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Tech Support Report Card | |
| Hold Time Minimum | 3 minutes |
| Hold Time Maximum | 11 minutes |
| Phone Grade 2009 | C |
| Web Grade 2009 | C- |
| Overall Grade 2009 | C- |
| Overall Grade 2007 | C+ |
| Overall Grade 2008 | B+ |
800-474-6836
www.support.hp.com
HP’s support site is chock-full of information. Unfortunately, it’s also poorly organized. Support by model number proved confusing to enter.
Although arranged by subject, FAQs were in no particular order. Information didn’t seem to be readily available. And questions must be worded precisely how the search engine expects them, rather than how you would naturally phrase them. Real-time chat support is available, but, again, we were foiled because we needed to know the exact model number. When we finally got that straight, our prize was an error screen.
Jeanette in the Philippines spent 3 minutes getting our name, rank, and serial number before asking how she could help. The phone connection was fuzzy. And, although her diction was good, we had to ask her to repeat what she said several times. She also answered our questions instantly, without taking time to consult a script. Denesh, also in Asia, took 11 minutes to check us in, and put us on hold to confirm our registration (the hold volume was earsplitting). When he came back, he asked us how he could help. When we asked him our question, rather than give us an answer, he mistakenly told us that our notebook was 17 days out of warranty, and that we would have to pay for service.
“Longer than anticipated hold times” was the alert we received on our next call to HP, which Ron in the Philippines answered at the 3-minute mark. While worse-than-anticipated call quality made communication difficult, Ron still answered our two questions quickly, although he gave us the least efficient, multistep solution to changing power options.
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