Good Job HP.. show us those Customer Service skillz!


Here is a chat log between an HP Support rep and myself. See if you can distinguish the actual dialogue from the scripted dialogue the HP rep uses…

Dear Customer,
Thank you for using HP Active Chat!
Your request has been received and you should be receiving a response in 2 minutes or less.

[Friday, November 19, 2010 12:09 PM] — Automatically generated message:
A Support specialist, Jim B has been assigned to your case.

[Friday, November 19, 2010 12:10 PM] — Jim B says:
Hello Arthur, thank you for contacting HP Active Chat Support. My name is Jim and I see you have a question regarding
your HP Color LaserJet Printer. Please give me 5 minutes to review your records. Thank you.

[Friday, November 19, 2010 12:13 PM] — Jim B says:
Arthur, I am sorry to inform you that according to the serial number, the warranty for the support has expired. However,
we do have options available to assist you:
1. We have pay for support option; there would be a fee of $39.00 dollars which would cover the software and hardware
that come with the unit.
2. Self-help links could be provided to help you.
3. You may take the unit to the Authorized service provider.”
which option would you like to choose “Arthur?

[Friday, November 19, 2010 12:16 PM] — Arthur Kaljian says:
ok, i dont want to pay for service that is part of the units specifications.. im just trying to find a link in teh self help as to
IF this unit can do it and if so Where are the instructinos. your user manual doesn’t give instructions yet the unit says
“check the user manual” when you choose scan to pc… so if you are going to charge me for this inforfmation which
should be posted on your website, i’ll pass, throw this unit out and go buy a brother which does have proper support.,

[Friday, November 19, 2010 12:20 PM] — Jim B says:
Please see the below link:
http://h20000.www2.hp.com/bizsupport/TechSupport/SupportTaskIndex.jsp?
lang=en&cc=us&taskId=115&prodSeriesId=3558902&prodTypeId=18972&supportTaskId=23046

[Friday, November 19, 2010 12:20 PM] — Jim B says:
“I understand that you do not want to accept to pay for the out of warranty options. Here are some places you can get
support for you products at no charge:
1. Self Help Resources:
* HP Product Support Site – Download manuals, drivers and other help files http://www.hp.com/support
HP Instant Support Professional Edition Page 1 of 2
https://h50203.www5.hp.com/HPISWeb/customer/PrintChat.aspx?CaseID=7511204&Us… 11/19/2010
* HP Parts Store – Lookup parts and order online http://www.hp.com/buy/parts
* HP Web Forum – Discussion group, post your question to other users and technicians
http://forums.itrc.hp.com/cm/1,,2,00.html
* HP ITRC Knowledge Base – http://www.itrc.hp.com/service/james/home.do
* HP Warranty Check – http://www.itrc.hp.com/service/ewarranty/warrantyInput.do
* HP Guided Troubleshooting tool http://h20499.www2.hp.com/gts/sparks/public/Admin_Navigate_All_All_All?lang=en
2. If none of the above appeal to you, you can also take your product to an Authorized Service Partner. A local authorized
service provider can be found in your local area at the following link:
http://www.hp.com/service_locator”

[Friday, November 19, 2010 12:21 PM] — Arthur Kaljian says:
yes, i have tried all those areas. your website is so conveluted that there is no mention of scan to pc on any of those
documents. i downloaded and manually read every single one of them. that’s why i’m here now trying to talk to a human
who may actually know something.

[Friday, November 19, 2010 12:23 PM] — Arthur Kaljian says:
if you are going to use quoted scripts to converse with me instead of trying to support your product, then we can end this
conversation

[Friday, November 19, 2010 12:24 PM] — Arthur Kaljian says:
by the way, its not a warranty issue.. its a sales issue in that when we bought it, we were told it could do it.. apparently
your information is either incorrect, your sales structure is incorrect or your support structure i nickel and diming us for
information that should be obviously provided at the time of purchase which it is not.

[Friday, November 19, 2010 12:25 PM] — Arthur Kaljian says:
i’m not asking you to fix something, or repair, or do the work for me.. i’m asking you to point to your documentation on
your website so that i can do it myself. i suspect you don’t have it, you don’t know where it is, or you don’t want to do it.
tell me which and stop sending me scripted answers.

[Friday, November 19, 2010 12:27 PM] — Jim B says:
All the support documents are available in the above self help links.

[Friday, November 19, 2010 12:27 PM] — Arthur Kaljian says:
THAT IS WHAT I’M TELLING YOU.. THE ABOVE SELF HELP LINKS DO NOT HAVE THE INFORMATION. YOUR HARDWARE
INDICATES THAT IT IS THERE, BUT YOUR DOCUMENTATION HAS NO MENTION OF IT.

[Friday, November 19, 2010 12:29 PM] — Jim B says:
I am sorry. I do not have any information other than the one we have in self help links.

[Friday, November 19, 2010 12:29 PM] — Arthur Kaljian says:
That’s wonderful. sell a product with features but you are sorry there is no information about those features.. Good job
HP.
Close

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One Response to Good Job HP.. show us those Customer Service skillz!

  1. Randall Redelman says:

    That’s similar to my experience. Bought an Epson, wide format color printer on sale for $129.95. Probably will never buy another HP product as there quality just isn’t there like in the old calculators.

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