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January 31, 2007
HP Parts are hard to get
It has been over a year since a friend of mine ordered a notebook keyboard from Hewlett Packard. He's not received it yet. Below are the e-mail exchanges he's had with the HP Parts Store.
-----Original Message-----
From: hp.parts-store@hp.com [mailto:hp.parts-store@hp.com]
Sent: Monday, December 19, 2005 1:32 PM
To: Gary West
Subject: HP parts Store Order #xxxxxxxx | Order Confirmation
HP Parts Store
Buy Genuine HP computer parts, printer parts and Compaq parts, direct from the HP Parts Store.
Order confirmation
Thank you for using the HP Parts Store.
Your order has been received and will arrive in one or more packages depending on the number of parts you ordered. Please print this page or write down your order number (see below) so you can track order status using the HP Parts Store.
You can view your orders online, 24 hours a day using the 'Lookup order' link on the HP Parts Store. Please allow about 60 minutes after your order has been placed for our system to process it.
We appreciate your patience.
Parts you are ordering
Part :204278-001 Keyboard
Total price (USD) 42.00
Order subtotal 42.00
Shipping and Handling 0.00
Tax 2.84
Order total (USD) 44.84
Prices: Prices include shipping and handling.
Delivery: Please note that delivery is subject to part availability at the time the order is accepted. HP shall make reasonable efforts to meet any delivery date(s) quoted or acknowledged, but shall not be liable for failure to meet such dates.
That last paragraph is very important.
From: Gary West
Sent: Monday, March 13, 2006 6:03 AM
To: Hp Parts-store
Subject: RE: HP parts Store Order #xxxxxxxxx | Order Confirmation
I placed this order in December with a predicted delivery of Feb 2nd. It is now 3 months since I placed this order.
Please can you advise status.
Regards
Gary West
-----Original Message-----
From: Hp Parts-store [mailto:hp.parts-store@hp.com]
Sent: Monday, March 13, 2006 12:21 PM
To: Gary West
Subject: RE: HP parts Store Order #xxxxxxx | Order Confirmation
Please call 800-227-8164
Regards,
From: Gary West
Sent: Monday, March 13, 2006 12:39 PM
To: Hp Parts-store
Subject: RE: HP parts Store Order #xxxxxxxxxx | Order Confirmation
I did,
One woman said she couldn't’t help me and another line just says they’re busy and I’ve been waiting for over an hour. I need help and ain’t getting it !!!! I think 3 months to wait for an order is a stretch, but your 1-800 number is wasting my time. I’ve paid for the part and have not got it - Help !
Regards
Gary West
-----Original Message-----
From: Hp Parts-store [mailto:hp.parts-store@hp.com]
Sent: Monday, March 13, 2006 3:42 PM
To: Gary West
Subject: RE: HP parts Store Order #xxxxxxxxxx | Order Confirmation
It's 800-227-8164 Options 2, 1, 1 to check order status. Your estimated shipping date is 03/18/06.
Regards,
From: Gary West
Sent: Monday, May 15, 2006 1:44 PM
To: Hp Parts-store
Subject: RE: HP parts Store Order #xxxxxxxxx | Order Confirmation
Well it’s now 5/15 and not 3/18 and it is now 5 months since I ordered the part. While I am patient, I think HP is stretching things here. Will I get my part or my money back this year ?
Gary West
-----Original Message-----
From: Hp Parts-store [mailto:hp.parts-store@hp.com]
Sent: Tuesday, May 16, 2006 5:29 PM
To: Gary West
Subject: RE: HP parts Store Order # | Order Confirmation
Hello,
This part is on back order. The estimated shipping date is May 21st. If you have any questions, please contact the HP Parts Store at 1-800-227-8164 opt 2.
Thank You,
HPPS
From: Gary West
Sent: Friday, July 21, 2006 9:18 AM
To: Hp Parts-store
Subject: RE: HP parts Store Order #xxxxxxxx | Order Confirmation
Dear HP,
While I am noted for my patience. I am beginning to think that no-one actually really cares about my order that is past due by 7 months. I would like either my parts or money back within 7 days. I can confirm that even though this is a small claim I intend to re-coup my loss by all legal means possible.
Regards
Gary West
-----Original Message-----
From: Hp Parts-store [mailto:hp.parts-store@hp.com]
Sent: Friday, July 21, 2006 5:25 PM
To: Gary West
Subject: RE: HP parts Store Order xxxxxxxxx | Order Confirmation
Hello,
Unfortunately, we do not have the data base to look up your order. You will need to contact the HP Parts Store at 1-800-227-8164 opt 2. Ask to speak with a supervisor. They will be able to assist you with this issue.
Thank You,
HPPS
Sent November 15
Dear HP Parts Store (though something tells me that this is not indeed your genuine name),
Just a gentle reminder that it is now just short of 12 months from when I placed the order with you. I can't wait in anticipation for my first inaugural birthday card from HP celebrating this particular non-event. I am sure you will share with me the celebration of highs and lows of this roller coaster ride during the past year. Indeed, I have seldom witnessed such a variety of excuses and diversionary tactics in order to frustrate a customer, (sorry did I say customer, I meant gullible sod).
So here's looking at yer kid and look forward to another year of pointless banter between us. On the other hand, on the other hand, maybe, just maybe, HP could either supply me with a refund or the part I ordered in the first place - nah, impossible. I look forward with some trepidation to further in-action on your behalf, no, on second thoughts I think I'll just write to your CEO and get someone fired.
Yours with the sincerity of OJ Simpson's latest book.
Regards
Gary West
Posted by delmer at January 31, 2007 9:25 PM