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 Kalel3290
on ‎10-05-2011 07:01 AM

Wow, like that "Hollier than thou" comments from Ipad. I have an Ipad and just ordered a Kindle Fire, but I would like to get a Touchpad. I will not blame HP if I do not get one. I try to follow the useless tweets, and babbling that is going on in this blog, but it really does not matter. As I have a life outside of  here and do not feel it is my duty to berate and belittle others, I have kept quiet about HP's information or lack of information. I really hope that those who think it is there job to make fun of others feel better about themselves at the end of the day.

by AssWipe
on ‎10-05-2011 08:41 AM

I've been watching this blog since it started.  Its been quite amusing to say the least.  I can't believe there are so many people in this world that can't read and/or comprehend this simple fact.......The  list is closed and has been since the beginning of the last week in august.   If you did sign up to be notified when the touchpad will be in stock again at that time you should have already gotten 2 emails with updates from HP.  If you haven't gotten any emails from HP then its over for you.  If you did get these emails you can expect to recieve another email soon that will give you a chance to purchase a limited amount after they become available again.  HP has already recieved a shipment,  fulfulled its backorders, and gave SOME [not all] divisions of HP employees a chance to buy one.  I suspect that by the end of next week all those will have been shipped.  At that time you can only check your emails from HP for your chance to get one. HP will probably send these people a coupon code and a link to get theirs from. 

 

Now.....I'm not absolutely positive thats what will happen but I'm pretty dam sure what I have stated above is what has happened so far.  HP had a real mess to deal with in the past month or so.  I firmly believe that HP will come thru with its promises...to the people that signed up to be notified when the touchpad is back in stock.  There were a ton of employees that bought them and a lot of backorders to fulfill.  There are probably just as many people that signed up for the email update also.  So if they were able to make another 200k touchpads you might as well give up if you didn't sign up.  Its quite possible that you won't get one even if you did sign up to be notified.   When HP gets to the point they are ready to deal with the email notification people it will certainly be on a first come first served basis.  

 

How do I know this?  Just read and comprehend all the info that has been given out as well as simple deduction,  taking into consideration logic and decent general business practices to promote good will.  I know I'm on the list according to the emails from HP so I believe that I will get the final email with a coupon code.  When that happens I need to act fast because surely the inventory is limited.  The general public might as well just go purchase one from ebay while they are still available there.  Otherwise,  forget it.

 

One last thing here.....

 

 

where can I find the list so I can sign up?

Smiley Wink

by dghphp
on ‎10-05-2011 08:53 AM

It's been over a month since the last update either here or via email to those who are on the list to be notified when more touchpads will become available. In the interim, the touchpad appears to have been offered at much higher prices on the hp website, but it isn't clear if this was an actual offering or a sale.

 

HP - it's been over a month - there are 1500 plus posts here - KINDLY GIVE EVERYONE SOME INFORMATION!

 

Thanks.

by AssWipe
‎10-05-2011 09:31 AM - edited ‎10-05-2011 09:40 AM

This is the email I recieved from HP at the end of august. 

 

Dear Customer,

Thank you for your interest in the HP TouchPad and webOS. The overwhelming demand for this product in recent days has made it difficult to fulfill your request at the present time, and we are working to make more available as soon as possible. While we do not yet have specific details, we know it will be at least a few weeks before we have a limited quantity available again. We will keep you informed as we have more specifics that we can communicate, and we encourage you to join the conversation here for the latest information.

In light of this and other recent HP news, we want you to know that we remain committed to you. We will continue to honor our warranties now and in the future. We will continue delivering products that make a difference in your life and we will continue to provide the best possible service to you every day.

We are grateful for your patience and loyalty and to show our gratitude, we are offering you an exclusive one-time opportunity to save an additional amount on all of our products, valid through the end of the day tomorrow, Wednesday, August 31, 2011. You'll save 25% off all printers, ink, HP accessories, and PCs starting at or above $599. To take advantage of this offer, use your unique coupon code 669XXXXX5 at checkout, and for more information on the details of this offer, please look at the bottom of this email.


Sincerely,

hpdirect.com

 

It does ask the customer to please be patient and mentions that they are working as hard as they can to resolve this issue.

 

 It clearly states that they are working on making more available  and HP will contact us when they are available.  Apparently, available means....after they finish production, after they arrive in the US and after the employees get theirs.  If there are any left by then HP will contact  the people that asked to be notified when they become available again. 

 

This whole process takes time.  Hell,  they had to produce those 200k units and ship them to the US.  That takes time,  certainly more than a month.  Then they had to fulfill the backorders and such.  I expect to hear from HP before too long now. 

 

To those that are asking for an update from HP.......at this time there is no reason for an update.  There won't be an update untill the touchpads are made available to either the people that got on the list or the general public.  And that won't happen till they are ready to offer them for sale.  Please be patient. 

by g_cujcuj
on ‎10-05-2011 09:52 AM

Email i got from HP this week:

 

www.hp.com/go/touchpadFAQ    

Dear Customer,

 

Thank you for your continued interest in webOS and the HP TouchPad.  We wanted to update you with a status of your order 3XXXXXX0

 

Your order is still confirmed, and we are fulfilling orders daily based on the time the order was received.  We expect all orders to ship by October 31st.   We will continue to update you of any changes to this date via email until your order ships.  We apologize that we cannot give you an exact ship date for your order. Please note that planned ship and delivery dates on the Order Status page are not accurate for TouchPad orders. You will receive a final shipping notification with a tracking number once your order has actually shipped. 

 

If this timeline is not acceptable, please send an email to TouchPadCancel@hp.com with your instructions for cancellation within a week.  Be sure to include your HP order number and the name and ship-to address on the order.  Also please indicate clearly if this is the only order requiring cancellation or if you wish all orders in your name to be canceled. You will receive an automated cancel notification when your order cancellation request has been processed.  Please be aware, however, that cancellations cannot be reversed, and our US SMB store has sold out of HP TouchPad and will not make any further available for sale. 

 

In addition, at the significantly reduced price, the HP TouchPad does not qualify for our standard 30-day return policy and is not returnable. 

 

If you used a credit card for your purchase:  Please check the expiration date of the card used for your TouchPad purchase.  If it is set to expire within the next few weeks, you will need to contact HP immediately to update the expiration or provide a new card number.  You can call 1-800-888-0292, opt 3 to speak to an SMB representative or you can send an email to TouchPadCancel@hp.com with the subject line “CREDIT CARD CALL-BACK.”  Please provide the name on the order, the HP order number and a phone number where you can be reached, and a Customer Service Representative will call you back to update the credit card information.  Also note that the credit card used for the purchase will be charged at the time of shipment.

 

Thank you for your continued patience.

 

Sincerely,

Your HP Small and Medium Business Team


by AssWipe
‎10-05-2011 09:56 AM - edited ‎10-05-2011 10:03 AM

The email you posted you recieved because you were lucky enough to get your order in back in august.  You are one of the remaining backorders they had to fulfill.  So it looks like the backorders are almost done and the employees had 2 days to get theirs.  Next in line are the people that asked to be notified by email when they become available.  Then, if there are any left,  the general public will have a chance.

 

When I talked to HP I was told that it was simply a glitch that it stated on the order page that they were in stock the other day with the new prices.   That certainly could be true.  If you notice there have been a few subtle changes to the touchpad order pages.  Like the techs over there finally figured it out.  As far as the new pricing goes.......I don't have a clue about why a price is even posted at this time.  I do feel that HP will hold to the firesale prices for the buyers that asked to be notified by email when they arrive.  However,  after all those orders are fulfilled you can bet the newly posted price will go into effect.  At that time all of HP obligations will be fulfilled and there would be no reason to continue to offer them so cheaply.   Makes sense to me.

by g_cujcuj
on ‎10-05-2011 10:13 AM

Yea I posted because I figured it might help others that do have orders pending a status update.  For some reason I remember having an email saying they will not be taking anymore orders...

 

@ipad:  How did you get your orders shipped already? Did you contact HP to do so?  It is really annoying to keep having a charge on my account for over a month for a tp and not have anything to show for it. 

 

 

by AssWipe
on ‎10-05-2011 10:31 AM

Thanks for posting that for the customers that ordered thru the SMB.  Surely they all recieved the same email or will get it shortly.  Yes,  it sucks having that charge on your account sitting in limbo.  Seems to me that HP is doing the best that they can as quickly as they can......without hireing on xtra people to the shipping dept.  

 

This whole procedure for HP to manufacture more touchpads and to get them to the US and out the door takes time to impliment.  HP did have another choice in this matter.  They could have said forgetaboutit,  they are gone and thats that.  But HP stepped up to the plate of make some more for us but most likely  to use up the parts that were already made and to NOT renig on their contracts with the actual manufacturers.   

 

I've been watching this thread since the beginning and wanted to post several times but didn't want to bother to sign up.  Today I realized I was already signed up so I figured I would express my thoughts and opinions from the chats I've had with HP employees when placing orders for other items.  As a result........I always like to mention...........

 

 

 

"You can believe me because

 

 

I never lie and

 

 

I'm always right." Smiley Wink

 

 

Spoiler
 

 

 

 

 

 

by hpsos86
on ‎10-05-2011 10:37 AM

Johnny come lately here ive been looking at the touchpad since march and the few weeks that i decide to live under a rock the price drops to where I can purchase it and it was sold out before I can get my hands on one so I am offically state that i need one when they are re released... Im serious and why did the pre2 go back to full price $150 on verizon and on that note the pre3 is there an availablity on that or what will be the touchpad  and pre3 replacements... webOS... what system will follow

by AssWipe
‎10-05-2011 10:42 AM - edited ‎10-05-2011 10:43 AM

welcome to the show Johnnyhpsos86.  HP has been generous enough to supply a bowl of valiums at the door for the members here.  Grab a couple and have a seat while we all patiently wait this out. 

by acco1st
on ‎10-05-2011 10:50 AM

@AssWipe  I signed up twice for the email notifications (work address and home address).  As of yet, I have still not received any emails from HP.  I know that I am not alone in this.  If what you speculate is the case where the email list members will get an order code to purchase one, then there are tons of us who followed the rules and will get screwed!  Smiley Happy  Just another day on the internet!  lol

by zorobg
on ‎10-05-2011 10:51 AM

Eh AssWipe (that's funny), what two updates are you talking about in your first post. There was the one on Aug 30 with the 25% discount coupon (example of which you pasted in the following post), but nothing after that. Please clarify.

by Konagal
on ‎10-05-2011 10:59 AM

I don't agree that there's likely to be a coupon code given to those who managed to get on to the sign up list. They asked us to sign up if we wanted to be notified when more Touchpads were available. That's it. They've made no committment to us, nor have we made a committment to them, so there's no reason for them to give PURCHASE priority to people on the list. I think we'll be notified that they're available and the word will go out on Twitter and every website, and it will be first come, first get it, whether you're on the list or not.

by g_cujcuj
‎10-05-2011 11:10 AM - edited ‎10-05-2011 11:11 AM

@asswipe I think the valium is backordered.  HP did put up an email sing up for when the next bactch becomes available.  

by Robt_Loblaw
on ‎10-05-2011 12:14 PM

Thanks to AssWipe for what I feel is a logical and cogent inference from the facts as we know them.  Interesting comment in a later post about following the rules yet getting screwed.  Seems to me those folks were simply unlucky not to be included before the system crashed.  Disappointing and unfortunate?  Of course.  But I'm not sure that matches my definition of being screwed.  Indeed, not all of us who want a 99/149 Touchpad are going to get one.  Nobody's fault really, we simply missed out on a good deal.  Not the first time probably, nor the last. 

by potatopicker
on ‎10-05-2011 12:55 PM

I received the email that confirmed I was on the list and offered a discount for HP products (ink and printers).  I haven't received anything since.

 

Am I on the list or have I been delisted.

by AssWipe
on ‎10-05-2011 01:24 PM

Thanks peeps.

 

@ potatopicker....  I would believe that you ARE on the list.  But HP isn't finished fulfilling the existing orders yet.

 

Let me correct myself.  I did mention that there were 2 emails sent.  Sorry I was wrong, there was only one email sent out to the people that asked to be notified when they are in stock again.  That was my mistake.  I have had correspondence with HP several times in the last 10 days about other issues and got screwed up on that point.  

 

 

@ kongal;  The future taking and fulfilling orders for the people that went thru the trouble to ask HP to contact them is a minimal gesture of good will on HPs part.  I would expect them to follow thru as,  surely they now realize they already have enough people pissed at them.  If you contacted and asked to be notified when they get more inventory is like saying "I want one just tell me when they are in stock again so I can order it". 

 

 

I asked to be contacted thru the proper channels on several HP sites.  But I only got one email.  HP has stated several places that there won't be any available on the SMB anymore ever. 

 

Good luck to everyone hoping to get theirs. 

 

 

note to self:

keep away from that bowl of valiums.

by ipad
on ‎10-05-2011 01:42 PM
g_cujcuj I did nothing to speed up the process. I never called or emailed. I'm not surprised at the speed of delivery, because it was consistent with what they stated in this blog as well as email notifications I received.
by ipad
on ‎10-05-2011 01:55 PM
Jafromnj32 I guess i misunderstood the following... I am so tickeded off. HP keeps dangling the carrot & then gives no new info here. We are all being played for fools as far as I am concerned. They were never honestThey will try to get a big corp like Amazon to take the entire lot off of their hands & screw us all, I WILL take this game they played in consideration when choosing to buy computers,printers & accessories in the future You're right. Doesn't sound like you are the victim here.
by rbschneider1
on ‎10-05-2011 02:56 PM

FYI

 

Just received my HP Touchpad 16GB today.

 

Ordered on August 20th (SMB)

 

So far, I really like it.

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