Hewlett-Packard (HP)
Ordered laptop arrived without requested backlit keyboard and was returned

Hi,

I ordered a HP laptop very recently and the amount of hours I put behind it on phone with HP representatives solving issues one after another is mind-numbing. And the worse part: Had to sent the laptop back 5 minutes after I opened it. Here it is:
1) I order a laptop online. My debit card could not be verified. So I try to pay with PayPal. Gets rejected by HP 2 more times making a total of 3. Despite this 2 days of being declined, I decided to stay with HP and finally got the 4th order verified.
2) Unfortunately, I had to shift my office room and I tried to change shipping address in vain. Spent hours trying to call HP everyday and finally after nothing worked out, had to ask for 'Hold at FedEx location'. Only to find out that it was on vehicle for delivery and my request was never processed. It is the responsibility of the shipper to take care of such concerns. The only valuable suggestion I got, after being transferred by customer reps all around the world, literally, is to physically BE at the old address when the package arrives. Too much to ask for a busy person, don't you think?
3) It took 10 days to reach me, a much awaited and anxious moment for a tech-geek like me. Only after 5 minutes, I found it did not have a backlit keyboard, which I had asked for specifically while placing the order. Spent 3 hours, non-stop, on phone with technicians, 2 hours of being on hold, and finally concluded that it indeed did not have that feature installed.
4) Now I spend 1 hour of trying to get it returned and ordering a brand new one, only to wait 10 more days.

This is a sheer waste of my time for absolutely no fault of mine. It just broke my trust in HP for which I tried very hard to reluctantly preserve after the endless troubles I faced so far. This was my first time with HP and a very sad experience. The least could be done is to make it up to me not for time (it is priceless) but for the mental troubles.

Company: Hewlett-Packard (HP)
Country: USA

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