Comments on: Beware: HP Does Not Care About Their Customers

By: Caribousmom

Caribousmom — Fri, 06 Nov 2009 16:14:13 +0000

Damian: I don’t know much about HP’s corporate structure…but I think many companies are driven by executive bonuses and shareholder profits…basically money…the problem with that focus is that customers are important in order to achieve those financial benefits. Moving away from customer service is never a good idea in a retail business. There are choices for consumers (especially in electronics) and consumers often “vote” with their pocketbooks!

By: Damian Saunders

Damian Saunders — Tue, 03 Nov 2009 23:06:55 +0000

The problem with HP now, as opposed to the days when they actually cared about Customers, is that they are run by a cost cutting sycophant CEO who really is nothing more than a corporate raider.

The problem can only get worse as the priorities are 1. Shareholder profits, 2. Executive bonuses, 3. All of the above.

Could Mark Hurd be the most toxic CEO in America?

By: Caribousmom

Caribousmom — Sat, 31 Oct 2009 16:23:40 +0000

Lisa: I agree – don’t piss off a book blogger…and it seems that HP has discovered this…they contacted me to make it right!

Jena: I did a Google search on HP customer service and found a lot of people are griping about just what I was ranting about. Also, Dell seems to have the same issues.

Lenore: Wow, that really sucks. And I don’t understand why it has to be so hard to get information!

Priscilla: It really shouldn’t be this hard to get service, should it?

Susan: I have managed to get some resolution…largely because of THIS post! HP contacted me (the executive office no less). Ah, the power of the Internet.

Tracie: It always amazes me how little companies emphasize customer service…it seems that getting the word out has had some impact (check out my latest post about HP…apparently they decided the negative publicity was not something they wanted after all).

Icedream: I’ve heard that Dell has issues…thanks for mentioning it.

Care: Looks like HP has sat up and taken notice…thanks to Twitter AND the fact that this article now appears on page two of a Google search about HP and customers.

Liz: Interesting you had the same exact problem I did!

Jenners: You’re welcome…I think this kind of stuff needs to be out there.

Kristen: I agree – customer service SHOULD be improving with our poor economy…but it seems worse than ever. I wonder sometimes if it is the disconnect between the people who are supposed to be helping, and the customer. Often we are talking to someone half way around the world. We don’t stand face to face with anyone anymore. Technology is not always a positive thing.

By: Kristen

Kristen — Fri, 30 Oct 2009 15:30:34 +0000

Why is customer service such a disaster? With people being more careful about where they spend their money, you would think that companies would care to try and help their loyal customers. Sure, some people out there are irrational but your situation should have been handled in a completely different manner, which would have made you a happy person and a continued customer. Courtesy and service seem to be a lost art (or failing that, a dying art). So sad.

By: Jenners

Jenners — Fri, 30 Oct 2009 00:12:39 +0000

I don’t have any HP stuff and now I never will. Thanks for sharing your experience.

By: Liz

Liz — Thu, 29 Oct 2009 14:59:37 +0000

We had an identical experience when it came to replacing the power supply to my daughter’s HP printer — she lost it when she came home for the summer after her freshman year. First, it was a nightmare even figuring out what she needed, then they gave the wrong info! More time lost without a printer.

I am not an HP fan at all. I buy Canon printers. Period. And I buy Mac computers!

By: Care

Care — Thu, 29 Oct 2009 00:16:01 +0000

If you want, you may copy HP a letter that you send to your state’s attorney general… That SCAM word will get some attention. nothing may happen but you might feel better!

By: Icedream

Icedream — Tue, 27 Oct 2009 23:05:30 +0000

These are helpful rants so I am glad you posted it. Especially since I may be in the market for a new laptop soon!
I just have to add that I had a similar experience with Dell last year, not so snippy but totally inept and the Dell that I bought my son for college had to be sent in and fixed before the warranty ran out and has since broken down again. Of course right after the warranty ran out. It’s basically a hunk of junk and it isn’t even two years old yet. I will never buy another Dell!

By: Tracie Yule

Tracie Yule — Tue, 27 Oct 2009 17:56:12 +0000

Sometime, I don’t think companies realize the importance of customer service. I had an awful experience with Slumberland eight years ago and I still won’t buy furniture from their store. Their customer service was awful and their chosen way of compensating me (free delivery) was hardly worth the effort. Several years later, they sent me a letter saying that they were under new management and hope I would come back. Then they gave me a not so great discount off furniture (like 10% off). Excuse me, I don’t buy furniture every day and when I do, I expect great service.

Good for you for getting the word out. I think one of these days companies will value customer service again.

By: Susan Helene Gottfried

Susan Helene Gottfried — Tue, 27 Oct 2009 16:40:31 +0000

I had an HP printer that I adored. Even had to fix it once, and I’d still be using it except it was cheaper to get my new Samsung than it was to buy more toner. (Yes, we’ve become a disposable Brave New World society!)

But I hope you guys all report them to the Better Business Bureau. You deserve to be treated better.