OT: Fwd: Feedback to Carly

I most likely overdid this, but I had just gone through quite a lot of
nonsense trying to reach somebody at HP.

Of course, these addresses might also be Eliza-bots or black holes, so
I am not holding my breath.

If you work at HP and are reading this, consider forwarding it to the
highest level person for whom you have an (internal, real) email
address.  It might be a career-enhancing move.

---------- Forwarded message ----------
From: t takahashi <[email protected]>
Date: Mon, 29 Nov 2004 22:56:48 -0700
Subject: Re: Feedback to Carly from t takahashi
To: External ceo-communication ...
Cc: [email protected], Email ecag <[email protected]>


Thanks for responding to me with a real email address.

I will write the following with the assumption that somebody there
really does want to improve the web site and HP service.  Please note
that my attempts to talk to a real human at HP have not yet succeeded
otherwise, so I am quite skeptical, but I will take this one last step
for HP, since it used to be such a great company (and I knew people
who worked there).

I am very skeptical that anybody high enough in the hierarchy will
ever see this to do any good, but here goes:

For example, on the web site there are no email addresses, so you
spend far too long filling out an email form, and it asks you to
confirm by pressing the send button, and there is no send button.
I am not making this up.

Then you try to provide feedback, and you get a non-replyable reply
that sends you to the web page that does not work at all.
I am not not making this up.

Or you try the web chat, and half of the characters you type are
dropped so that it comes out in gibberish, then the chat person (who
might be an Eliza-like bot pretending to be a human) tells you that
they only support English (i.e. she or it thought that the gibberish
was not English) and drops the connection -- I have the transcripts.
I am not making this up.

Then Firefox bogs down with HP's Javascript until it is too slow to
use.  Then every single page has HP "feedback" popups that obscure the
pages or move.

Or you try to find your problem, figuring you would read between the
lines of Windows errors (because they have no useful Linux
error pages), and they got the link wrong.

And they don't make it clear whether their "drivers" and other
downloadable software are or affect firmware in any way, so you can't
tell whether you could fix a problem in the device itself by using
them.  You just get a list of downloadables with no real information
about them.

After 3 months, I still have a huge paperweight on my desk.  (You call
it an Officejet 6110, but it has been useless to me ever since 30 days
after I bought it, making it impossible to return.)

I was hoping to get a little of that HP service that used to exist,
since that HP product quality that used to exist no longer does.  (I
went through 2 others of the same model before buying this one.  I
should have taken the hint.)

But instead I hit a web site that got in the way.

I miss the old HP.

(Please reply so that I will not swear off HP products or stock forever.)

Thanks


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