HP Has The Best Support?
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I have a real issue with the findings of this article. According to research done by an independent firm, HP lead the way in overall customer support. Now before you double over laughing, you have to understand the metrics used here: website usability, self-service information, along with actually speaking to some one over the phone.
Now I agree that if you are looking for self-service, HP is a leader in this arena. I have often found drivers, manuals and the like without much issue to be had. But to even tie this in with the consumer level customer support and then claim that they are doing well still is laughable. And contrary to popular belief, this is not just an issue of outsource support. I have had plenty of companies here in the US and Canada who have left me gritting my teeth thanks to the most poorly trained reps I have ever had to deal with.
All of this said, I did agree with the point of online chat vs using email for support assistance. In some cases, I have come away less frustrated by light years after dealing with the same company via chat instead of over email/phone. It is difficult to explain, but it seems like there is just less interpretation and confusion when taking this approach. And I also suspect that it is must less stressful for the company reps as well.
As for the point in the study that points to Microsoft, Symantec, and HP being among the top three for being the most responsive to a customer’s issues, I say this is completely false. I have had extensive dealings with all three and with the exception of being an enterprise customer, your problems are not even on their radar. Am I wrong here?
5 Comments
the oracle
February 20th, 2008
at 3:25am
I certainly think that HP is nowhere near the best at support from a web-site perspective. I think that many times my searches are being met with active interference on that site, and think the Compaq web crew should have been kept, with the origianl HP people sent on their way, as the original Compaq site was much easier to navigate.
Just a quick note about Microsoft - their site stinks, there is no other conclusion to be made. Searching their site using their search boxes is akin to trying to teach a pig to sing - it is without result and annoys the pig. Microsoft PURPOSELY makes things difficult to find - again there can be no other conclusion.
Robert Sadler
February 20th, 2008
at 3:49am
G’day again,
Whilst I only have HP Printers and the odd monitor I can vouche for HP’s response when my HP 800 PS Printer failed over Xmas. My computers are mostly IBM Server Class machines.
This is basically an A1 Roll Feed Postscript Printer for doing things like Posters and resonable quality Art Prints (it has a 4 cartridge system rather than the later 6 cartidge system) but it cost over A$10,000 about 5 years ago.
Their technician was out a few days after New Years and fixed the problem, a perished cartridge drive belt. It involved a complete dismantle of the printer and took well over an hour.
On an even more positive note HP is yet to bill me, probably because their admin people were on holidays at the time.
Regards Bob Sadler Sydney Australia.
WYO
February 20th, 2008
at 8:45am
At least, as of the last time I called for tech support, HP had people to whom English was not some kind of foreign object. Last several times I called Dell, I needed an interpreter.
Frank Schnyder
February 20th, 2008
at 12:30pm
It may be possible that Microsoft, Symantec, and HP have the best customer service. That says a lot about the average level. One thing’s for sure, they probably get the most calls.
I do agree with the email phenomenon. I usually find myself having to describe my problem several times - to the same person! I try to be more concise these days.
Mike Nelson
February 22nd, 2008
at 4:22am
Are you wrong? No! Though I have to admit, any of them being the best at anything sure made my day for the next few weeks. Never laughed so hard!