HP (Hell Performance)

I also, helped her daughter CK ... my bloody computer won’t recognize an iPod. It finds and knows everything else, but hates iPods so much, it won’t find them. If you remember or don’t, her youngest son Z spends most of the time with his father. He is “afraid” to meet me for fear of hurting his dad. I was at a Christian bookstore near TM’s house and the elementary school where he attends. He came in, smiled at me and walked out with a hot chocolate. He knows me by sight, but not ready to talk with me. Sad, I would like it.

It was a challenging day yesterday!

I went down Wednesday night to drive CK to a church meeting at a house. I finished dishes and met TM at the apartment. She got off early. We picked up CK, dropped off her at the apartment and TM had us try a restaurant there in WL. It was nice, but expensive.
She had the sushi there, it was good, but pricey. I had a salmon sandwich, which was chef cooking -- pink and fleshy in the center, cooked on the outside. She didn’t much care for that type of rarity. We had an early night and she was tired. She had crap’s worth of sleep -- she has restless leg syndrome. We had a good morning and did a few errands. She was proud of herself for not impulse buying some cute outfits.
She wanted to buy a computer online from either HP or Dell. I recommended HP. It appeared that was a mistake. The order didn’t go through for the billing address wasn’t entered exactly as it is on her check. They declined the shipment, but ... the hold for the money on the bank account stayed. They didn’t email a confirmation or any notice to her email. Bogus, right? Anyway, I suggested as it failed, that we check her bank account and her email. That’s when we found out.

4:31:48 PM TM
Initial Question/Comment: question on orders
4:32:04 PM System
Marie C has joined this session!
4:32:04 PM System
Connected with Marie C
4:32:16 PM TM
Hello
4:32:34 PM Marie C
Thank you for contacting HP Home & Home Office Store Chat.
4:32:48 PM Marie C
Hi, my name is Marie. How are you doing today?
4:34:19 PM Marie C
Are you still there, TM?
4:34:29 PM TM
I had some problems ordering my computer. It said it was declined for unknown resaons
4:34:44 PM Marie C
I am sorry to hear that.
4:34:52 PM TM
I have money in my account
4:35:16 PM Marie C
Let me go ahead and check on your order.
4:35:24 PM TM
i try’d earlier today and was declined due to my address
4:35:29 PM Marie C
May I have your order number?
4:35:30 PM TM
okay
4:36:31 PM TM
There are several order numbers.
4:36:40 PM TM
Sorry...
4:36:50 PM TM
Let me explain the whole situation, please
4:37:09 PM TM
I made an order H#########
4:37:19 PM Marie C
Okay.
4:37:39 PM TM
It was declined, the billing address wasn’t right. The session didn’t detail the error
4:38:03 PM TM
I repeated the order twice, and found that it held the money on my bank account for 2 and an attempted third order
4:38:25 PM TM
I called the Bank and HP to correct this matter and now my bank account is fixed and the correct amount
4:38:58 PM TM
I would like now to proceed with an order of the computer that I wanted, but I am still encountering a decline message
4:39:07 PM TM
The billing address has been corrected.
4:39:29 PM TM
Is the reason for the decline due to activity today and might I be able to make this order/purchase tomorrow?
4:39:54 PM Marie C
I truly understand how you are feeling right now, TM.
4:40:27 PM TM
If there is a way, I would like to try to make my purchase today, if possible.
4:41:29 PM Marie C
I’m sorry that you found it difficult to purchase from us. We actually do a lot of work here at HP to ensure that our customers don’t fall through the cracks. I’m just glad that I’m chatting with you now so that I can have that issue resolved.
4:42:22 PM TM
OK. Great! What do I need to do to get an order completed today with you Marie C?
4:42:30 PM Marie C
I’d like to recommend that you contact our Sales Support Team who can help you place this order. However, you will need to do this over the phone by calling us at 1-888-etc between 7:00 AM - 2:00 AM EST, Monday - Friday.
4:42:45 PM Marie C
Once you get in contact with a representative, please request to be transferred to our Sales Support Team who is dedicated to handle these matters.
4:43:10 PM Marie C
Please understand that you will undergo a brief verification process for security purposes. We truly appreciate you contacting us right away regarding this matter.
4:43:29 PM TM
Is there any other information that I need to have to complete this order other than this telephone number?
4:43:40 PM TM
I appreciate your help and assistance today.
4:44:20 PM Marie C
You just have to provide to them one of the order numbers you have.
4:44:26 PM TM
It has been a very frustrating process. It lead me to believe for a bit, that buying HP might not have been wise. Perhaps HP will work with me as nicely as you have.
4:44:45 PM Marie C
Like the H###.
4:45:05 PM Marie C
Yes, we will.
4:45:28 PM TM
Much appreciated Marie! I hope that you have a great day and I will try to call them to complete this purchase.
4:45:46 PM Marie C
I am glad.
4:45:59 PM TM
Have a good day!
2:48:25 PM TM
Initial Question/Comment: It indicated a problem and I re-submitted an order. I do not want 2 computers. Please help me with this situation.
2:48:30 PM System
Nancy has joined this session!
2:48:30 PM System
Connected with Nancy
2:48:34 PM Nancy
Thank you for contacting HP Home & Home Office Store Chat.
2:48:37 PM TM
Hello Nancy
2:48:40 PM Nancy
My name is Nancy.
2:48:46 PM TM
Could you help me with this problem
2:48:50 PM Nancy
Hello, TM.
2:49:10 PM Nancy
I understand that you have duplicate order, right?
2:49:16 PM TM
That is correct
2:49:20 PM Nancy
I apologize for the inconvenience. I will be happy to assist you with your concern.
2:49:50 PM Nancy
HP is committed to customer satisfaction. Let me go ahead and assist you with this.
2:49:55 PM Nancy
What is your order number?
2:50:19 PM TM
unknown
2:50:27 PM TM
I made purchase minutes ago
2:50:31 PM TM
2 purchases
2:50:35 PM Nancy
What is your email address?
2:50:48 PM TM
name@yahoo.com
2:51:20 PM TM
do you need a mailing or billing address?
2:51:35 PM Nancy
What is your first and last name?
2:51:43 PM TM
TM
2:52:25 PM Nancy
Thank you.
2:52:40 PM Nancy
Yes, it shows here that you have duplicate order.
2:53:05 PM Nancy
Your order numbers are H### and H###.
2:53:57 PM TM
okay, how do i delete one of those
2:54:25 PM Nancy
You need to call the HP Home & Home Office Sales Center directly at 1-888-etc between 7:00 AM - 2:00 AM EST, seven days a week so that we cab further assist you regarding the problem with your duplicate order.
2:54:57 PM TM
i only need one. It did not take to a screen with order numbers or shipping DATE
2:55:06 PM TM
UH. . . .unhappy
2:55:25 PM Nancy
I am sorry to know that.
2:55:50 PM Nancy
However, you really need to call them directly since we are not allowed to cancel orders.
2:56:10 PM Nancy
However, you can do that by calling the HP Home & Home Office Sales Center directly.
2:56:17 PM TM
It did NOT give confirmation notice or form.
2:56:21 PM TM
That is a major problem
2:56:31 PM TM
why don’t I see an order number in my email?
2:56:51 PM Nancy
Nancy pushes page, http://www.shopping.hp.com/andmore
2:57:11 PM Nancy
Please use this link to get the status of your order.
2:57:29 PM Nancy
I already forwarded you your order numbers.
2:57:38 PM TM
I’m afraid that that isn’t the point.
2:57:48 PM TM
I didn’t get order confirmation in my email
2:58:08 PM TM
Friends have made purchases before and they instantly got confirmation for purchases
2:58:14 PM TM
why not me?
2:58:51 PM Nancy
Just call them please.
2:58:58 PM TM
am calling them
2:59:11 PM Nancy
Okay.
2:59:16 PM Nancy
Do you have any other questions that I can help you with? I want to make sure that I have completely addressed your concern today and are satisfied with my service.
2:59:52 PM TM
Why didn’t I get an email confirmation? Why didn’t an html confirmation code show? That is what I need to know.
3:00:06 PM TM
Presently I am speaking with them
3:00:29 PM TM
Could you also do me a favor and forward this conversation to my email?
3:00:56 PM TM
I will copy-paste this anyway, but would like it from HP
3:01:27 PM TM
hello?
3:02:21 PM TM
I am not making headway with them
3:02:31 PM System
Your agent has been disconnected from the system, you are now being transferred to your original queue. Please stand by...
3:02:31 PM System
Nancy has left this session!
3:03:36 PM System
Cathy D has joined this session!
3:03:36 PM System
Connected with Cathy D
3:03:44 PM Cathy D
Thank you for contacting HP Home & Home Office Store chat.
3:03:56 PM Cathy D
Hi! This is Cathy. How are you doing today?
3:04:37 PM TM
I am OK
3:04:49 PM TM
I have been having problems with a purchase, could you help me?
3:05:00 PM Cathy D
I am glad to know that, TM.
3:05:09 PM TM
I didn’t get a confirmation notice (html) or email
3:05:16 PM Cathy D
I will do my best to help you.
3:05:24 PM TM
I clicked on purchase again, I therefore have 2 purchases
3:05:38 PM TM
I am talking with Dell now, but I still don’t have confirmation emails
3:05:40 PM TM
Why not?
3:05:45 PM TM
coudl you send them to me?
3:05:54 PM TM
TM
3:06:00 PM TM
name@yahoo.com
3:06:09 PM TM
I made 2 purchases and needed only one
3:07:13 PM TM
hello?
3:07:36 PM Cathy D
Thank you for the information.
3:09:32 PM TM
I should of went with dell
3:09:46 PM Cathy D
I would like to verify, please correct me if I am wrong. Do you have two orders?
3:09:52 PM TM
yes
3:10:14 PM TM
am on the phone now. not happy with this
3:10:50 PM TM
they said my order was declined due to address, my account is still doubled charged
3:11:31 PM Cathy D
Can you provide me the two order numbers, please?
3:11:52 PM TM
H### h###
3:12:26 PM Cathy D
Thank you.
3:12:36 PM Cathy D
Please give me a minute to check.
3:13:15 PM TM
thank you
3:16:56 PM System
Your agent has been disconnected from the system, you are now being transferred to your original queue. Please stand by...
3:16:57 PM System
Cathy D has left this session!
3:17:31 PM System
Joy has joined this session!
3:17:32 PM System
Connected with Joy
3:18:38 PM TM
hi joy
3:19:32 PM TM
could I get a confirmation number on two purchases today?
3:19:55 PM TM
I only wanted to buy one computer, but oops ... I never got the confirmation notice
3:20:00 PM Joy
Hi TM.
3:20:04 PM TM
name@yahoo.com
3:20:18 PM TM
TM
3:20:33 PM TM
BTW: you are the third person to chat with me
3:20:41 PM TM
whatever that means
3:20:52 PM Joy
I am very sorry for the inconvenience.
3:21:17 PM Joy
I understand that you want to know your order number, right?
3:21:42 PM TM
no
3:21:48 PM TM
I want you to email me
3:22:06 PM Joy
One moment please.
3:22:09 PM TM
I should have an email confirmation from HP with the purchase details
3:22:12 PM Joy
Let me pull up your profile.
3:22:42 PM Joy
Thank you for waiting.
3:22:49 PM TM
NO, and I mean NO company lets that slide. They send you a purchase sheet for a $5 order. This is nearly $2000. I SHOULD have an email
3:23:12 PM Joy
The reason why you haven’t got any confirmation number it is because you had encountered a problem when placing the order.
3:23:19 PM TM
OK
3:23:20 PM Joy
The status is order decline.
3:23:27 PM TM
so I have been told
3:23:41 PM Joy
Please contact our Sales Center immediately to fix this issue.
3:23:50 PM TM
I have been billed for two computer and nether computer will arrive
3:23:57 PM Joy
They can be reach at 1-888-etc.
3:24:07 PM Joy
You were never billed.
3:24:07 PM TM
So, let me see. You won’t email me, but Dell will bill me twice
3:24:37 PM Joy
Charges were not actually made to your account by the HP Home & Home Office Sales Center. Your bank, however, did put a temporary hold on the available funds known as a pre-authorization. This is a banking standard practice, and unfortunately, out of the jurisdiction of the HP Home & Home Office Sales Center. The hold should be lifted from your account within the next few business days.
3:25:07 PM Joy
Please contact our Sales Center Immediately TM.
3:25:15 PM TM
OK. I understand.
3:26:07 PM Joy
Do you have any other questions that I can help you with? I want to make sure that I have completely addressed your concern today and are satisfied with my service.
3:26:08 PM Joy
Is there anything else I can assist you with today?
3:26:35 PM TM
I don’t think so.
3:26:45 PM Joy
Thank you once again for using HP Home & Home Office Store Chat. Please sign up for our award-winning bi-monthly e-newsletter which features the latest products and promotions for our store. Visit our website at: https://www.shopping.hp.com/andmore.
3:26:50 PM TM
I would have to say that the purchasing experience online has not been a good one
3:27:15 PM TM
You really should get the email thing settled
3:27:20 PM TM
just FYI
3:27:30 PM TM
Consumer Reports will like reading my entry this month
3:28:07 PM Joy
TM, if the order has encountered a problem, you will not receive an notification email.
3:28:44 PM TM
thanks
3:28:58 PM Joy
You are welcome.
Session ID: 463925
Question40

Anyway, hours later we fixed the mess with the bank and HP fixed the billing address. There were too many declines on her account from HP that he couldn’t authorize the purchase. Later a woman from HP called and would finalize the sale on Friday.
Meanwhile, CK was at school, then off to a wrestling match (she’s a athletic trainer) and they left for Goshen, IN for a match. She lost her phone that she got on Monday. Pretty sharp, huh? We stayed in communication with her via her partner-in-crime, MS. TM was way-tired in the evening so I picked up the girls from HS at 10 pm and stayed the night to make sure that everyone was sound and healthy.
CK is a grouch in the morning and I offered three times to wake her, but she was “too tired” to go to school. I sent in the Mommy who had “new ways of motivating” her. Tiredness wasn’t an excuse to be used. I think she wanted results, not excuses.

+ conversation with HP, mix of TM and I. For the benefit of HP, I own one, the third round of fighting turned out better. They worked with her and I and tried hard to get the computer through. The telephone numbers, order numbers, webpages have been truncated or altered.