Friday, August 26, 2011

HP Customer Support

Is this the worst Customer Support I have ever experienced?

I have just spent a considerable amount of time on the phone to HP Support trying to get a simple bit of information about a device that HP produce and sell.

Initially they bounced me around their various departments as they could not decide who should assist me. Each time the wanted ME to call a different number, but relented and transferred me when I objected. Eventually, when they could not find reference to the product I wanted I got through to their complaints department.

They took all the details and then 24-hours later they called me back and said that they had found the info that I require, but they would not give it to me as I do not have a support contract!! They actually do not know if I have one or not as I have not given them the serial number of the device, just the Model number. They said if I paid £15 they would give me the info! How much trouble must they be in to be scratching about for £15????

All I need to know is the maximum supported resolution of the device. That could be read off a data sheet by a monkey!.

When I asked to escalate it I was told that I can't all I can do is write in, but that would go to the same department that I had just spoken too. The management will not talk to clients.

I think I now know why HP are coming out of the PC market! This is so far from my definition of customer service that I am lost for words.

If you want to talk to them you need Alex on if that is not an address that is designed so that it cannot be used then I don't know what is.

The final irony is that I actually found the info that I was looking for, just not on the HP website.

How is it that Dell keep records of all the PC's I have ever purchased? All I have to do is enter the TAG number and all the specs of the machine, as it was shipped, appear (even for some machines that are many years out of maintenance!!)

They world is rapidly becoming one where service is tops. Apparently HP don't know that, can't do it, or just don't care!

Guess this explains why HP are getting out of the PC market.....