hp service going downhill?

[Damned Angel]

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.

[confus-ed]

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

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 !!

[+Daemon+]

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.

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

[Satan_Claws]

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 !!

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!"
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!!!!!!!!!!