Comments on: HP responds to ‘Why I love public transportation and hate HP’ Social media business strategies blog Fri, 12 Jan 2018 05:21:00 +0000 hourly 1 By: David Spark Mon, 22 Feb 2010 03:32:54 +0000 So many customer service operations give you a wait time estimation. That information is an amazingly powerful tool in customer service. Once I have that information, there are so may decisions I can make. By withholding that information, I'm lost, confused, and get increasingly angry. And where am I directing that information?…HP. That's why it's so bad to put people on hold for that long without giving them a true time estimation.

With that said, a personal contact I made at HP has been very helpful getting my wife's computer fixed and I'm grateful for that.

By: Dudley Thu, 18 Feb 2010 18:15:00 +0000 Got to this article late, but a previous poster stating that the Mark Hurd link is “smoke and mirrors” is right on! I followed that path a few weeks back. You receive a blanket e-mail response stating that your complaint will be forwarded to the proper department. About 4-5 days later, I received a phone call from “escalated customer service” asking me to HOLD while they connected me to a “case manager”. Yes, they called me and put me on HOLD again ! It’s all a shell game. The so called “case manager” (english speaking for a change) had the personality of a tree stump. The reason for all this was for her to advise me the same thing that online chat support had told me a week earlier. They could not send me the damaged part for me to repair myself, but the computer would have to be shipped to their Texas repair facility, which means in return, I get a refurbished unit.

See current issue of PC World magazine for latest HP product realiability results, which pretty much explains my experience with HP.

By: @MightyCasey Thu, 03 Dec 2009 13:05:15 +0000 This sounds very similar to Dell's behavior after they achieved desktop/laptop market dominance. Their customer service eroded to the point that “Dell sucks” became a meme. Dell's fall led to HP's rise, when HP realized there was a huge market void – they filled it, and now HP sucks. I see it as a failure to build an environment and process(es) that recognize that the folks on the other end of the phone – be they single purchasers, or corporate procurement officers – are the money train.

I know that I feel less, um, fornicated when someone talks to me quickly about a tech support issue, even if I have to make a few calls over a few days. Asking someone to wait two hours, and then giving them the non-answer answers HP's Schilling gave you, is stupid. Particularly stupid, since you're what I call a “message amplifier” – don't piss off a storyteller. We never quit…

By: HPInsider Sat, 21 Nov 2009 21:34:26 +0000 Mark Hurds HP is all about smoke and mirrors. The companies PR guys are trying to give you a positive spin, but from the inside I see the customer service culture crumbling.

The reason – this all comes down from Mr Hurd. He disrespects his employees and his customers; the only thing that matters to him is his bonus.

If you want better service from HP then help us get rid of Mark Hurd.

By: David Spark Fri, 20 Nov 2009 14:44:04 +0000 JD:

Thanks. What I feel that happens when people are kept in the dark about when they're going to receive customer service, is they start creating their own story. Of course the company is trying to get them to a customer support person, but without information as to what's happening, we inevitably start trying to figure things out, get frustrated, and get angry. You have to think about the situation the person is on the other line. If you can't deliver the service to the person right away, what can you do for that person in terms of information, so they don't let their imagination and frustration run wild? In fact, I would sacrifice speed of service for information as to when I was going to receive service.

By: JD Lasica Fri, 20 Nov 2009 08:52:44 +0000 David, good post.

I'm a big fan of HP, know a number of people on the executive team there and suspect they're dedicated to providing the best customer support possible. At the same time, I think HP could benefit from some additional authenticity and transparency into their internal processes, as this episode suggests.

In this era of cost-cutting, adequate customer support has been one of the first things to go, and we should remind companies that if they don't stand behind their products, they shouldn't expect us to do so, either.