Issues with HP Support Laptop Replacement

Rukiata on 22/04/2022 - 21:16
Last edited 22/04/2022 - 21:24 by 1 other user

I am having issues with HP support. they sound like their all overseas..
And not helpful at all, they said they will get back to me, dont know what their doing it sounds like.
anyway my laptop is faulty , bad speakers, bad gpu.. im trying to return it i only had it for 2 months, im trying to get a replacement.
they said they will do a replacement on the spot a swap over, but saying the model is not in stock? yet on the AUS website it shows its in stock..

''As current model is unavailable, we are searching for a suitable alternate model as replacement. The expected time of delivery would be advised later.''

and saying they have to send it from singapore but i brought it in aus and its under aus warranty why am i getting a model overseas which they dont have overseas? but have in aus?

what is going on here ? how do i get my money back or a replacement i have already stated ACCC
im so confused and stressed. not sure what I can do, this feels scummy. and against the law or something.
I am still clueless to what is really going on here as their support is not helpful at all, tried calling, tried emailing. everyone is clueless.

Computing Computer HP Laptop

Comments

  • savemore on 22/04/2022 - 21:30

    Have you tried taking it back to where you purchased it from?

    • Rukiata on 22/04/2022 - 21:38

      HP ONLINE AUS STORE> cant really just take it back.

  • Miami Mall Alien on 22/04/2022 - 22:03
    +1

    they sound like their all overseas..

    That's because they are. You'll find that HP, Dell and Lenovo (the three biggest OEMs) all have overseas customer support departments, mostly in India and South-East Asia.

    Nothing out of the ordinary about that.

    dont know what their doing it sounds like.

    It's a crapshoot, especially since Covid and these issues are affecting all of the major OEMs.

    They're now more understaffed than ever and due to the global silicon shortage and logistical/supply chain delays, getting parts, replacements and prompt deliveries is exceptionally difficult.

    It's not so much a reflection of HP support's failings.

    To give you some context, in my previous job that I left a few months ago, I was logging on average about 3-4 HP support cases a week (we had a large fleet of several hundred HP devices; predominantly laptops). I would say 75% of support cases were resolved within a reasonable time frame (1-2 weeks) and on-site repairs or hardware exchanges were actually done quite quickly.

    Occasionally, you'll have an issue with a device that requires a scarce or obscure component replaced or has to be replaced entirely but is end-of-life and no longer available, so HP have to try find something that's equivalent specs-wise and cost-wise and also in-stock, that they can give you (such as in your case). Those cases always take the longest to resolve because they have to search across a broad range of product lines and models, instead of just sourcing one particular model or part.

    they said they will do a replacement on the spot a swap over, but saying the model is not in stock?

    Yes, that goes without saying. Nothing's in stock at the moment.
    As I said, the global silicon shortage plus the logistical/supply chain delays means you can't find most in-demand hardware easily these days.

    yet on the AUS website it shows its in stock..

    They don't just allocate stock to any random support case from anywhere in the world.
    Just because you're seeing stock on the HP AU online store doesn't mean it can be allocated for their support teams and it doesn't mean that the reported stock count is accurate (that stock might very well have sold by the time you see it on their online store).

    Secondly, if their support reps have already stated that the faulty model you have is no longer available/in production, obviously that's going to complicate things.

    and saying they have to send it from singapore but i brought it in aus and its under aus warranty why am i getting a model overseas which they dont have overseas? but have in aus?

    All HP products are manufactured overseas and shipped to Australia.

    Singapore is the source of most of the HP hardware we get here. It's not an "overseas model", all of the stock we get is built for the AU market specifically and complies with all AU regional/regulatory requirements, Singapore is just where they send the finished products from.

    They don't have stock of your model in Australia, otherwise they would have allocated it to your support case already.

    Once again, it's not just you.
    There are HP customers and partners who have fleets of thousands of HP laptops/desktops/servers and they can't get replacements either because there are none in Australia.

    what is going on here ? how do i get my money back or a replacement i have already stated ACCC
    im so confused and stressed. not sure what I can do, this feels scummy. and against the law or something.

    Have you ever made a warranty claim in your life before this?

    Relax. You'll get your laptop fixed just be patient. You haven't even said how long it's been since you logged this support case.

    • Rukiata on 22/04/2022 - 22:16
      -1

      it legit just came out in 2022, its two months old!..
      they should have replacements and they do, they just dont want to send me a new laptop even though i paid full price for a new laptop.
      they do have stock it says on their website, in stock ships in 3 days, explain that?

      • Miami Mall Alien on 22/04/2022 - 22:32
        -1

        You're "legit" not listening, are you?

        they should have replacements and they do,

        The sense of entitlement here. So you know HP's stock levels better than they do?

        What do you think they get out of jerking you around and delaying replacement of your faulty laptop?

        Do you know how much they push their technical support personnel to close support cases as fast as possible?
        Those guys get fired for not meeting their KPIs and lowering their turnaround times on cases.

        They have a strong interest in getting your laptop replaced ASAP, despite what ridiculous notions you have about them "not wanting to give you a laptop".

        they just dont want to send me a new laptop even though i paid full price for a new laptop.

        Kid, you sound like you're about 12 and you just got a Christmas present you didn't want and now you're having a hissy fit until mum/dad go out and buy you a better one.

        they do have stock it says on their website, in stock ships in 3 days, explain that?

        I just did.

        1. That model you're seeing in stock on the online store may not be identical in specs to your faulty laptop, e.g. different CPU/GPU/storage. That means it's not suitable as a replacement.

        2. They've already told you the laptop you have is not available so they're looking for equivalent models now.

        3. Just because it says "in stock" on their online store doesn't mean it's physically in Australia. It could mean it's in-stock at their distribution centre in Singapore, so it still has to be shipped here.

        4. New stock allocated for online store sales is typically not redirected to support cases. They have specific supply chains for sales and support.

        • Rukiata on 22/04/2022 - 22:35
          -1

          so they dont have a 4299 dollar laptop replacements even though it shows in stock?
          dont see why they cant ship it from australia, where i brought it.
          guess i will just have to get a refund than. If I can
          should of brought a laptop else where

          • Miami Mall Alien on 22/04/2022 - 22:38

            @Rukiata:

            so they dont have a 4299 dollar laptop replacements even though it shows in stock?

            For the 3rd, goddamned time:

            1. That model you're seeing in stock on the online store may not be identical in specs to your faulty laptop, e.g. different CPU/GPU/storage. That means it's not suitable as a replacement.

            2. They've already told you the laptop you have is not available so they're looking for equivalent models now.

            3. Just because it says "in stock" on their online store doesn't mean it's physically in Australia. It could mean it's in-stock at their distribution centre in Singapore, so it still has to be shipped here.

            4. New stock allocated for online store sales is typically not redirected to support cases. They have specific supply chains for sales and support.

            Try reading an entire post before replying next time, it really helps make you come across as less of an incredibly entitled, ADD-addled brat with a goldfish attention span.

            In fact, just try reading in general because I'm not convinced you're fully literate. For all I know, you were looking a pair of golf clubs that were in stock and mistook them for your laptop.

            • Rukiata on 22/04/2022 - 22:40
              -1

              @Miami Mall Alien: I have, and a $4299 dollar laptop that shows its I STOCK AND SHIPPIIG, means its in stock, normally when its out of stock it says its out of stock, thats how stock works on these websites.
              No one is going to go rush to buy a 4299 dollar laptop unless your rich. and make it sell out before their website can update.
              it is in stock.
              if you think that its not in stock than im not sure what to tell you. they dont want to send me a new fresh laptop.

              i believe their website which has proof than a she said he said thing.

              • Miami Mall Alien on 22/04/2022 - 22:48

                @Rukiata:

                I have, and a $4299 dollar laptop that shows its I STOCK AND SHIPPIIG, means its in stock

                Okay, I'll simplify this as much as possible for you.

                Very carefully look at all of the specs of that laptop you see online and compare them to the one you have and make sure they're identical.

                If they're not, that is the reason why HP cannot replaced your laptop with that one.

                To use another analogy, if someone crashed into your Hyundai Getz and it was written off, your insurance provider isn't going to replace it with a BMW M5 (or pay you out more than your Hyundai Getz was worth).

                Does that make sense or do you need me to dumb it down ever further?

                normally when its out of stock it says its out of stock, thats how stock works on these websites.

                You figured that out all by yourself? Wow, I'm overwhelmed.

                Except, that's not how it works because it could be shipping from Singapore.

                No one is going to go rush to buy a 4299 dollar laptop unless your rich.

                Sigh.

                More real-world experience is needed before you come close to knowing what you're talking about.

                Common, popular laptops from the major OEMs are impossible to get right now. Now more than ever, people are buying anything and everything they can while it's in stock.

                it is in stock.

                they dont want to send me a new fresh laptop.

                Mmmm, they hate you. Big bad HP has a personnel vendetta against Rukiata.

                Mr. HP himself is cackling maniacally in his head office like some comic book villian and laughing it up with his executives while they joke about how they're screwing you out of a new laptop.

                You're definitely not delusional; HP really are out to get you and this needs to be taken all the way to the Supreme Court.

                I'll get the United Nations on the case right away.

                • Rukiata on 22/04/2022 - 23:02

                  @Miami Mall Alien: do you suggest i just wait and take the replacement laptop if they ever find one and how ever long that will be? or get a refund? or how should I reply to them ?
                  also how long should I be waiting?
                  also yes laptop is the same. its the same thing i brought, same page, same deal. same numbers.

                • dietCokeOnly on 23/04/2022 - 02:40
                  -1

                  @Miami Mall Alien: You're my hero, this was beautiful.

                  Idk why Rukiata is struggling to understand this, stock is allocated to departments (ie. X stock for support and Y stock for online sales).

                  Support can't just route stock meant for the online sales team, it just doesn't work that way.

                  @Rukiata: If you're unhappy with the wait time, ask to be upgraded/ask for a refund, never hurts to ask.

                  • Rukiata on 23/04/2022 - 08:17
                    -1

                    @dietCokeOnly: Ok, i will try next time they call or email

                  • Rukiata on 25/04/2022 - 23:07

                    @dietCokeOnly: im still waiting for a reply. they have not said anything so this is great. no clue what is going on.

        • Rukiata on 01/05/2022 - 07:40

          not sure where you went but im still waiting. they keep saying the same thing and the laptop is still in stock.
          Its been over two weeks and still no help from HP, what should I do than?

  • garetz on 23/04/2022 - 00:14
    -2

    How long has it been since you reported the problem and gotten a response or no response ? Maybe show some patience.

    The process could easily take a month or 2.

    • solidussnake on 23/04/2022 - 09:50
      +2

      The guy paid $4300 and your solution is wait a month or 2…. Really ? If it was a TV it people would be jumping up and down ! I would get the refund and go else where..

      • garetz on 23/04/2022 - 10:30
        -2

        Every process takes time, getting upset that it isn't happening as fast as you want it to doesn't help you especially in the current climate.

        • solidussnake on 23/04/2022 - 11:31
          +3

          Then they shouldn't be selling $4k machines If they cant support them from release… would you would be happy to wait 1-2 months if you're fridge broke down saying don't get upset ?

          Completely understand issues with components supply issues but when these big companies are making record profits and selling way about RRP and are happy to take your money then offer substandard service pretty poor.

          • Rukiata on 01/05/2022 - 07:40

            @solidussnake: i still gotten no help here or HP. its been over two weeks and they say the same thing over and over, not sure what to do now.

            • solidussnake on 01/05/2022 - 09:08

              @Rukiata: Being online there's not much you can do see if you can call any Australian numbers like call through to sales and ask for a manager or Australian support contacts or consider going to QCAT or what is in your state, try product review and leave a one star see if they respond to your directly, what worked for me with an amart warranty is to hound their Facebook page leaving a bad review on every post and they usually respond pretty quickly

              • Rukiata on 01/05/2022 - 10:06

                @solidussnake: their all overseas

                • solidussnake on 01/05/2022 - 11:20

                  @Rukiata: Is Their local servicing at least in Aus maybe you could try them ?

                • picket23 on 01/05/2022 - 22:19

                  @Rukiata: Sorry, but it's like the 10th time in this thread. "They're all overseas" not "their all overseas"… As in "they are all overseas".

                  On the actual issue, get in touch with HP and tell them that you are demanding a refund. Don't listen to the stuff above about stock being allocated to different departments. It's HP's problem to resolve how they allocate stock not yours, so put it back on them. Mention your rights under consumer law to a refund or replacement in a timely manner. They can either refund you or replace it with the stock that they are happily sending to new clients while ignoring the client they have already sold a faulty one to.

                  • Rukiata on 05/05/2022 - 19:50

                    @picket23: their all from overseas not one support from aussie. idk what to tell you. I said that because people keep saying call the aussie line.. lol
                    so I paid using paypal and their asking for my bank details? over email to refund me? and to pick up the laptop i dont know if this is some kind of scam because over phone it says dont give details over email…
                    I paid using paypal i want refund through that for safety.. yet they are trying to do it through banking?????
                    is this some kind of scam?? what do I do here? im so stressed out and they are not helping..im nervous if I do banking its some scam or two they will say i lost something or i done something like open it so they will charge back and i lose some money or some fee or just something strange, i dont know why they cant just refund the order on their website using my paypal which was used to buy this thing..
                    if i opened a return case on paypal how would that go for big companys?

                    this is the email I got, it looks sus and bad english on it as well. but it says its from a HP person.

                    Without Prejudice

                    Dear ——-

                    HP has assessed the facts of your particular case and without admitting liability, has on this occasion decided to approve your refund request of —— which you paid towards the purchase of HP product-OMEN 17.3 inch Gaming Laptop PC 17-ck0000

                    Please let us know your preferred refund method: Refund Cheque or Direct Deposit

                    HP Refund Cheque will be made out to “Customer/Company name” (please specify) for the amount of: AU$ ——

                    Or, If you prefer a Direct Deposit, please provide the following info:

                    If Company, ABN / GST No.:

                    Account Name:

                    A/C Number:

                    BSB Number:

                    Swift code:

                    Bank Name, Branch & complete physical address of the bank:

                    Your HP Refund Cheque will take close to a month to get to you or if you opt for Direct Deposit it will be processed within 14-15 business days.

                    Please package the faulty HP product in a box (any box, if original packaging missing).

                    HP Logistics and/or the Courier will call you to arrange a date for collection of your faulty HP unit.

                    In consideration of the amount of AU$ ——- as refund to be provided to you by HP PPS Australia Pty Ltd, you release and discharge HP PPS Australia Pty Ltd and its directors, officers, employees or agents from all claims which you have or which but for this document could, would or might at any time hereafter have or have had against HP PPS Australia Pty Ltd and each of HP PPS Australia Pty Ltd directors, officers, employees or agents in connection with or arising out of the facts surrounding this particular claim. In addition you agree not to disclose to any third party unless so ordered by the courts, any information relating to the terms and conditions of this email and this particular case.

                    By way of return email, please state if you accept the offer set out above and we will proceed with your refund payment.

                    Kindly confirm the below details for collection of the faulty product.

                    Contact Name:

                    Tel#:

                    Company:

                    Address:

                    We will make every effort to accelerate the service turnaround time to minimize any further inconvenience on your behalf.

                    Regards

                    Jyotsna Bahuguna

                    Customer Relations Manager
                    Printing & Personal System

                    Customer Support and Services, South Pacific

                    [email protected]

                    NZ (+64 09 912 7258 )

                    AU (+61 02 8916 6594)

                    AU ( Fax +61 03 9015 8908)

                    Follow us on: facebook twitter linkedin youtube

                    Engineer experiences that amaze.

                    Working hours:

                    AU: 9:30 a.m- 6:30 p.m AEDT, Mon-Fri

                    NZ: 11:30 a.m -7:30 p.m, Mon-Fri

                    what do they mean without admitting liability??? and also what are those TOS?

                    • picket23 on 06/05/2022 - 20:39

                      @Rukiata: You missed the point, it's "they're" not "their".

                      It's probably legit I'd say. You can initiate a paypal dispute yourself though can't you? Might not be any quicker than getting a bank deposit though, I dunno.

  • solidussnake on 23/04/2022 - 09:47

    Next time get a Dell XPS ;) Next business day onsite warranty. If HP can't do it in a week I would be pushing for a full refund considering the price you paid

    • Rukiata on 05/05/2022 - 20:16

      they wont refund doing paypal? their asking for my bank account details in email? i am so lost right now if this is some scam.
      i paid through paypal and my order has my details but their asking it all in email, check above message. im so lost on what to do

  • solidussnake on 05/05/2022 - 20:40

    Why don't you try emailing this department

    Feedback & Complaints
    [email protected]

    And forward them that email or copy it to them asking if this is usually how they do refunds considering you paid via PayPal or get a refund via Paypal ?

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