Comments on: HP: Customer Experience Disconnect http://www.resonancepartnership.com/2008/02/hp_customer_experience_disconnect.html New Media Strategies and Word of Mouth Marketing Fri, 10 Oct 2008 18:52:13 +0000 http://wordpress.org/?v=2.6.2 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-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-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-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-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-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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