Why dont you make the call and see what happens to you.

Posted Tue August 11, 2009 1:08 pm, by Radar F. written to Hewlett-Packard Company

Write a Letter to this Company  |  Rate this Company

I have contacted HP India for a product that I purchased here in the US. Would I be willing to pay $10-$30 more for my product so if and when I had a customer support issue it would be handled in a timely manner yes. I am currently on the phone with your tech support who is telling me that they cannot help me due to a warranty issue. I have purchased over 67 of your products for my office and staff and now my home printer is not working and I call them for support on an issue that I had over 3 months ago and called and did not get it resolved. Internet explorer 8 will not allow me to use the HP support online. So now I am suppose to downgrade software and add old software because you have not updated your software. I have now been on hold for more than 21 minutes asking to speak with a manager. I am recording the conversation. When outsourcing calls you really have to ask yourself what is it costing you and your image. If I have a wonderful product then I would never have to call them. However when I do call them.Support should be there when I need them. My thought is that you expect the system to break down after warranty. I will tell you this. If my issue is not resolved without a fee, I will not be able to continue to support HP. Whom we have had for generations.

The time is now 26 mins and I am still waiting to speak with a manager in India. The calls are very frustrating because they do not think the same as we do. The spend to much time reading a script and making you HP look bad.
I would rather deal with people who have logic and understand that the goal is to keep the customer happy. Not lose the customer. You can believe me when I tell you. I will tell 10 others.

DO NOT OUTSOURCE TO INDIA! HOME SOURCE! You have plenty of people that can do these same jobs here in the US. Work with the prison system so you can avoid the TAX issues. You need to stop giving the money I give to you away to another country. Then when I need you, you dont support me. WRONG!

Log In/Create an account | 3 comments

del.icio.us      Digg this

PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately.

Re: Why dont you make the call and see what happens to you. by Retail Veteran Posted Tue August 11, 2009 @ 9:14 PM I'm afraid to tell you that even if you were able to talk to a tech support person in the USA, they would still be reading from a script. From past experience with many different products, I have found it is easier and faster to find the answer to computer and printer problems online. There are many forums and blogs out there that can help you. You will not waste any time on hold and your problem will get fixed faster. All computer manufacturers outsource support so it will not matter which company you purchase future products from. Reply WORK WITH THE PRISON SYSTEM? by MA Cunningham Posted Tue August 11, 2009 @ 2:31 PM OMG! I am all for rehabilitation, but I'm having a real hard time wrapping my head around THAT concept! I have a feeling you'd be BEGGING for an Indian CSR after a conversation with "Big Louie." Reply Oh, you have no idea... by Just Jeffrey Wed August 12, 2009 @ 8:48 AM