Comments on: Customer Support, the HP Way http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/ Connecting the dots ... Sat, 21 Nov 2009 06:03:39 -0800 http://wordpress.org/?v=2.8.6 hourly 1 By: Windows Update Sent Me on a Wild Goose Chase | CloudAve http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-18651 Windows Update Sent Me on a Wild Goose Chase | CloudAve Wed, 07 Oct 2009 08:18:52 +0000 http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-18651 [...] Customer Support, the HP Way (Dear Support Rep, you can stop searching for the answer, I don’t care about it anymore…) [...] [...] Customer Support, the HP Way (Dear Support Rep, you can stop searching for the answer, I don’t care about it anymore…) [...]

]]> By: Bob http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-18385 Bob Thu, 13 Aug 2009 00:23:22 +0000 http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-18385 Hi Lon, I read your note regarding the situation...Do you have your case # so I can send this over to our HP customer escalation team and have them review it and the notes input by the case manager etc..? I work for HP and as an employee I'm saddened when things don't go as one would expect. Mistakes do happen but we need to know about them when they do. Regards, Bob Hi Lon,

I read your note regarding the situation…Do you have your case # so I can send this over to our HP customer escalation team and have them review it and the notes input by the case manager etc..? I work for HP and as an employee I’m saddened when things don’t go as one would expect. Mistakes do happen but we need to know about them when they do. Regards, Bob

]]> By: Lon http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-18383 Lon Wed, 12 Aug 2009 19:49:03 +0000 http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-18383 Have others had this experience? I contacted HP support regarding a new desktop that has a bad soundcard. After three hours with three first-level techs doing things via remote desktop, I finally spoke with "Andrew", a service "supervisor" who directed me to hit F11 during reboot. I asked him what this would be doing and he said that it was the first step in a multi-step process to "fix" the problem. I read him the warning I had on the screen pertaining to software and data I had already loaded on the screen. He told me not to worry and to just follow his instructions if I wanted to resolve the problem. So, I proceeded. As soon as I had begun the routine, Andrew gave me a case number (first time one had been assigned during these calls) and told me to call in when the process was completed. I replied that I expected him to remain on the line with me during the WHOLE multi-step process, at which time Andrew stated that he couldn't hear me (implying a bad connection) and that he would call me back. I replied that I could hear him fine and to please not hang up - I was very concerned about this procedure that he had me launch. He hung up anyway and NEVER! called me back. When I called in after 20 minutes of waiting, all I got was, "You lost all of your software and data and we cannot retrieve it." Consequently, I asked to speak with someone about this. A time was appointed for a case manager to call me - never did. So, I called in for another appointment. This time a case manager in Ontario, Michelle, called me and was very defensive: "loss of customer installed software and data is not covered under our warranty." I said that I only did the F11 procedure at the direct instructions of the HP supervisor, only after I'd read the screen warning back to the supervisor and explained that I did have SW and data that would be impacted, and only after the supervisor had assured me that this was only the first step in a process in which I wouldn't suffer loss and instead would "fix" the computer sound problem. He insisted that I needed to follow his instructions if he were going to help me. Now, this was an intentional act (whether from malice or severe mistraining) and I'm very interested in obtaining from others examples of similar instances where the agents have advised of procedures that resulted in the loss of computer settings, software and/or data (or other types of losses). Have others had this experience? I contacted HP support regarding a new desktop that has a bad soundcard. After three hours with three first-level techs doing things via remote desktop, I finally spoke with “Andrew”, a service “supervisor” who directed me to hit F11 during reboot. I asked him what this would be doing and he said that it was the first step in a multi-step process to “fix” the problem. I read him the warning I had on the screen pertaining to software and data I had already loaded on the screen. He told me not to worry and to just follow his instructions if I wanted to resolve the problem. So, I proceeded.

As soon as I had begun the routine, Andrew gave me a case number (first time one had been assigned during these calls) and told me to call in when the process was completed. I replied that I expected him to remain on the line with me during the WHOLE multi-step process, at which time Andrew stated that he couldn’t hear me (implying a bad connection) and that he would call me back. I replied that I could hear him fine and to please not hang up – I was very concerned about this procedure that he had me launch. He hung up anyway and NEVER! called me back. When I called in after 20 minutes of waiting, all I got was, “You lost all of your software and data and we cannot retrieve it.”

Consequently, I asked to speak with someone about this. A time was appointed for a case manager to call me – never did. So, I called in for another appointment. This time a case manager in Ontario, Michelle, called me and was very defensive: “loss of customer installed software and data is not covered under our warranty.” I said that I only did the F11 procedure at the direct instructions of the HP supervisor, only after I’d read the screen warning back to the supervisor and explained that I did have SW and data that would be impacted, and only after the supervisor had assured me that this was only the first step in a process in which I wouldn’t suffer loss and instead would “fix” the computer sound problem. He insisted that I needed to follow his instructions if he were going to help me.

Now, this was an intentional act (whether from malice or severe mistraining) and I’m very interested in obtaining from others examples of similar instances where the agents have advised of procedures that resulted in the loss of computer settings, software and/or data (or other types of losses).

]]> By: Bob http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-18045 Bob Sat, 04 Jul 2009 03:59:50 +0000 http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-18045 Hi Rob, Did you get your problem resolved yet? If not, please let me know.. I work for HP in IT support and can get you in touch with the correct place for such a situation. We do have escalation contacts. I'm not sure why you weren't given it in the first place but believe me, the HP Way still lives with it's employees who are trying to do their best. Hi Rob,

Did you get your problem resolved yet? If not, please let me know.. I work for HP in IT support and can get you in touch with the correct place for such a situation. We do have escalation contacts. I’m not sure why you weren’t given it in the first place but believe me, the HP Way still lives with it’s employees who are trying to do their best.

]]> By: Rob LLewellyn http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-17536 Rob LLewellyn Thu, 14 May 2009 10:51:53 +0000 http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-17536 Tell me about HP and customer care!!! 2 months ago I raised a ticket for a BD ROM that has never worked. Within 3 days they diagnosed what I already knew. They said I would be contacted in one working day. I chase the call all the time and today I find the call it with a tech dept in usa where they are not authorised to ship parts nor able to forward the call to someone who can. Despite repeated requests the first line idiots will not supply me with escallation contact information. I have never experienced service this bad for anything else in my life - I will never buy HP again. Tell me about HP and customer care!!! 2 months ago I raised a ticket for a BD ROM that has never worked. Within 3 days they diagnosed what I already knew. They said I would be contacted in one working day. I chase the call all the time and today I find the call it with a tech dept in usa where they are not authorised to ship parts nor able to forward the call to someone who can. Despite repeated requests the first line idiots will not supply me with escallation contact information.

I have never experienced service this bad for anything else in my life – I will never buy HP again.

]]> By: B W http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-16779 B W Wed, 04 Mar 2009 23:37:21 +0000 http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-16779 Apparently HP has lost sight of their mission in taking care of their customers. I sent a laptop for repair and received notice it will be delivered in 10 days. On the 10th day received notice it will be 10 more business days. I asked for a loaner until the laptop is repaired to get by. The best HP customer support could do for me is return the broken computer. Give me a break! Apparently HP is having financial difficulty because they forgot how to satisfy their customers. Pretty soon computer companies like HP will start getting a bad rap like the airlines who have also forgotten who is their customer. Years ago I was so impressed with HP support that I purchased additional HP computers. Clearly that logic does not apply. If you want poor/ no customer service, buy an HP product. Apparently HP has lost sight of their mission in taking care of their customers. I sent a laptop for repair and received notice it will be delivered in 10 days. On the 10th day received notice it will be 10 more business days. I asked for a loaner until the laptop is repaired to get by. The best HP customer support could do for me is return the broken computer. Give me a break! Apparently HP is having financial difficulty because they forgot how to satisfy their customers. Pretty soon computer companies like HP will start getting a bad rap like the airlines who have also forgotten who is their customer. Years ago I was so impressed with HP support that I purchased additional HP computers. Clearly that logic does not apply. If you want poor/ no customer service, buy an HP product.

]]> By: If Support = Sales, Lousy Support = Lost Sales | CloudAve http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-14699 If Support = Sales, Lousy Support = Lost Sales | CloudAve Fri, 09 Jan 2009 16:45:40 +0000 http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-14699 [...] by claiming they sell mismatched units than look for a solution, or this other fellow who is still gathering information for me – since October [...] [...] by claiming they sell mismatched units than look for a solution, or this other fellow who is still gathering information for me – since October [...]

]]> By: Partners in Grime http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-13196 Partners in Grime Sat, 09 Aug 2008 04:45:06 +0000 http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-13196 My guess is HP doesn't stand for Highly Personal. My guess is HP doesn’t stand for Highly Personal.

]]> By: Darv http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-10486 Darv Tue, 18 Mar 2008 15:46:48 +0000 http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-10486 Yes, I agree it would be nice but unfortunatley not something we get any reqeusts for. In fact this is a first so it's probably going to be the only soltuion for a while. But I will mention it during out next meeting. Best I can do. Regards, Darv Yes, I agree it would be nice but unfortunatley not something we get any reqeusts for. In fact this is a first so it’s probably going to be the only soltuion for a while. But I will mention it during out next meeting. Best I can do.

Regards,
Darv

]]> By: Zoli Erdos http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-10451 Zoli Erdos Mon, 17 Mar 2008 18:21:09 +0000 http://www.zoliblog.com/2007/10/10/customer-support-the-hp-way/#comment-10451 Darv, Thanks a lot for posting the answer here. You've certainly beaten HP to it...I guess they are still "gathering the information" :-) While it's helpful, I'm sure you'll agree it would be nice to have a more user-friendly solution that does not require messing with the registry. Thanks again! Darv,

Thanks a lot for posting the answer here. You’ve certainly beaten HP to it…I guess they are still “gathering the information” :-)

While it’s helpful, I’m sure you’ll agree it would be nice to have a more user-friendly solution that does not require messing with the registry.

Thanks again!

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