Comments on: HP: Customer Experience Disconnect http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html Social Media Strategies and Word of Mouth Marketing Consulting Thu, 07 Jul 2011 14:58:57 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Jeffrey Collins http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html/comment-page-1#comment-3913 Jeffrey Collins Wed, 01 Dec 2010 18:15:10 +0000 http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html#comment-3913 Our EXPERIENCE with Microsoft AND Apple Albeit, when my wife and our children’s frustrations with Microsoft exceeded disconcerting to being unreservedly pugnacious, I elected to remain a Microsoft customer. Considering our combined experience over a number of years, although shocking, the following is worthy of being shared. Microsoft experience: I’ve spent a countless number of hours on the phone with Microsoft support; one particular recent experience exceeded 7 hours with Microsoft representatives in India!! a. It should be noted; I’m now on my third (3rd) computer! b. With each new concern or problem; I was left with a sickening feeling and distinct opinion that; • I was expected to either speak multiple foreign languages, or at the very least, have the ability to understand someone speaking English with a very heavy foreign accent! • I should not mind repeatedly paying additional untold dollars for what I believe I had already paid for! Apple experience: My wife and children’s experience has been completely different!! a. They still have the computer they had initially purchased. b. When they had a question or needed technical support, possibly twice, an individual at the Apple store in OUR TOWN answered the question. c. Shortly after exceeding her warranty period, my daughter cracked her lap top screen. • Apple’s response and action? Replacement with a smile and NO CHARGE! Make no mistake, I’M DONE with Microsoft!! That said; my experience will be part of my conversations during my business trips, which deviate slightly between 50-60 on an annual basis. If you’re wondering if I believe my taking time to share our story will ill affect Bill Gates and/or his family in any way, the answer is NO! In all fairness, Bill Gates is so far above and beyond this and my being such an insignificant person in the scheme of things, his children's children for generations, can live beyond anyone’s wildest dreams. Their ability to live on the interest of Bill’s portfolio, funded by you and me, will ensure they never experience a need to lift a finger, turn a door knob, stand in a grocery, gas station or TSA airport security line, or have a set of keys or change in their pocket. Unfortunately I now RATE Bill Gates and Microsoft with the Walton clan and Wal-Mart! Collins Family Texas Our EXPERIENCE with Microsoft AND Apple

Albeit, when my wife and our children’s frustrations with Microsoft exceeded disconcerting to being unreservedly pugnacious, I elected to remain a Microsoft customer.

Considering our combined experience over a number of years, although shocking, the following is worthy of being shared.

Microsoft experience:
I’ve spent a countless number of hours on the phone with Microsoft support; one particular recent experience exceeded 7 hours with Microsoft representatives in India!!
a. It should be noted; I’m now on my third (3rd) computer!
b. With each new concern or problem; I was left with a sickening feeling and distinct opinion that;
• I was expected to either speak multiple foreign languages, or at the very least, have the ability to understand someone speaking English with a very heavy foreign accent!
• I should not mind repeatedly paying additional untold dollars for what I believe I had already paid for!

Apple experience:
My wife and children’s experience has been completely different!!
a. They still have the computer they had initially purchased.
b. When they had a question or needed technical support, possibly twice, an individual at the Apple store in OUR TOWN answered the question.
c. Shortly after exceeding her warranty period, my daughter cracked her lap top screen.
• Apple’s response and action? Replacement with a smile and NO CHARGE!

Make no mistake, I’M DONE with Microsoft!! That said; my experience will be part of my conversations during my business trips, which deviate slightly between 50-60 on an annual basis.

If you’re wondering if I believe my taking time to share our story will ill affect Bill Gates and/or his family in any way, the answer is NO! In all fairness, Bill Gates is so far above and beyond this and my being such an insignificant person in the scheme of things, his children’s children for generations, can live beyond anyone’s wildest dreams.

Their ability to live on the interest of Bill’s portfolio, funded by you and me, will ensure they never experience a need to lift a finger, turn a door knob, stand in a grocery, gas station or TSA airport security line, or have a set of keys or change in their pocket.

Unfortunately I now RATE Bill Gates and Microsoft with the Walton clan and Wal-Mart!

Collins Family
Texas

]]> By: Without Empowered Employees Your Social Media is Half Pregnant http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html/comment-page-1#comment-3819 Without Empowered Employees Your Social Media is Half Pregnant Wed, 23 Jun 2010 09:58:43 +0000 http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html#comment-3819 [...] blog posts are about similar customer service fiascoes with Petsmart’s Banfield Pet Hospital, Hewlett-Packard, and Sprint. The Banfield post dates back to 2005 and gets a ton of search traffic to this day! [...] [...] blog posts are about similar customer service fiascoes with Petsmart’s Banfield Pet Hospital, Hewlett-Packard, and Sprint. The Banfield post dates back to 2005 and gets a ton of search traffic to this day! [...]

]]> By: marianne richmond http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html/comment-page-1#comment-2643 marianne richmond Sun, 22 Mar 2009 19:58:36 +0000 http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html#comment-2643 It seems not much has changed at HP in a year. Too bad. It seems not much has changed at HP in a year. Too bad.

]]> By: kristin huffman http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html/comment-page-1#comment-2632 kristin huffman Sat, 14 Mar 2009 18:29:53 +0000 http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html#comment-2632 Talking with John Tan, a supervisor from HP right now. My brand new printer that I bought has not been working since day one, and after being on phone for three hours last night with HP tech rep Rahji, I was told that a supervisor would call me at 1:30 eastern time to help me exchance the printer for a new one. Now John Tan is telling me that they will not replace my printer with a new one. They will only send me referbished one. I had a new printer that never worked and they won't replace it. John is now telling me I have to talk to a case manager, who is not available on the weekends. I asked for a case mananger's name and he said there are many and he has no names to give me. He did write to the case mananger, in california,..he's in India....and they are supposed to call me at 1pm. He says they have limited support where he is to help me with my technical and return issues. I have literally had better tech support with Dell than I have had with HP, and that is terrible. I will never ever buy an HP product. EVER. Talking with John Tan, a supervisor from HP right now. My brand new printer that I bought has not been working since day one, and after being on phone for three hours last night with HP tech rep Rahji, I was told that a supervisor would call me at 1:30 eastern time to help me exchance the printer for a new one. Now John Tan is telling me that they will not replace my printer with a new one. They will only send me referbished one. I had a new printer that never worked and they won’t replace it.

John is now telling me I have to talk to a case manager, who is not available on the weekends. I asked for a case mananger’s name and he said there are many and he has no names to give me. He did write to the case mananger, in california,..he’s in India….and they are supposed to call me at 1pm.

He says they have limited support where he is to help me with my technical and return issues.

I have literally had better tech support with Dell than I have had with HP, and that is terrible.

I will never ever buy an HP product. EVER.

]]> By: Resonance Partnership Blog : HP:Your Customers Think You Are Hiding {The Atlantis and Apollo Motherboard Issue} http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html/comment-page-1#comment-613 Resonance Partnership Blog : HP:Your Customers Think You Are Hiding {The Atlantis and Apollo Motherboard Issue} Mon, 18 Feb 2008 06:52:18 +0000 http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html#comment-613 [...] recently wrote about my son Sam’s laptop that at this writing is still MIA. His school work is suffering [...] [...] recently wrote about my son Sam’s laptop that at this writing is still MIA. His school work is suffering [...]

]]> By: Marianne Richmond http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html/comment-page-1#comment-600 Marianne Richmond Thu, 14 Feb 2008 16:09:07 +0000 http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html#comment-600 John, Thanks for adding your voice....we know they are listening; too bad they don't seem to act upon what they hear. Marianne John,

Thanks for adding your voice….we know they are listening; too bad they don’t seem to act upon what they hear.

Marianne

]]> By: Marianne Richmond http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html/comment-page-1#comment-599 Marianne Richmond Thu, 14 Feb 2008 16:05:54 +0000 http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html#comment-599 Deb, It seems that there are not very many companies that consistently earn the trust of their customers....typically it is dependent upon the luck of who answers the call. Thanks for commenting. Marianne Deb,

It seems that there are not very many companies that consistently earn the trust of their customers….typically it is dependent upon the luck of who answers the call.

Thanks for commenting.
Marianne

]]> By: jtodor http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html/comment-page-1#comment-598 jtodor Thu, 14 Feb 2008 14:37:54 +0000 http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html#comment-598 Marianne, I have had a similar experience with HP. I reference your blog is a post I made on another site. I appaud HP for talking about becoming customer centric and hope the noise we can make get them, and other companies to recognize the disconnect your spell out. My blog is at http://www.customerthink.com/blog/new_twist_known_issue_issue John Marianne,
I have had a similar experience with HP. I reference your blog is a post I made on another site. I appaud HP for talking about becoming customer centric and hope the noise we can make get them, and other companies to recognize the disconnect your spell out.

My blog is at http://www.customerthink.com/blog/new_twist_known_issue_issue

John

]]> By: debra roby http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html/comment-page-1#comment-593 debra roby Wed, 13 Feb 2008 18:09:04 +0000 http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html#comment-593 Thee years ago I purchased an HP laptop with the 3 year warrenty. Last summer (2 years in), they had to service the machine for a bad fan and power supply. NOT a surprise in a hard-used laptop. A week after getting the laptop back, the display died. It was under warranty, still. When I took it in to get fixed, I was informed that when they shipped it to the HP facility, the service department could look at the record that the machine had just been serviced, determine it was an old machine and wearing down, and they would choose to recycle the machine rather than return it to me. Without my consent. Without informing me first. Learned my lesson. won't buy a another HP computer nor their warranty programs again. Who is left that we can really trust? Thee years ago I purchased an HP laptop with the 3 year warrenty. Last summer (2 years in), they had to service the machine for a bad fan and power supply. NOT a surprise in a hard-used laptop.
A week after getting the laptop back, the display died. It was under warranty, still. When I took it in to get fixed, I was informed that when they shipped it to the HP facility, the service department could look at the record that the machine had just been serviced, determine it was an old machine and wearing down, and they would choose to recycle the machine rather than return it to me. Without my consent. Without informing me first.

Learned my lesson. won’t buy a another HP computer nor their warranty programs again.

Who is left that we can really trust?

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