UPDATE: Last Chance

More TouchPads on the Way  UPDATE: Last Chance

 

At HP, we try very hard to provide a positive experience to every customer who purchases an HP product. In some cases, like the HP TouchPad where supply has been extremely limited from the start, we simply cannot meet demand. We are now announcing that while some retailers will have limited stock available, HP’s online inventory is depleted.

 

Thank you for your interest in this product and the feedback you provided. Your input plays a critical role in defining our product roadmap and will help us continue to bring innovative products to market.  

 

I finally have some solid news to share about TouchPad availability.

 

Before I share, let me first say thank you for enthusiasm for this product. Since we announced the price drop, the number of inquiries about the product and the speed at which it disappeared from inventory has been stunning. I think it’s safe to say we were pleasantly surprised by the response.

 

Despite announcing an end to manufacturing webOS hardware, we have decided to produce one last run of TouchPads to meet unfulfilled demand. We don’t know exactly when these units will be available or how many we’ll get, and we can’t promise we’ll have enough for everyone. We do know that it will be at least a few weeks before you can purchase.  See more information in the updated FAQs below.

 

Bryna (@BrynaatHP) and I (@MarkatHP) will update you here and on Twitter on the status of the new batch of systems. Please continue to share your thoughts and questions with us. Although we can’t respond to every one directly, we are sharing your feedback with teams inside HP.

 

Please note that many of the questions below address concern about orders previously placed on our HP Home & Home Office and HP Small & Medium Business online stores. It’s important to note that these are separate stores with slightly different procedures. We also know that we’re sparse on information about availability outside the US. We will share updates on regional availability as the information comes in.

  

Updated TouchPad Availability & Pricing…

 

Q: When is HP getting more HP TouchPads?  One week, two weeks, a month?

A limited supply are coming and it will be a few weeks before they are available.  As we know more about how, when, and where TouchPads will be available, we will communicate that here and through email to those who requested notification.  We can tell you that HP’s Small and Medium Business team has sold out of HP TouchPads and will not have more inventory.

 

Q: Can you comment on whether HP had to manufacture more to meet the recent demand?

HP will be manufacturing a limited quantity of TouchPads with webOS during our fourth fiscal quarter 2011, which ends October 31.

 

Q: Will HP continue to make more TouchPads with webOS to meet the demand?

HP is discontinuing the development of webOS devices and is winding down device operations within our fourth fiscal quarter 2011.

 

Q: Will the notification/alert emails go out all at once so everyone has a fair shot?

All those who requested notification have been notified today that more are coming in the future, and will be notified again when more specifics are known.

 

Q: How does HP plan to address disappointed customers?

All those who requested notification have received a one-time exclusive offer along with their email as our thanks for their patience and loyalty throughout this situation.

  

Q: What about retailers?  Some retailers won’t price match or drop their price to $99.

Each retailer will manage their own policy and process regarding pricing and price matching.  Please contact the local retailer of your choice to see what their current position is.

 

Q: Please limit stock to 1 per person: some people are getting 20 and then selling them on craigslist and eBay for a major profit.

If more inventory is available in the future, there will be an order limit.

 

Q: What if you already own a TouchPad but want to get $99 pricing?

Please contact the retailer or the specific HP store where you originally purchased for their policy on this question.

 

Q: What about other regions, such as hp.ca, etc.?

At this time, other regions have limited to no inventory available.  Please check with your chosen retailer or your local hp.com web site for more information.

 

Q: Any news on discounted TouchPad accessories or Pre2 or Veer phones or accessories?

Limited inventory remains on TouchPad and smartphone accessories.  Please visit HP Home & Home Office or your chosen retailer for current availability as this situation is changing rapidly.

 

Information about Online Orders…

 

Q: What does ‘your order has been captured’ mean?

If you received this message when placing an order, it means the order itself was captured.  Because of the fast pace of orders being received, that order may not have been fulfilled once processed.  If it was not you should have received a cancelation notice.

 

Q: The website had issues, so I couldn’t place an order.  Can I still order a TouchPad?

More information will be available in the next few days about whether HP’s Home & Home Office Store will have more units available in the future or not.  HP’s Small and Medium Business team has sold out of HP TouchPads.

 

Q: Does my TouchPad order qualify for free shipping?

No other discounts or promotions can be applied to the TouchPad promotion.  However, because a Free Shipping offer was on the website for a portion of the promotional period and some customers received Free Shipping as a result, we are waiving ground shipping charges for all customers who ordered the TouchPad after the reduced promotional pricing was announced on Saturday August 20.  Ground shipping charges are being manually removed from all orders that had ground shipping.  However, for those orders that have already shipped and invoiced, a credit will be applied for the standard ground freight charges and a revised invoice sent.

 

Regretfully, expedited shipping is not available on the TouchPad promotion orders.  If you requested and were charged for expedited shipping, you will receive a credit for those charges.  If your order has already shipped and invoiced, a credit will be applied and a revised invoice sent.

 

Q: Can I use an eCoupon or HP corporate discount to my TouchPad order?

No other discounts or promotions can be applied with the TouchPad promotion. 

 

Q: What if your order status says approved but you haven’t received an email yet?

You should have received either an email confirming your order, or an email canceling your order if we were unable to fulfill it.  If you received no follow-up emails after placing your order online, please contact us at www.hpdirect.com/shop/liveassistance

 

Q: Can I return my HP TouchPad?

No. Any HP TouchPad purchased at the price promotion of $99 and $149 is not eligible for a return. 

 

If you are having technical difficulties with your product or it was damaged during deliver, please contact HP Technical Support at 1-800-474-6836.

 

Q: What is the process for withdrawing my cancel request?

Unfortunately, if you requested to have your TouchPad order canceled, it is already in process and cannot be stopped.  We are not able to reprocess the order due to lack of TouchPad inventory.

 

More Information about Online Orders from HP’s Home & Home Office store…

 

Q: I placed my order online with HP’s Home & Home Office Store. How can I check the status of my order from HP?

For Home & Home Office customers you can check your order status here.  Once you follow the steps to either enter order number and phone number or sign into the site, you will be shown your order status:

 

  • If it shows Shipped, then your order has already shipped.
  • If it shows Item being processed, then your order is in queue to be shipped and all shipments should be complete by Wednesday August 24, 2011.
  • If it shows Order Pending, then your order is in review and we ask you to please check your order status again the next business day.
  • For all other order statuses, please contact our call center at 1-888-476-3988.

 

Q: Why was my order canceled from HP Home & Home Office Store?

Because of the fast pace of order volume over the weekend, some customers placed orders which we were unable to fulfill.  Those customers received cancelation emails informing them that we were unable to fulfill their order and that their credit would appear on their bank statements within 3-5 business days.  If you have not received an email notification and are still uncertain, please visit www.hpdirect.com/shop/liveassistance for more details.

 

More Information about Online Orders from HP’s Small & Medium Business store…

  

Q: I ordered from the HP SMB Store during the promotion but the discounted price was not reflected in my cart/order confirmation page/invoice.  Is HP honoring the discount price?

Yes, some of our SMB customers may have experienced a pricing error while purchasing on August 20th and 21st. We are in the process of ensuring every order is honored at the discounted price.  Most orders are being manually updated to reflect accurate pricing, prior to invoicing being sent.  However, for those orders that have already shipped and invoiced, a credit will be applied for the difference and a revised invoice sent.

 

Q: I placed my order online with HP’s SMB Store.  How do I confirm that it was received?

For orders placed after 4am CT on Monday 22nd August, US SMB had already sold out of HP TouchPad. We are unable to fulfill these orders and they have been cancelled.  If you saw a reserve hold for the amount of your order on your credit card, no actual charges have been made and this reserve hold will be released now that the order has been cancelled.

 

If you placed an order prior to 4am CT Monday, August 22, we are working through the large volume of orders, verifying payment details and seeking to source inventory for fulfillment.  This process is taking longer than first anticipated. At this time, we cannot guarantee supply to all these orders but are working to supply as many orders as possible. If you saw a reserve hold for the amount of your order on your credit card and your order cannot be fulfilled, no actual charges have been made, and this reserve hold will be released if the order is cancelled.

 

You can check your order status here.  If your order is not recognized, please check your order status again the next business day. When inventory has been allocated the status will change to “shipped.”   Please note that planned ship and delivery dates on the order status page are not accurate for TouchPad orders. You can only be certain that we have identified a unit to fulfill your order once the order status shows a shipment tracking number.

 

Q: Why was my order canceled from HP Small & Medium Business Store?

If you placed an order for a HP TouchPad on Monday, August 22nd – Wednesday, August 24th this was after a Sold Out message was posted on our webstore. All of these orders are being cancelled.  If you saw a reserve hold for the amount of your order on your credit card, no actual charges have been made and this reserve hold will be released as soon as the order is canceled.

 

There are several reasons that your order would have been canceled if you placed it on Saturday, August 20th or Sunday, August 21st, such as a duplicate order found or billing issues on the account.  If you believe your order was canceled in error, please contact an HP Customer Service Representative at 1-866-625-0242 (Dial option #3) or via Email Customer Service option who will be happy to assist you. Please be aware that we are experiencing significant call volumes with extended wait times, so we ask for your patience.

 

 

Mark Budgell

Mark Budgell (@MarkatHP) is Editor-in-Chief of The Next Bench and a Social Media Strategist.

 

 

Comments
by lordzeppelin
on ‎10-28-2011 07:23 PM

@ guyiniowa

 

I didn't take your post personally, I just wasn't quite sure if your response was relative to mine or not, and responded accordingly. Believe me I like to speculate and play devils advocate, growing up I was always told I should be a lawyer, and in high school and college I was told to join the debate team by professors, it is just my nature to throw the "what if, and speculate about it" Do I sound like a philophosy major? LOL

 

I understand what you are saying about people getting their hopes up. Believe me in reading all these posts by some of the people on here I knew I had to make it crystal clear that I was only speculating and offering my opinion which like you said is half the fun.

 

It certainly has been fun and entertaining especially ggold, I think I am almost going to miss this blog :chokes up:

Peace out y'all

by AssWipe
‎10-28-2011 08:26 PM - edited ‎10-28-2011 08:28 PM

We all speculated to some degree.  I was proven wrong when I said they  should give the people on the notification list a chance before the general public.  I was speculating that HP knew how to treat its customers.  It would have been the best business/customer relations decision to do just as I said.  But NOOOOO  they got greedy and disposed of the excess inventory in a way that sucks people into buying more of their crappy products,  while at the same time screwing the people that actually believed their lies and hung around their site and this blog.   They picked a bad way to handle this issue. 

 

 

I wonder if anyone has put up a hate HP webste yet?

 

 

I'm off to google it now.

 

cheers

 

 

 

edit.  lmao there are tons of "I hate HP" stuff on google....facebook and everything

 

 

by EB
on ‎10-28-2011 08:27 PM

I am so disappointed that there will not be any of the reduced price HP Touchpads available.  As many others have said,  I have been a loyal customer for many years.  I have 3 kids, two in college that do not have computers.  My husband lost his job so it isn't possible to spend much.  I  told them that I had a surprise coming, hopefully by October.  I thought that since I tried to purchase from the hp direct website and because I called to reserve 3 touchpads, that surely I would get a chance to buy.  I am actually quite sad.  HP has always been my first choice in computer and printers, but now I feel betrayed.  I think existing customers should have been offered the tablets at the reduced price first.  It would have been a very decent thing to do and a smart way to keep customers.

by calluch
on ‎10-28-2011 08:37 PM

I will never, never ever buy from HP again !!! Lie lie and lie more HP

by Yazrocks
on ‎10-28-2011 09:38 PM

I hope HP is familiar with the concept of a Class Action lawsuit and is prepared to pay to each claimaint the difference required to acquire a tablet of equal or better quality.

by daMom87
on ‎10-28-2011 10:13 PM

So I have not yet received my email from HP. Very upset with HP for leading everyone on for 2 months, then letting employees buy them all, knowing they had customers interested! I still want to know what happened to all the ones that Costco and other companies had to pull from their shelves & return the weekend of the fire sale? Who ended up with all those?

Now as of 11-1-11, the only way to get a $149 tablet is to buy a computer at Best Buy first? When you don't need a computer, but only want a tablet, how stupid is that? Don't they realize in this economy, people don't have the extra $500 or more to buy a computer as well as shell out $149? At that price, I'd just go & buy an I-pad and not have to deal with HP & their crazy business practices.

We have not purchased HP computers EVER and only wanted a tablet at the $99 or $149 price. We won't be HP customers now or any time in the future.

 

HP did a huge disservice to themselves.  They have lost my business.  Netflix lost over 800,000 customers when they almost doubled their pricing. You won't be able to tell how many customers you lost except by the fact that most of your equipment will not sell & all of us smart, savy, and frugal customers will spend our money with other companies!

 

Buh bye HP!

by mitsured
on ‎10-28-2011 10:55 PM

Instead of posting the new comments at the top and sending me that wonderful email they should have just posted. HA HA suckers!

At least that way I would need boots to walk through the s&%t after reading that email.

 

Thanks HP F you too and no vaseline for you either. Smiley Happy

 

Now that my rant is over I do have one question.

Why did I sign up for updates?

by mitsured
on ‎10-28-2011 11:00 PM

For anyone else who reads this I am personally going to file a bbb claim, don't think it will do any good other than decrease HPs bbb status.

 

Here is the bbb link for shopping.hp.com

 

http://sanjose.bbb.org/business-reviews/Computer-Networking-Services/Hewlett-Packard-in-Palo-Alto-CA...

by lugifer
on ‎10-28-2011 11:05 PM

what a clusterf*ck.

 

so what was this all about?

 

"Despite announcing an end to manufacturing webOS hardware, we have decided to produce one last run of TouchPads to meet unfulfilled demand. We don’t know exactly when these units will be available or how many we’ll get, and we can’t promise we’ll have enough for everyone. We do know that it will be at least a few weeks before you can purchase. "

 

couldnt they have informed people earlier than this? more than 2 months and then doing this bundling thing? bad form. it's so meg whitman. seems like CA dodged a bullet.

 

let's see how much pcs people will buy. people normally buy a high ticket item for itself and not for an accompanying item that they will still have to pay for. why buy an expensive item just for the right to buy a discontinued product? might as well buy a toshiba/asus/dell etc and get an android tablet or a  kindle fire. savvy buyers will just wait for black friday deals than get saddled with a pricey hp pc just to get the tp.

 

the upside? i can stop following brynna and her inanities.

by Iturrino
on ‎10-28-2011 11:13 PM

It is remarkable how ungrateful HP is to It’s loyal customers. I have for years believed that HP has different that other pc companies. You know, those that grab your money and hide behind call centers when we are in need some service. When the Touchpad came out, I wanted one not just only because the fruity one was too expensive, I wanted one that would be from HP. So I waited until it was affordable. Finally I got the chance to buy it, got to HP website, it was available, and by the time I was able to get in, it was gone. I waited, called, called, waited; once was called by the HP operator a priority customer. Guess what, no e-mail, no call. Now after patiently waiting for weeks for the third massive 100,000 plus Touchpad sell out, you tell us there is no more! How come Best Buy has them available if you buy a laptop bundle! My friend, you lost me as a customer.

 

by jimslanker
on ‎10-29-2011 12:23 AM

Mark Budgell,

      Mr Social Media Strategist,  exactly what kind of strategy did you have in mind with this BLOG? 

 

      Lets keep thousands of potential customers dreams alive of getting a bargain touchpad and then leave them in the dark with no updates.... Then tell them what you promised was a lie! 

 

    NICE Strategy!     Mission Accomplished... You have most definitely turned many away from being HP customers.    ??? Was that the Goal.... Hahahahahah what a laugh this must all be to you guys

 

 "Your input plays a critical role in defining our product roadmap and will help us continue to bring innovative products to market"       Really.... Really.... Have you bozos even read these post ???   What do the business experts think about lying to customers?  That is what you have been doing. I like many others have been monitoring this web site to see when the new units you promised would be available.... And Look what you did...    You LIED!  how will lying to thousands of people help HP.  How will lying to us all help HP as a company....      

 

Oh Well BooHoo    guess everyone will have to Pony up the real cash to buy the iPad, lotz more apps... WebOS had great potential

 

by bitel1
‎10-29-2011 03:23 AM - edited ‎10-29-2011 03:24 AM

 

You S.O.B.'s @ HP

how dare you!!!

we waited & waited...Thanks alot.

by T1
on ‎10-29-2011 04:04 AM

bite1 actually says it quite well.

 

I don't understand why you people even made this post in the first place. You should just have written this:

 

We will only sell the new HP touchpads to people who already ordered 20-22 august. After that date you won't be able to order the touchpads because we are selling them to the employees only. 

 

You may find them in some stores but that has nothing to do with us. Contact the store for more information.

 

Anyone who is looking to be able to buy from HP store should give up since we won't be selling anymore touchpads to non-employees. 

 

Tell me was it so hard to write those 6 lines? 

 

Time is money and think of how much we just wasted so you could be humoured. 

 

As I said on twitter already, I will never be buying any HP products anymore. I won't say it's because I didn't get to buy a Touchpad, no it's because of your handling of this case. If I had known from the start I would go; oh well I missed the boat.

 

What you did was keeping us waiting untill in the end saying that we waited for nothing because there was nothing there from the start. Something you don't do to your customers if you want them to come back. This is something you do if you don't want people to buy your products anymore. Something that seems to be working out very well since I won't be buying anything from HP.

 

Thanks for treating us as crap, HP. We shall never forget. We shall never forgive. 

 

PS: Good luck to the new dude who has to deal with this crap.

by dahbumm2001
on ‎10-29-2011 05:02 AM

Watt up with the touchpad,, i can believe it  you lie too youre costomer ,

 

LIERRRRRRRRRRRRRRRRRRRRRR LIIERRRRRRRRRRRRRRRRRRRRR!!!!!!!!!

ILL NEVER BUY HP AGAIN  NEVER NEVER NEVER  U SUCK!!!!!!

by bitel1
on ‎10-29-2011 05:25 AM

 

Adding to my previous post....

 

As far as Best Buy is concerned,

 

Screw you & your bundle!!!

by evilhomerguy
on ‎10-29-2011 05:43 AM

Finally - no more "add me to the list" posts !!

 

Thank you HP !!

 

Can't wait for the next touchpad Smiley Happy

by jferry2
on ‎10-29-2011 06:00 AM

I hung around for months for this?  The game seemed to be that we would at least get a shot at one from the next shipment.  That later changed to "they're going to our employees, but maybe there will be a few left for you suckers."  Which has now changed to "we can make a few bucks setting up special deals with Best Buy, so screw you guys."

 

So now I can take a few minutes and reflect on my HP experiences over the years.  I've bought several cheap printers, and I knew they were cheap when I bought them so I didn't expect much.  I knew they'd try to make their money off of overpriced ink, and I gritted my teeth and went along with it. 

 

I've bought a ridiculous number of HP PCs for my business.  They've not been as good as other PCs and they're loaded with bloatware, but I wanted to give them a shot.  It's pretty easy for me to switch to another vendor in the future, and I've now run out of reasons to stay with HP.

 

So I guess the bottom line is I'm a bit angry with HP for stringing me along and making me feel foolish, and now I have a very clear picture of what I can expect when it comes to customer service.  Of course HP has every right to make these types of decisions and run their business however they want.  They don't owe me anything.

 

Still, I'll never buy from HP again.

by HP_Did_Wrong
on ‎10-29-2011 06:05 AM

 

Real classy HP, what a crock..  HP sucks.  Why the lies?  Now just cross them out on your blog?  Who the hell is running your company?  Some idiot or what?  What a way to treat propspective customers. I will never buy another HP product after this incident. As a company you should be ashamed of yourself for the lies.

I'm also happy i can stop following bryna now and hearing about her dog, her obsession with 80s, geeks, halloween, hashtags and all the other crap that had NOTHING to do with hp, or touchpads. And HP actually pays her to put that garbage on Twitter. Now I don't have to check her or Marks' tweets all day long. They knew they weren't going to give us a chance at buying at Touchpad. What a bunch of liars.

by Spektor
on ‎10-29-2011 06:08 AM

Well my comment to HP is BULLSH-T!  So now Best Buy will be the only entity getting the new batch of Touchpads while everyone else, including people like me who already "bought" Touchpads the other month only to have their orders later canceled, will again get screwed?

 

What in Gds name are people at HP thinking with this? Could any company, other than say perhaps Netflix or Macy's or BP, perhaps, ever dream of a more bungling means of angering customers in a faster, more complete manner?

 

I bought one Touchpad from Barnes and Noble.  My order and charge card went through -- and days later it was unilaterally cancelled by B+N.  Hedging my bet I also bought a Touchpad from Office Max.  Same thing happened.

 

So HP, you should be FIRST be filling orders from ndividual ipeople like me who bought your products only to have their orders later cancelled.  --Not handing over everything the Best Buy like this.

 

This is just plain wrong and if nothing is done for buyers like me, then forget it, HP will lose me as a customer forever.  And I plan on living a good long time.

 

That's my comment.

by wjgilson
on ‎10-29-2011 07:04 AM

Thanks a lot HP...I guess we are all suckers.  I also waited 2 months like a stooge.....I will not buy another HP product again...ever.

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