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If you read how Kyle McFarlin got the business end of the HP battle shaft during his own Battle of
If not, click here to get up to speed then read on because he’s revealed new developments.
“The evil that corporations do, live long after you . . .”** The video at the end of the post explains it all.
Kyle did respond to my comment with a comment on his blog . . .
Walter,
HP has offered me printer products (which I politely declined as I’m set fine) to makeup for my experience and extended my product warranty by a year (fine by me).
Also, HP has communicated I have fast-tracked customer service ongoing which is exactly what I want.
Further, I’ve been e-mailing more with Engelina, and I think she’s taking the issue quite seriously as she’s just about the fastest VP I’ve ever seen on the e-mail Reply button.
We’ll see how it goes, and I’m still hesitant to recommend HP products to others until I have noticed tangible change. I’ll talk with Engelina occasionally and make sure the e-mails were forwarded and the changes are occurring.
Thanks for the vigilant counsel Walter.
Posted by: Kyle McFarlin | July 11, 2007 at 04:56 PM
I’m sad to see that he settled. But I guess I should be happy that he’s happy with the outcome.
But try as I might, I cannot muster any enthusiasm for my friend and thus my words of congratulations sound hollow to mine ears (am I channeling Shakespeare or what?).
“O judgment! thou art fled to brutish beasts,
You see, what they offered him . . . (as I stated in the previous post) cost them nothing and that’s exactly what they’ll learn from this experience with him . . . nothing.
“Printer products?” Phhfft . . . a trifle.
“Fast-tracked customer service?” Whatever the hell that means. A service trifle which we all know costs them nothing. Again . . . phhfft .
Extended my product warranty by a year? See the previous bullet. Phhfft and phfft again.
All at zero cost to HP. Well played, VP Jaspers. I’m sure your bosses are proud how distracted him with the shiny baubles and sleight-of-mind.
Too bad you weren’t out-of-pocket the costs of him not being able to do business for months (!) because of your Customer Failure department.
And I’ll bet a steak dinner at Canlis (exclusive Seattle restaurant) that if you take a Google snapshot of something like ‘HP customer complaints’ today and compare it to the same search in July 2008 . . . we’ll see a rise not a decline in the numbers.
I’m sorry you had this experience, Kyle but I’m even sorrier that HP got by with it.
Again.
You weren’t the first and you certainly won’t be the last.
****UPDATE****
“Friends, Romans, countrymen, lend me your ears;
or . . .
“But HP says they are sorry;
and . . .
“But Jasper says she is sorry;
Damn . . . now I’m gonna write in sonnets for the rest of the day!
* = Julius Caesar , Act III, Scene I. (without apologies to Bill for artistic liberties taken).
** = “No Tears For Caesar,” William Shatner’s rap of the same Marc Anthony speech from the insight-packed and laugh-til-you-pee film Free Enterprise . Click the YouTube video below to watch it.
Like what you read? Then click here to buy me a coffee.
By Walter |
Topics: Lessons Learned , Marketing Mishaps , Pet Peeves , Pro Analysis |
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Thermopylae then read on.