Advice/Reassurance/Guidance Wanted...hold my hand please

[kristenrice]

DH decided to splurge for the kids this year since he retired in November and so we decided to spend about $500 on each of them for Christmas. DD15 wanted (needed, actually) a new laptop since her last one suffered water damage (purely accidental) back in August and she has been using a Chromebook since then. It's not ideal for her since she does a lot of digital art and it is not compatible with her digital tablet but she has been "suffering" with paper and pens/pencils, knowing that she would be getting a new laptop for Christmas.

On Black Friday, QVC was advertising a nice, HP laptop that DD saw and really liked. She said it would work perfect for her. She watched the presentation and then went online, checked the specs and picked the color she wanted. It was about $100 more than we had budgeted, but DH and I agreed that since she would be using it for school work and she had been very responsible and got impeccable grades this semester (even an A in a class that is all seniors, she is the only sophomore!), we would get it for her. I paid for it, in full, on my Visa and it arrived within a week.

When it arrived, I wrapped it (unopened) and put it under the tree. She opened it on Christmas (Eve) morning...SO excited for her computer that she has been waiting for since AUGUST...only to turn it on and find out that there was NO OPERATING SYSTEM installed on it!. I was beyond livid and she was heartbroken. This was her ONLY Christmas present and it was completely useless. I tried doing online chat with QVC and got no response. I e-mailed them and got no response. I packed up the computer and included everything, printed the return label, marked the reason for return as "defective" and wrote "no operating system installed" on the slip, and brought it to the post office (as per the return instructions) on December 28. On the return slip, I checked the box that requested a refund to original form of payment. I do not want an exchange since the color she wants is no longer available.

When I log in to my account to track my return, all it says is "in possession of USPS as of December 28". I have no idea what to do now. I am nervous because it is beyond their standard 30-day return window, but when I bought it, they SPECIFICALLY advertised returns available through January. That was a key factor in why I ordered it because I was not going to order something that wasn't even going to be opened until AFTER the return window had expired. Now, I can't even find anything that mentions the extended return window...QVC won't contact me...and I don't even know where the computer is.

So what are my options? The credit card bill isn't due until January 22. At what point should I dispute the charge? The interest rate on that card is 29% which I don't normally worry about since I pay it off every month, but I don't want to let a $600+ charge sit on it at 29% interest. I also don't want to dispute it prematurely, but since I can't get a response from QVC, I just don't know when or IF they are going to refund the money.

Here's another hitch...the computer came with a "software package" which was really a separate envelope (mailed separately) that was a postcard with a bunch of activation codes for various programs. It is a 14-pack "Computer Productivity Suite" and it was mailed in a separate envelope but it was bundled with the computer purchase. In order for me to send it back, it is processed as a separate return. Here's the kicker...the return shipping is $6.95 and it will be deducted from my refund...but this particular item was "free" with the purchase of the computer. So now I am confused....since I returned the computer, I am not entitled to keep this "free" item (please bear in mind, I have no intention of using any of it anyways.) but I am not inclined to PAY $7 to return something that was free to begin with. On the other hand, I do not want this to impact my refund of the computer either.

 

[Darcy03231]

File a disputed charge with your credit card company. I had to do this with airline tickets I purchased about 6 months before our trip and then the carrier couldn't fly into the airport and refused to refund our money. It took a bit longer because of the length of time that had gone by, but I got my money back.

 

[barkley]

dispute with the credit card. in my experience a good credit card company can get a response from a vendor MUCH faster than a customer-esp. when they pull back the vendor's $$$ during the pending dispute. my preference is to call the cc company and talk to the disputes department vs. doing it on-line.

 

[SharonZ]

Their holiday return policy is until the end of January, you still have plenty of time.

 

[wendow]

I would give it a few more days with the USPS and QVC. Things are just getting back up and running from the holidays. Every order I placed, outside of Amazon and Walmart, is just now starting to ship and I've noticed lots of my USPS orders taking longer to arrive. Since the CC is not due until the 19th, I would give QVC until the 15th. If nothing still, file a dispute.

 

[kaytieeldr]

Please do not dispute yet.

CALL QVC. Chat didn't work. Email will take several days, minimum, for a reply. Calling takes maybe a few minutes, between the phone tree and the hold time, before you reach a responsive, live person.


it can take a few weeks for the return to get back to, and processed by, QVC. I returned an Amazon Fire within a day after receiving it at the beginning of December. I tink the received/logged/refunded it around the 15th. Tracking never did show the transit or delivery.

 

[lntx]

Call QVC. In my experience, their customer service has been outstanding. Is it possible that the operating system download is in the "Productivity Suite" package?

 

[LynnTH]

I shop a lot on QVC (too much in fact). They have great customer service. As the others have said - give them a call. They will definitely get it all straightened out. Their extended policy is until the end of January - so no issues there.

 

[_19disnA]

I'm not really clear on what you think the 'defect' was. If you got the PC and 14 discs what is it you think is missing?

 

[kaytieeldr]

The computer had no operating system.

 

[BadPinkTink]

The computer had no operating system.

When you say operating system do you mean things like Microsoft Word and Excel?

I don't buy from QVC but I recently bought a small basic laptop from Harvey Norman
I had to buy Microsoft Office sepersepar and then put them on to the laptop. I didn't this myself but Harvey Norman could have done it for me for an extra cost.

Most computers and laptop's are sold as basic machines which need Microsoft Office added separately. Maybe you wrwe not expecting this and thought the laptop would be pre loaded and ready to go

 

[MomToOne]

I wouldn't stress about the $7 on shipping the software pack back - just pay the postage and send it. It's small in the big scheme of things.

I found a chat board referring to the extended return window for Christmas: https://community.qvc.com/t5/Holiday/Extended-Holiday-Returns/td-p/4928512. So it definitely existed!

With the holiday, USPS probably still has the package. I had one shipped with them before Christmas that didn't get scanned until it had traveled cross country from it's shipping point, over a week later.

 

[MomToOne]

When you say operating system do you mean things like Microsoft Word and Excel?

The Operating System is Windows. Word and Excel are applications, part of the Microsoft Office suite. The operating system definitely should be pre-loaded.

 

[Southernmiss]

I think you are expecting to much too soon in a very busy postal season with 2 major holidays and potential weather/travel issues.

I mailed a package on 12/26 that USPS told me would arrive on Saturday 12/28. Family received it yesterday.

I'm just glad they got it.

If it were this time next week or a little beyond, then I would be concerned. And calling QVC is much better than chat or email.

 

[MomToOne]

I wouldn't stress about the $7 on shipping the software pack back - just pay the postage and send it. It's small in the big scheme of things.

I found a chat board referring to the extended return window for Christmas: https://community.qvc.com/t5/Holiday/Extended-Holiday-Returns/td-p/4928512. So it definitely existed!

With the holiday, USPS probably still has the package. I had one shipped with them before Christmas that didn't get scanned until it had traveled cross country from it's shipping point, over a week later.

Boy their website is a mess, but using IE instead of Chrome I was able to find this in their FAQs: https://www.qvc.com/content/information/customer-service.html?type=topic&tid=250700000001337. You have until 1/31 to return it.

 

[kaytieeldr]

I found a chat board referring to the extended return window for Christmas: https://community.qvc.com/t5/Holiday/Extended-Holiday-Returns/td-p/4928512. So it definitely existed!

Oh, yeah. I meant to point out it's displayed right on the order-tracking page or the My Orders page. Upper right corner.

 

[kaytieeldr]

And calling QVC is much better than chat or email.

Oh, yeah, something else i just remembered: i emailed qvc over a week ago about a tech isdue, and got a response this past Tuesday.

 

[Hikergirl]

You mailed it using USPS, did you get a receipt with the tracking? Normally they give you an estimated date when it will be delivered.
I think you are prematurely worrying about it.
Do you have the tracking number?

 

[davper]

First off, keep a log and evidence of all communications and attempts.

Next week, if you haven't talked to CS through no fault of your own, initiate a charge back through your credit card. That will get there attention and someone on the phone.

I wouldn't worry about the pack of disks unless someone at QVC brings it up. I doubt they will.

If the laptop should be returned to you, unresolved...
...You can call the manufacturer directly. They will probably send you an OS and more importantly, the drivers disk. If it is a name brand, they will probably exchange the laptop.
...You can buy a new Win10 license on ebay for $7. I do it all the time. Install is pretty simple. The drivers disk will help resolve any compatibility issues. I am sure that you know someone in the family who is PC savvy.

Just to note, the issue may be a failed hard drive instead of no OS. When a drive fails, you will receive a message no OS found.

Good luck, I hope this gets resolved to your satisfaction.

 

[kaytieeldr]

Next week, if you haven't talked to CS through no fault of your own, initiate a charge back through your credit card. That will get there attention and someone on the phone.

As long as she calls instead of relying on more modern technology (see the irony?), she will speak with a person and should get it resolved.

I wouldn't worry about the pack of disks unless someone at QVC brings it up. I doubt they will.

Yeah, I keep remembering things . My Fire came with a design-it-yourself case, which created and ordered immediately, before ever trying to charge the tablet.

If it is a name brand,

Should be HP, so yes.