HP Survey

A day or so ago I was sent a survey from HP and was asked to rate my chat experience. I was about a third of a way through it before I realized – this would make a good post for Service Untitled. Hopefully, HP won’t sue me for posting this survey on Service Untitled – maybe they’ll even resend the first third of the survey to me. Who knows? The survey is actually very good – it covers a lot of material and can really show HP what they have to improve upon.

I was asked to say if I Disagree Completely or Agree Completely (a 10 poinst scale).

  1. The information provided during the real-time chat session was complete and had all of the necessary steps.
  2. The information provided during the real-time chat session was easy to understand.
  3. The information provided during the real-time chat session was relevant to my problem.
  4. The HP agent who assisted me understood my issue.
  5. The information provided during the real-time chat session was detailed.
  6. I did not have to wait long for the real-time chat session to begin.
  7. The HP agent who assisted me took ownership in resolving my problem or inquiry.
  8. The HP agent who assisted me cared about my problem.
  9. The HP agent who assisted me had enough knowledge to answer my question.
  10. The link for real-time chat support worked without any problems.
  11. The HP agent who assisted me efficiently gathered information to diagnose my problem.
  12. It was easy to enter my personal information (i.e. name, email, product) before the real-time chat session began.

Yes or No

  1. Is HP Chat the only means of assistance you tried?

Select One

  1. What operating system are you using?
  2. How long have you owned your -product-?

Yes or No

  1. Is your -product- currently under warranty?

Select

  1. Do you currently access the Internet using…
  2. Please indicate your country of residence.

Select

  1. Are you a dealer or reseller of computer products?

Yes or No

  1. To offer valued customers, such as yourself, better service and support, HP may have the need to ask you further questions. May Hewlett-Packard have permission to contact you to clarify responses you have given on this survey if the need arises?

Total Questions: 20

6 Responses to “HP Survey”

  1. Meikah said:

    Sep 19, 06 at 4:16 am

    Glad to know that HP is continuously trying to improve their services. My first experience with them (when I had to bring in my laptop for repairs) was not that good. I do hope they’ll do a lot better in the coming days. Good series you have here Doug!

  2. Lucky Kid said:

    Mar 03, 08 at 8:07 pm

    I am an HP agent and believe me, like in any other job in the world, there’s people who don’t give a muck if they do things right or not. Luckily, there’s many people who tries to do things right, and wants to help the customer, like me.
    What many customers don’t realize is that the agent feel better, complete and self-confident when he’s able to solve the issue, and that makes us want to work harder and better (not because of HP but because I am a professional).
    Just a hint: when people get angry at us, the troubleshooting doesn’t become easier… all the way round, if we work together, you get a better service, because we can work as a team.
    I solved almost every case I had with a nice customer, and if I can’t, believe me I have called them back up to ten times until I saw there was nothing else I could do.

    Anyway, the point is… yes, we’re trying to make things better, for you and for us.

  3. Service Untitled said:

    Mar 05, 08 at 8:23 pm

    Lucky Kid: glad to see that you feel that HP is making an effort. That is always refreshing to hear.

  4. srinivas reddy said:

    Mar 19, 08 at 7:09 am

    I am glad to say that I am working for a best company(HP).
    We provide support to the customer online and its great job.

  5. Milenko Fadic said:

    Apr 25, 08 at 5:03 pm

    HP has the worst customer service available. They are just another big corporation trying to attain profits at the expense of the public.
    My case is similar to many other cases that are around. Their computer was defective; I sent it to get it fix and it has been already one month and still not notebook. They first argued that they did not have then parts and now that their system is in maintenance.

    It is preposterous, one pays extra for a warranty and for service and gets treated as low as possible.

    I am also going to sue the company and try to get them where it hurts- their money.

  6. Alvan Gregory said:

    Nov 16, 08 at 2:37 pm

    My experience was very similar to Milanko Fadic. HP had my computer for six to eight weeks. When it was finally returned, it seemed to be fixed; however, I was without for an uncalled for period. HP has but ONE number to call. It takes a very long time each and every time I called to reach a person. HP apparently has no computer filing system of their own as the “person” on their end seems to never know that I had called before. Every call, they ask for the same information including a detailed account of the problem for which the repair was initiated. My computer was still in warranty and could have been replaced if there was a problem fixing it for lack of parts, or, whatever. Instead, the company’s “customer satisfaction” chose to keep me in the dark and without my computer for what seemed like forever. I will NEVER buy another HP product!