Archive for the ‘HP’ Category

The skinny blonde

May 26, 2007

le-mepris-21.jpg

There is this woman, a skinny blonde, mother of a child in the class of my son who is ignoring people like me. She doesn’t know me but must assume I’m not worthy of her conversation since I never wear a suit and I drive “only” an audi A3 (I’m just a middle class guy). Every morning, she parks her enormous SUV on the pavement obliging the kids to walk on the street. Even when we walk next to each other after we dropped our kids in the classroom, she pretends I’m not there. I don’t care that much, I’m not very into small talk but it’s not a nice sensation.

I didn’t made this blog to bitch about people. But this is the exact analogy of what I felt with the HP story. They are ignoring me and it’s somehow disturbing. OK, I’m a very modest blogger, I don’t claim to have any kind of influence (I’m just a middle class blogger). Nevertheless, I experience the fact that HP is not monitoring the blogosphere as a sign of contempt. It’s pretty new, but today I expect brands to listen and it’s an unpleasant feeling when they don’t.

Untill further notice, if I have to illustrate their brand personality, I would classify HP in the unfriendly arrogant skinny blonde category.

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The audience is listening, HP isn’t

May 25, 2007

It took me 2 minutes to post the story of Laurent struggling with an HP keyboard and HP’s kafkaesque customer service. I was amazed to see the HP-post on the very top of the top posts of the week.

No reaction from HP so far… but a few hours after the publishing of the post, John P, a very helpful representative from Dell (!) tried to help us out and gave us some directions in the HP labyrinth. This must be superman’s Bizarro world.

Maarten was the first to blog about this oddity on Blogologie (in dutch). A few hours later, I see a pingback leading to an excellent post entitled “Dell Quells HP Hell” on Steven Phenix’ blog. The post is great and even offers us background information about John P.

So, HP is not listening while Dell learned to listen and monitor and understood that everyone is a customer. Laurent decided to buy a new laptop. It’s a Dell.

HP Hell

May 23, 2007

Here’s a mail I received from my colleague, friend (and soon my boss) Laurent. I hope HP is monitoring the blogosphere as efficiently as Dell does.

Computer : 2.5 years old HP Presario 2500 laptop, bought on Ebay when it was only 2y old
I bought this for my girlfriend during her maternity leave so she could stay connected, even while “emprisoned” home
I took the opportunity to initiate her to the joy of  instant Messaging and she pulled her mother and half her family – living far in the countryside – to it 😉 I also showed her how to use Ebay and she spend half my salary in baby clothes in a month

A few weeks ago, the “h” touch died. I checked the web and apparently it’s a common problem with this model (or at least, people have been vocal about the “h” touch)
But, ok, she could live wit tat, h is not tat important is it?
Yesterday night the whole keyboard stopped working. “e” gives “w”, backspace, delete and enter don’t work… She was really sad

Soooo, arriving at the office today, with all the references in my pocket, I surf to the HP website to find an after-sales/customer service number I could call to solve this asap. It’s not critical, she does not need the computer for work matters, but it has become really important in her life and I don’t want to let her without that.
Ok, number found..doh, a 0900 billed 0.74€/min…?? Ok, the computer is probably not guaranteed anymore, but still.
First call, robot voice spelling me a huuuuuuge (this is stupid by the way, who can possibly remember that?) url I could check to read about HP privacy policy, press 2 to get someone answering, wait wait wait, at least, a friendly human voice.
The guy asks for my postal code so he could give me phone numbers of companies that could repair my laptop.
I hung up the phone with 3 numbers.
1st number : number does not exist
2nd number : yess!! It rings!! Bad luck for me, that company works only in B2B
3rd number : number doesn’t exist

Hmmm, ok, I have an issue there. Back to my 0900 overtaxed number (again 2 minutes waiting time to get that humongous url spelled), press 2 to get someone answering, a lady now.
Postal code thing and she gives me a 03 phone number. I kindly ask her to give me a number close to my place (why asking for the postal code otherwise?) and she tells me that’s the only one she has (??) The number? : 03.382223366. For those of you who don’t know, Belgian phone numbers do not contain 8 digits. That’s what I told her of course. She puts me on hold “to check sir”… the line was cut after 10 minutes waiting time :-/

Back to the HP website, a bit angry and bored, I see a small link allowing to estimate what the repair price could be. If I can not get the contact of someone who can help me, maybe at least I could figure out how much it would cost. Click, click, click, my computer model? of course I have the reference, click click again : 389€ estimated repair price…but nowhere I could type what type of reparation I needed, so how can that estimation be right?

HP? Are you listening?