The Good-Bad Scale

HP Customer Care - A Followup

2008-12-16T15:55:00.006-05:00

Today I received in my email box a request to take a customer satisfaction survey due to my recent interaction with HP's Customer Service.

Hewlett-Packard's records indicate that you recently contacted our support services regarding your Compaq Presario V6000 CTO Notebook PC.

Hewlett-Packard has asked Harris Interactive, a world leader in market research, to assist in collecting and evaluating the quality of this most recent support experience.

Your candid feedback will help drive HP's on-going efforts to improve its service and support. The survey will take approximately 5 minutes to complete. Your responses will remain confidential and will only be used in aggregate, unless otherwise specified. HP will only use this information to improve the services it provides to its valued customers.

Great! I look forward to doing so and also dropping a link to my blog into the comments. So after clicking on the survey and going through the first page to indicate my language, I receive this as the next page of the survey:

It's good to see their customer service experience is at least consistent, if not effective. Thank goodness they used a "world leader" like Harris to do their surveying for them, instead of a good survey software company.

HP Customer Care

2008-12-14T19:44:00.012-05:00

My wife recently returned from an extended trip, and I grabbed her Compaq V6000 laptop to do a bit of needed maintenance. That's when I noticed the built-in wireless didn't seem to be working. Usually it's a simple matter of flipping the dedicated wifi switch on the front of the laptop, but the indicator light glowed orange in either position. Inspecting device manager also showed no device. Houston, we have a problem.

A bit of Googling turns up a fair number of posts with similar issues with this laptop, additionally indicating it's a hardware problem and that a typical solution is chatting with HP customer service who will take the laptop back (even out of warranty) and replace the motherboard, thus fixing the problem. OK that sounds not exactly ideal to be without the laptop for a few weeks, but it's nicely proactive on their part if true.

So I head to the HP support website, and after a bit of stumbling around find the place to chat. I fire that up and get put in a queue. Being experienced at this, I also fire up notepad and begin constructing my responses to the rep, basically detailing very quickly what the problem was, what I'd done to triage it, and asking what the next step is. Eventually "Gannon" comes on and I begin copy/pasting my responses in. I do this and wait a bit, and he responds to the effect of "Can you please elaborate what the problem is". Never mind that I just did that! However it's clear from his response that English is not his first language so I cut him a break. I ask "Sure, what do you want to know". No response. So after 5 minutes of waiting, I retype in very short sentences essentially the same information I gave him the first time. Wifi was working, but isn't working now. (send) Tried the switch, but it's always amber. (send) Adapter doesn't appear in device manager (send). Tried reinstalling the driver, no luck (send). Saw many people with the same problem in Google, and the solution seemed to be a hardware replacement by HP (send). What now? (send, and wait). Again after a few minutes he eventually responds with "So it seems you're having trouble with your wireless networking, is this correct?" I can see I'm not going to be slipping anything past this guy, so I reply with a simple "yes". After another 5-10 minutes of waiting for his next incisive troubleshooting question, he asks "Are we still connected?". Yeah. I decide there's no positive future in this conversation so I reply with "Yes, but this conversation isn't going anywhere so I'll try again later" and close the chat. OK so that's not a great customer service experience, but it's very typical for level 1 support, especially when L1 has been offshored. Unfortunately HP is really no different than most large companies in this regard, and sadly I'm used to it by now. Granted the customer experience is awful, but it was pretty much what I expected and so I really didn't give it a second thought. I know it's better to just end the conversation nicely and try again until you get someone who actually has a clue, so that was my intent.

But then today something else happened that made me think "ya know, maybe this whole episode should be a blog post". I received an email from HP titled "HP total care follow-up", and on the surface it seemed an attempt to recover from the failed episode the previous day in chat. "Great", I think at first "they noticed the moronic chat and now are going to make things right - how awesome is that". Then I actually read the email:

Thank you for contacting HP Total Care, delivering total care for your HP Pavilion Notebooks.

This email is a follow-up to your recent HP Pavilion Notebooks Chat experience. It has come to our attention that you were not able to complete the process or respond to our message. We would like to take this opportunity to apologize for the inconvenience.

Our goal for this program is to provide an efficient and helpful online support experience, and so we would like to better understand the connection issue from your perspective.

Also, we are committed to helping you with any questions you may have about your HP Pavilion Notebook. If you would like to attempt another chat interaction, please visit this page:

http://www.hp.com/support/ipg/chat

We look forward to hearing from you, and hope to be of future assistance.

Note: Please do not reply to this email as this inbox is not monitored.

I re-read this email a few times because I really wasn't sure I was reading this right. They actually seem to be saying "Sorry for the problems, we'd love to understand what went wrong, and in fact are looking forward to hearing from you. But don't actually attempt to contact us, kthxbye." Wow, now that's innovation in customer service!

Vovici Online Survey Software

Needless to say, HP Customer Care is going to post a big fat "Bad" rating on the Good-Bad Scale today. They actually should get bonus points on the Bad rating for not only screwing it up in the first place, but also piling on afterward. It takes a special kind of company to follow up your screw up with an even better screw up.

And just in case anyone finds this post because you have this problem, the right answer appears to be on this page on the HP website.

Anyone else had such stellar experiences with HP Customer Care? Drop a line in the comments please!

Blackberry Storm - Day 1 - Out of the Box

2008-12-08T21:41:00.034-05:00

OK so if you're like me, you like the looks of the iPhone. You love the concept. All your friends are getting them - face it, you have iPhone envy. But despite this, you can't deal with switching to AT&T or maybe your company is just a Blackberry shop and iPhones are verboten. So what's a fella to do? Recently a new iPhone competitor hit the market that might just be your solution. If you haven't seen a commercial yet for the new BlackBerry Storm by now, then clearly you are living under a rock or were hit by one. Personally I've never had anything other than your basic cellie. My most recent phone was a Motorola Razr. But with my growing interest in social media like twitter, texting, and an ever-increasing need for connectivity (and no small measure of the aforementioned iPhone envy), my beloved Razr just wasn't cutting it any more. When it became apparent something more was needed for my work as well I hunted around for something that would work on my network (Verizon), but everything I looked at was a sorry joke compared with the iPhone. Then along comes the Storm, and despite mixed early reviews I decided the time had come to take the plunge. So I stopped by my local Verizon Wireless store to check out the Storm. It looked pretty good, the sales guy was nice, and so I decided to order one. That's of course when I found out these things are flying off the shelves faster than hot Krispy Kreme Doughnuts at a Weight Watchers convention. But the rep promised it would be delivered to my door in a week, so I put in my order and today it arrived in the mail right on time (actually a couple of days early). Let's dive in and take a look.

So everything I ordered arrived in one box, which was pretty cool. In addition to the phone I picked up an extra wall charger, car charger, screen protectors, and being a little concerned about the form factor I also got a holster (I prefer to just pocket my phone). We'll see about that one.

So here's the box as it comes , and first opened . After unpacking everything, you get your standard collection of startup guides, charger, software, and of course the phone itself. Right off the bat I noticed that you also get 2-3 additional adaptors for the charger so that you can plug the phone into non-US wall sockets - a very nice touch since the phone is quad-band capable and thus will work worldwide.You also get a pair of wired headphones with mic so you can listen to tunes or talk handsfree. Another nice touch. Opening the back to put in the battery reveals the SIM card and the 8GB mini-SD card Verizon gives you with the phone. Yet another nice add, although it would have been even nicer to also get the mini-SD adapter so you could plug the mini-SD card into the SD slot on your computer or laptop.

So I quickly plugged in the phone to charge, and after that was complete ran back up to the Verizon store and had the helpful clerk Shea swap my number and all my contacts from my Razr to the Storm (a moment of silence please for the Razr - sniff). Shea also hooked up my Gmail account and explained a few basic things about my new phone, including how to install the firmware update that's already out (good to see RIM working hard on ironing out bugs so fast). So overall my in-store experience was really great. So as hard as it is for me to say this about a telcom company, Verizon (and specifically my local store employees) on the good-bad scale you scored a solid Good in my book.

So back at the office I also got my corporate email hooked up on Exchange, and did a some basic configuration of things, including getting my Bluetooth headset working which a quick test call to my wife confirmed. So far so good. I fired off a text to my buddy Dave to make sure that was working, and managed to send myself an email and ensure the browser working. All this was done without so much as a glance at the manual, so I'd assess the interface as reasonably intuitive. Experienced Blackberry users probably would know right away where to go for things as they're already used to the menu system and primary physical buttons.

One major win is the screen - it's gorgeous. It is quite big and bright, and has great resolution (1/2 the resolution of VGA in fact). Given that, I was also pleasantly surprised by the form factor. I was concerned it would be too big to comfortably pocket and I'd be stuck using the hated holster again. But as you can see from the picture at left it's only slightly wider and taller than my Razr, and actually a hair thinner. Pockets seem to work just fine for me, and thankfully the holster will be put aside.

More playing around got some applications installed - Facebook, GTalk, etc. and I started to get used to the keyboard. Of course it's a touchscreen keyboard, but if you've seen or used an iPhone it's a bit different - the screen itself is a big button. Initially I kept lightly tapping as you would an iPhone. Doing so does highlight what will happen once you press the screen, but you have to physically depress it to enter the letter or press the button. It sounds goofy I'm sure, but once you spend a little bit practice it becomes natural. In some respects it might be better for some people, because there is a very physical sense of feedback when you click the screen - you are not going to accidentally select something merely by waving your finger over it. Like the iPhone you can switch from portrait to landscape mode by simply turning the device. Unlike some reviews I've read I experienced no serious delays for it to switch, both before and after I installed the firmware update. You can also scroll menus and pages around merely by swiping your finger around the screen. The on-screen keyboard itself works in one of 3 modes - landscape for when you have the device turned lengthwise, Suretype for portrait mode (I'm still trying to really grasp this mode), and lastly Multi-tap in portrait mode, which is basically the classic method of text entry I've been using on the Razr and earlier phones. Of the three the landscape method works best for me since each letter has a dedicated button. It's certainly a major improvement from what I was used to on the Razr, although experience Blackberry users may find the lack of a physical keyboard a hindrance. Fortunately I don't have that problem, so anything is better than mashing the hell out of numbers to turn them into letters. The Suretype method is new to me, seems to be a carryover from earlier, slimmer Blackberry models like the Pearl. I'm still struggling with how to use it effectively however, and find I get tired of fighting it and flip the phone over to landscape mode to complete the task. Or maybe I'm all thumbs - I guess time will tell as I get more practice on it. The keyboard itself works pretty well, though it clearly takes a bit of getting used to to really hone in on where to place your finger to accurately hit each soft-button. I find that slightly high and right of dead center seems to work best for me when hitting letter keys in landscape mode.

My big concern was the web browser. Having seen how well implemented the iPhone's is and how poorly other phones were, this was one area I wanted to see in action. While probably not as effortless as the iPhones, the Storm's browser in my first experiences was quite adequate. You can quickly zoom into specific areas of the page with a light double-tap on the screen, and pressing links and buttons on pages works as expected. In short the browser experience was rather uneventful based on my initial and limited testing, which is a good thing. It worked as expected.

During my first few hours of use, two possible issues did crop up. The first was possibly rather short battery life. I'm pretty sure I had it fully charged when I left for the Verizon store around lunch. However after only a little afternoon playing around (I did have actual work to do after all), a firmware upgrade, and more playing around that evening the battery was nearly gone - after only about 8 hours! Even after 3+ years of heavy use my Razr will easily go 4 days without charging, so this is bit of a shock to me. I'll be watching this closely over the next few days to see if it was an anomaly or not. I did however turn back off Bluetooth as I know that's typically a very costly technology when it comes to battery life in any device (except apparently in my Razr). The second concern I had was trying to make a call later to a vendor while meeting him out at our data center. I could get the call to go through, and he could call me, yet I couldn't hear anything. This was quickly frustrating since it had worked earlier, and I suspected that somehow the phone had gotten out of whack with my Bluetooth headset, even though I turned the headset off and still had the problem. Going home later the phone was still in this mode where nothing was coming through the speaker, and it wasn't until later after I'd applied the firmware update (which of course caused a phone reboot) that the problem cleared itself up. Again I'll be watching this to see what happens going forward.

Vovici Online Survey Software

So that about sums up my first day with the Storm. Overall on the good/bad scale, I'd rate my first day with the Blackberry Storm Good. As I expected it doesn't suck like many reviews have said, but then again I'm not an Apple zealot or a longtime Crackberry addict either. We'll see if it can maintain this over the coming weeks. I'll give it another week or so, and will post a followup story on my findings. If you have specific questions or want me to check out particular areas you are wondering about, please post your questions in the comments and I'll do my best to get to them.

FedEx vs. UPS - The Customer Service Experience

2008-11-09T09:55:00.001-05:00

I had two oddly similar experiences recently involving FexEx and UPS that I found rather interesting, so let's kick off this blog by assessing the customer service experience I received from FedEx and UPS.

So the basic scenario here was maybe a bit unusual. I'd ordered a product, and found out after the fact that it was shipping to my house with a signature required, yet no one was going to be home to receive it on the day it was to arrive. Seems like a simple enough problem right? Just call the shipper and have them redirect it, or just pick it up at the store. Well that's what you'd think anyway.

FedEx
I'm going in the order this happened, so let's start with FedEx. It was past time for a new coffee maker in my house, so after reading lots of reviews I settled on the Braun KF590 Impressions Digital 10-Cup Programmable Coffeemaker which was being offered by Beach Camera. So into the cart it went, and a few days later I expected to come home and find my new coffee maker. Instead I found a sticker telling me it couldn't be delivered without a signature. After thinking "you have to be joking me", I called FedEx and ask them to either deliver it without a signature, deliver it to my work, or let me pick it up at the FedEx facility which happens to be on my way home from work. The CSR insisted that the only thing I could do was contact the shipper and have them instruct FedEx to make any of these changes. Sigh.

So having success with Beach Camera in the past, I contacted them. Without going into too much frustrating detail (yet), let's just say rather than simply calling FedEx and redirecting the shipment, they preferred to let the item be returned after 3 failed deliveries, eat the shipping costs, and let me re-order the item. Seriously! By now I'm ready to spit nails. I decided on the spot I wasn't re-ordering anything from them - sheer stupidity and laziness does not earn my business. We'll come back to Beach Camera at the end of this post.

So after another failed delivery from FedEx, I decided on one last desperate measure. I signed a sticky note along with a request to leave the package on the doorstep, and put it outside my door for the delivery person. And to my amazement it worked! That evening I had my coffee maker.

So FedEx is getting a dual rating - corporate customer service - BAD. My local delivery person who saved the day however - GOOD.

UPS
About a week later I finally pulled the trigger on a Nikon D60 10.2MP Digital SLR I've been eyeballing for a year now. Once again Amazon had a good deal going so in the order went, along with a few accessories. And again I failed to redirect my shipment to work - you'd think I'd have learned. You would be wrong.

Again the order ships, and this time I figured out it was going to be going the wrong direction. After it was in the area I called UPS and told Brown what they could do for me - hold my package for pickup. To my pleasant surprise they immediately said yes! All I had to do was show my ID on pickup. The person on the phone said I would receive a call from the local facility once they'd confirmed they would grab my package, and they would tell me when I could stop by to get it. Sure enough about 45 minutes later I got a call and was told they had the pacakage to stop by anytime after 6:30pm. I stopped by at 7 and after a short wait walked out with my camera. Rock on!

UPS gets a big ups (ha!) and a huge GOOD rating on this. Not only were they cheerful and totally efficient, but obviously very customer service oriented. I will not forget that.

Beach Camera
Finally, a little bonus rating on Beach Camera, or more specifically their "customer service" people, and one "ibahary" in particular. First issue was there was no notice that the package would be shipped signature required. Secondly we're talking about a $50 coffee maker here, not diamond jewelry. So as much as I think FedEx did a poor job (especially compared with UPS in a similar situation), they have a policy and they followed their policy. But Beach Camera took their BAD rating to a new level. After my asking them to call FedEx as instructed, and them telling me to let it fail and reorder, I emailed back with this:

You have to be kidding me. A simple phone call to FedEx solves this problem, rather than requesting a refund and then reordering the same bloody thing.

Ibahary then accuses FedEx of lying about their own policy:

I apologize for the inconvenience, but unfortunately this is not true. Please note that we are loosing money on the shipping by you refusing this and we would be more than glad to have Fedex remove the signature requirement if it only took a few minute phone call.

As I said in my reply to Ibahary, "I can't believe we're going through all this for a coffee maker..."

Had similar experiences with any of these guys? Drop them into the comments.

The Point

2008-10-30T23:23:00.002-04:00

OK so this blog is about one thing - my assessment of anything I feel like. The premise is simple, if you had to rate something, how would it rate on the simplest of all possible scales - Good to Bad. That's it. Win or Fail. True or False. Yes or No. Sucks or Success.

Good or Bad.

Here we go.