These conflicting views of HP support illustrate the real problem:
inconsistency. We on the list often speak of HP's pitiful (or absent) sales
efforts. I have at various times received sales support that has ranged
from dismal to spectacular, depending on who is currently assigned to the
account. Likewise, when calling for technical support, I am sometimes
disappointed, and often quite pleased, depending on who takes the call. HP
has struggled with how to manage its people, and how to reward the good ones
and weed out the bad. This problem is not unique to HP, of course.
There was a story that circulated a few months ago concerning the methods HP
employed to select people for layoff. The allegation was that performance
was not considered; only demographic data was used, because that would help
deflect charges of discrimination. If this is true, it is an excellent
example of HP's continuing efforts at self destruction. HP employs many
dedicated, talented people who place top priority on customer satisfaction,
and it has been my pleasure to deal with many of them. Unfortunately, there
are also a significant number of incompetents who need to be
coached/incented to do their jobs or be removed. The failure to do so has
had a negative impact on customers' overall experience with HP.
-----Original Message-----
From: Chuck Ryan [mailto:[log in to unmask]]
Sent: Friday, September 06, 2002 8:16 AM
To: [log in to unmask]
Subject: Re: HP Support
> -----Original Message-----
> From: F. Alfredo Rego [mailto:[log in to unmask]]
> Sent: Friday, September 06, 2002 9:19 AM
> To: [log in to unmask]
> Subject: Re: HP Support
>
>
> I am sorry to hear that Tom had such a bad experience. Our two
> (very different) results suggest that it is nearly impossible
> to extrapolate from specific instances. Two completely different
> conclusions can be (rightly) drawn from our cases.
>
While it is still possible to get a good MPE support person on the phone at
HP.. it has become increasingly rare. I have used HP Support for over 15
years and I am now in the process of purchasing 3rd party support for the
first time.
I chose to go with 3rd party support because 90% of my dealings with HP over
the last 3 years has left me either frustrated or angry. I can only describe
the support organization as being in a state of collapse due to, from what I
can see, amazingly incompetent management.
For example:
I paid a hefty sum for HP to come out and install/configure a new NIC and
hard drive, which resulted in the system being down most of a day due to a
hardware configuration error and then again the next day because the network
was configured incorrectly. The money I spent for assistance installing and
configuring the hardware got me a Unix expert who had not touched a 3000 in
over 10 years and knew less about the process than I did.
I originally tried to purchase the NIC and hard drive from HP, the sales rep
finally gave up and recommended an external supplier because she was unable
to even get an accurate quote created for me. I have beened amazed in recent
years that a company so determined to NOT sell its products is still in
business.
Support used to be the number 1 reason I would recommend HP to others. I
always had confidence that I could pick up a phone and get an answer to any
question I had about a supported HP product. The confidence is gone, HP is
not the company it once was and I find myself relieved to be ending my
relationship with it.
Comments are my own, not my employer's... etc.
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