What are #HP support returns smoking?

Yesterday I confirmed a diagnosis of a failed disk in a server. As it was under extended warranty I placed the call, got speedy agreement that the disk was U/S (the controller was reporting imminent failure); and the NBD replacement was arranged. So far, so good.

So today we are expecting the replacement which will, amongst other things, provide the returns packaging.

So I why, I wonder, did HP support email at 9:41 this morning complaining that the failed disk had not yet been returned? Their own call records should show that delivery is scheduled sometime today.

So soon after the TouchPad debacle, strategy changes, et al; HP's reputation at Corylus Towers is falling more rapidly than TouchPad stocks.