Unable to provide repair order information?

Hi all,
Ok so here's my story, for the past week and a half I've been keeping up to date on my repair order which is resulting in HP having me send my laptop into them and them sending me a different one. The problem is, my case manager can't provide me with ANY information on the order. I don't have an order number, expected date, tracking number, etc. She says that she contacted the order department on Monday and they haven't sent anything back, HOW is this possible?! Is the communication that bad in HP that they can't even get a simple order number sent between departments? She mentioned that they've updated their order process or something like that and have had a few problems, I'm just wondering if anybody else has had this problem?

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