this item before the 24th December as it is a gift. Is it likely for the item to be delayed further?

Why are HP advertising this item and selling it through their online store if it is not available??

I am very disappointed that the item has been placed on backorder and I have had no communication from HP to tell me this. "


Received the following as a reply. If I hadn't got such a good deal and could better it elsewhere, I'd cancel my order and buy from somewhere with stock!


"Thanks for your e-mail.
The ETA is 18th December due to a European constraint issue. This is an estimated date and not guaranteed. We will have far clearer indication on 18th December.

HP don't take a product off sale just because it is not in stock. This is an industry standard process.

Please accept our sincere apologies for the delay.

Best regards,

Post Sales Team
HP Store
Hewlett Packard®
Tel: 08000 277 377"

The line "HP don't take a product..." sounds decidedly condescending to me, whilst poor on the grammatical front too ;-)

When will these big companies learn that to offer second-rate customer service is unacceptable. If you can't supply an item: don't advertise it!!

Madjock

Doesn't read at all badly to me but if you are that upset with their customer service why not cancel and buy elsewhere?

IvanOpinion

I am not sure where 'rude' comes into it. What more do you want them to say? if it was a really good deal then it ispossible that they have run out of stock and have to wait for another shipment. A call centre operator will be able to tell you no more than they are told and their information is that delivery is estimated on a particular date. I really do not think that you can expect much more beyond that ... call centres do not have a magic link to the production line (which is probably in another country), nor do they have specialist contact with the captain of the ship or c7E to find out where a specific order is.

ivan

uktim29

indiegirl wrote: »

When will these big companies learn that to offer second-rate customer service is unacceptable. If you can't supply an item: don't advertise it!!

They don't say they can't supply it, they just don't know how long it will take. Another customer may want that specific model and not be bothered about waiting so removing anything that takes a while to ship/supply won't be much use for them.

I think personally you've gone slightly over the top. I think describing it as second rate service for this particular commodity is an exaggeration. It's not like going to a shop and buying a bottle of water where hundreds would be in stock, computers cost a lot more to make/buy.

I also agree with the above comment. Too many times now people use the word rude for anything that makes them not happy.

I think it's you!

If your worried about it being late as an xmas present then cancel it. If I wanted to buy it for myself I'd look elsewhere to see if I could get one quicker, if not I'd then wait if I wanted that exact computer.

Zazen999

This happens all the time I am afraid to say - they rely on you not cancelling and hoping for the best.
Lesson: Don't order unless they are in stock - on good sites it will usually say.

Debt_Free_Chick

I think you possibly might not be aware of the use of the term "Back Order". Typically, it means "currently none in stock, but on order. Will be shipped when we receive it".

I have to agree with them that it is standard practice to take orders for items which are not currently in stock, but for which a delivery is expected. Problem is, HP are dependent on their supplier and so they can't fully commit to a date when it'll be available.

It would be crazy to be taking items on and off the website to reflect current stock levels .... How would other customers know whether the product was out of stock or obsolete?

HP have clearly taken the time & trouble to update the "expected" date so they are keeping outstanding orders up to date.

Looking at progress so far, I wouldn't be at all confident that they will have a delivery in time to fulfil orders for Christmas, so if the date is vital, you'd probably be better off sourcing it elsewhere.

HTH

mrcow

They are not being funny, it's just the terminology they use.

As someone who has worked in the industry for years, I can honestly say that the chances of you getting the item for Christmas are looking slim. Even if stock does come in by the 18th (which it may well not!), it still has to be processed and then sent out and arrive within four days which is extremely unlikely.

Personally I would try and cancel the item and shop around for something that has immediate availability. Otherwise you are just causing yourself stress.

indiegirl_2

Thanks for your responses. Thank you also for belittling me.

I found HP's response condescending - that in my book also reads 'rude'.

Amazon, Play.com, the DSG goup all move their items onto "temporarily unavailable" when they are not in stock. That's what I would've expected from a major company such as HP.

I shall cancel and source an alternative item. Tis a shame that HP have to lose my custom in such a way...

uktim29

Yes but your email was condescending.

stugib

indiegirl wrote: »

Thanks for your responses. Thank you also for belittling me.

I found HP's response condescending - that in my book also reads 'rude'.

Why bother asking 'if it was you' then, if that's not an answer you wanted to hear?

Labman_2

indiegirl wrote: »

Thanks for your responses. Thank you also for belittling me.

I found HP's response condescending - that in my book also reads 'rude'.

Amazon, Play.com, the DSG goup all move their items onto "temporarily unavailable" when they are not in stock. That's what I would've expected from a major company such as HP.

I shall cancel and source an alternative item. Tis a shame that HP have to lose my custom in such a way...

Nobody was belittling you.....people have just taken time to express an honest opinion.