HP - will they come through?

Almost 3 weeks ago my HP laptop's hard drive failed. Luckily (or not) it is under warranty. At first HP told me I'd have the replacement hard drive within 3-4 days. Those days came and went. When I called HP, they said it was backordered and I'd have it in 3 business days. Yeah, that didn't happen either. Now it's been 2.5 weeks and I can't get anyone at HP to tell me what is going on. Why don't I have a hard drive by now? When will it come? No one knows. Yesterday I was on the phone for 1.5 hours trying to talk to someone, I was transferred 4 times. They say it takes 24-48 hrs to send a request (and receive an answer) about the status of my "order". Why does it take so long in this day and age?