Good products & prices, poor service

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TonySomerset's review of HP Official Store - www.shopping.hp.com

★★★☆☆

“Good products and prices, poor service”

Written on: 12/08/2011 by TonySomerset (13 reviews written)

Bought a laptop from the HP Official UK Store site. Wanted a HP laptop and their prices were the keenest, offering free Next Day delivery. Great.

Online Site is okay, naturally they have all their range with full information, it just is impossible to compare one to another, no select and compare facility. You need to know what you want.

Little did I realise how important the small print is. Nothing happened for three days! On checking back on the site I saw that some transactions are subject to a manual credit check which can take upto 48 hours. So much for Next Day delivery!

As my deadline was rushing up. Phone the call centre. My order still had not had credit clearance! Okay I understand electronic goods are high risk items and double checks are needed. But three days for a verified credit card sale. Beyond belief. What is the point of offering Next Delivery when you sit on your backside twiddling fingers and doing nothing for three days?

Non UK call-centre is a lottery. First call got a very concerned operator who understood fully my frustrations but offered nothing and as it turned out did nothing. When still nothing happened, called back and got Helen, well done Helen, she actually promised to do something and promised to ring me back. Which she did four hours later, when it was too late to cancel the order and re-order from (Dabs) a promised actually the next day delivery at an almost same price. Eventually assured it would be delivered today.
Unfortunately HP Store uses City Link couriers who, unlike competitors are unable to offer an AM or PM slot let alone a 2 hour delivery window some rivals can manage.

I am at the end of the delivery slot and still no delivery and no record online of consignment out for delivery.
A totally frustrating experience and major let down. Looks like I shall have to drive 60 miles to recover my consignment on Saturday.

Do not be lured by their product range or prices, just shop elsewhere for peace of mind and assured delivery.

  • Compaq Presario CQ56-111SA

    Goods purchased & cost

  • Quality of service

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Tonysomerset's Response to TonySomerset's Review

Written on: 26/08/2011

As it turns out my consignment was "lost" by the courier. HP agreed to the cancellation and refund but here two weeks later still waiting for refund. HP finance is handled from India who obviously work in a different time world. Not all you see on the internet is what is seems. Be sure to only go with good positive customer reviews and forget historical reputations.
HP sucks.

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