hp service going downhill?

thing is, I don't phone their tech support. We are a priority customer and have a special priority e-mail address we now send all requests to. before it was a priority phone line. now neither of them seem to be much of a priority for hp.

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Originally posted by Radical Dreamer
I dont think they've gone downhill, its hard to go down when you are already at the bottom

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Indeed ... I'm amazed you ever thought they were good .. maybe they realised they were supporting one customer properly & decided to put a stop to it !!

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Originally posted by Damned Angel
thats exactly the problem I'm having with them, I fill out all the forms, e-mail them in (new way they want us to do it) and wait. I used to wait 2-3 hours when I faxed in the forms to order parts warranty and not. Now I wait a few days and only get taken care of when I send mail to our sales rep complaning that I've been waiting a few days. Our sales rep has even agreed with me that things are taking a lot longer and that they are getting more and more complaints about it.

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hummmm


We just fill out a form with the product thats bad and the part number then the next day the part comes and I have up to 1 week to send out the bad part...

Very fast

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Originally posted by confus-ed
Indeed ... I'm amazed you ever thought they were good .. maybe they realised they were supporting one customer properly & decided to put a stop to it !!

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I agree, everytime I have had to phone them I can be on the phone for over an hour only to speak to various 'techies' who helpfully suggest I "try plugging it in" or "switching it on" when you explain it IS on the reply is usually "well thats stumped me then!" :p
One guy came out with a replacement MFP the other day and I had to show him how to set it up, his excuse being they were new and he hadn't seen one before!!!!!!!!!!