On Thu, 4 Jan 1996 19:37:00 PST Dan Hollis said:
>I've noticed an increasing tendency to get the "wrong answer" from HP
>Support when we call in. Just some observations:
 
[snip]
 
I agree.  The search is good, and actually has some fairly recent documents
as well (provided there is a fix).  Another source, as disgusting as it may
first sound, is to search the SSB on your LaserROM for the same keywords.
While the web search/Supportline search engines only key off of the keywords
provided in the documents, the SSB LaserROM search looks for every word in
context (I've found a few that way that Supportline came up empty).
 
I have related this to HP numerous times (informally, in feedback notes, in
a formal support services customer interview at Interex 95, and even private
e-mail to some SE/CE managers who asked my opinions) and it is my belief that
they are working to make the public knowledge base available more promptly
that it has been in the past (it is getting better, but still a noticeable
lag, although I disgree with Dan's 1993 cutoff; there is current material
there for well-defined, identified, and usually fixed problems within a few
months in my experience.  Outstanding problems are another story).
 
>So: Before you make that call to HP Support, check their web pages first! The
>    answer may already be there.
 
My main problem with the HPRC (voice, via phone) is that occasionally you are
treated like an idiot; but I'm certain they have to deal with callers at all
conceivable levels of computer knowledge.  At least the online search material
isn't watered down, and you can bypass much preliminary hand-shaking and get
right to the core of the problem (if the info is available).  Plus you get
immediate results (again, if the info is there).
 
Jeff Kell <[log in to unmask]>