[Ekkie Tepsupornchai]

Originally Posted by Janak Parekh

One of the three times I sent my 3870 back, I talked to someone who clearly sounded like he was outsourced from the Indian subcontinent. He was clueless too.

It's worth saying the other 2 times I had reasonably competent people, and my 3870 eventually got fixed and works fine now.

Yeah, I've certainly had mixed results calling into HP myself. Some of my best and worst experiences have been with HP. Their lower end support *can* be terrible, but their escalated customer support has gone through unbelievable lengths to satisfy me as a customer.

In short: tech support is steadily worsening across the industry. I don't think our few anecdotes are enough to conclude who's better one way or the other.

Agreed. It's definitely running parallel to the downturn in the economy. It's real difficult for companies to assess exactly how much impact (or ROI) good customer service has compared to mediocre/bad customer service. When economies get tough, the top folks in a company tend to get short-sighted and want to only focus on initiatives that will show benefit in the immediate quarter; thus, long-term investments such as good customer service tends to get shoved aside.

[Ekkie Tepsupornchai]

Originally Posted by Janak Parekh

One of the three times I sent my 3870 back, I talked to someone who clearly sounded like he was outsourced from the Indian subcontinent. He was clueless too.

It's worth saying the other 2 times I had reasonably competent people, and my 3870 eventually got fixed and works fine now.

Yeah, I've certainly had mixed results calling into HP myself. Some of my best and worst experiences have been with HP. Their lower end support *can* be terrible, but their escalated customer support has gone through unbelievable lengths to satisfy me as a customer.

In short: tech support is steadily worsening across the industry. I don't think our few anecdotes are enough to conclude who's better one way or the other.

Agreed. It's definitely running parallel to the downturn in the economy. It's real difficult for companies to assess exactly how much impact (or ROI) good customer service has compared to mediocre/bad customer service. When economies get tough, the top folks in a company tend to get short-sighted and want to only focus on initiatives that will show benefit in the immediate quarter; thus, long-term investments such as good customer service tends to get shoved aside.

[mv]

Oops, looks like the extension is only for UK!!

[Mitch D]

I took some time and contact HP/Compaq about this, according to the lady I talkted too (remember this is tech support we are talking about) who said that as far as she knows the warranty in Canada and the U.S. of A. is one year only unless you by one of the Carepaq warranties.

I then double checked this with my HP/Compaq Rep. ( I work in the retail computer sector) and he believes that the two year warranty applies to the U.K. only...

But like I said this all comes from the HP/Compaq tech and "Rah Rah" teams... So take it for what it's worth.