People who buy HP products get what they deserve.
Printers are the devils work (made by HP).
But the docs are still easier to work with than some parts of Lenovos ThinkStations.At least HP has an override boot menu option)
Stop being a Stan for any company. Neither of them are your friend beyond paying for your salary. And even then they are kept at an arms length.
I don’t think that’s fair. Plenty of people in this world do not know much about computers or the internet or anything in that area and just need a printer. So they go to their local big box store and there’s the HP printers and they’re a good deal, so they buy them.
Consumers do not get what they deserve when companies treat them like shit just because they don’t have certain knowledge.
Buy the ticket, take the ride
I fucking hate tech elitism. There’s a difference between refusing to learn to use a browser and learning the ins and outs of hundreds of different computer companies. Dell isn’t really any better and those are the two main ones in a lot of stores.
People act like knowledge is inherit, It is not. It is earned through learning.
It was all about “Encouraging more digital adoption by nudging customers to go online to self-solve,” and “taking decisive short-term action to generate warranty cost efficiencies.”
If you wanted customers to go online to self-solve, you’d write proper manuals, provide well-documented and granular error codes and allow people to run diagnostics on their own devices… By not providing either it’s clear the warranty cost efficiencies they’re talking about are people giving up on trying to resolve their issue and just buying a new one
And an excuse to fire half of the support staff.
“We’re always looking for ways to improve our customer service experience.”
LOL!
Technically they aren’t lying: their subjective experience is much better when they don’t have to deal with customers.
Oopsie daisy we got caught. Try again in six months when nobody is paying attention. Imagine the metric shit ton of this stuff that happens every day that nobody catches on to.
Just wait for something else that dominates the news and do it then, so nobody will notice. Very old trick.
oh, it’ll still happen now… just no ‘15 minutes’ announced to callers.
it will be the actual honest estimated wait time, and more than 15 minutes during customary busy periods…
after they shred half, then another half, of their telephone support staff.
The problem, as far as HP will be concerned, is the strategy was leaked to the public. If there was no leak there would have been no news, and no ‘feedback’.
HP won’t take this as a signal to not do the shitty thing. They’ll take this as a signal to back off for now, and then try the shitty thing again later, but slowly and bit-by-bit, so there’s no big news.
“It woz The Reg wot won it.”
Did I have a stroke?
Just in case, it’s a reference to the Sun newspaper “winning” the election for Tony Blair’s New Labour government
You noticed we were doing it so we’ll be more sneaky about it next time.
Upset employees who have to pickup the call after customer waits 15 minutes.
Yep, it’s just evil to their own staff. It seems every time I have to call some call centre these days, when I finally get to a human the conversation starts something like “I’ve just spent 40 fucking minutes trying to get to talk to a person and I’m really pissed off. I know that’s not your fault and I apologise in advance if I struggle to contain my frustrations while we talk. Now…”
HP listens to their support staff?
Uhhuh. “Feedback”, read: risk of class action lawsuits from everybody they tried stopping from reaching the support they paid for
HP is in no way alone in doing this. This is an industry standard. Call centers are critically understaffed and under supplied on purpose. Call centers do not generate income, and the more customers that reach an agent, the more the call center ultimately costs to operate.
Nah, call centers do generate income because they force their support agents to try to up sell you on other products and services.
Only when they have something to sell. That’s not as common as you’d think.
Having spent the first 8 years of my career in a call center, it’s fairly common.
I’ve spent the last 15 years in call centers and only spent 1 year on a line of business that involved upselling. There’s plenty of lines that don’t. Yes it is common but it’s just as common to not.
Right, but that’s just your experience as an agent. I was the one managing all of the campaigns for a global call center in the dialing platform, building the IVRs, etc, so I got to become familiar with many dozens of campaigns. Even ones that were supposed to just be customer service usually had something they were supposed to push.
Like was said, only customer service doesn’t generate revenue, so companies often try to recoup that cost.
Even ones that were supposed to just be customer service usually had something they were supposed to push.
True, which i failed to push when i was doing it 'cos the last thing a bitching customer wants is Hey, what about buying a new product? Then i got a real job.
