Just yesterday I got some new paper that was touted to work in my laser printer; not standards 80gsm copy paper, just a bit thicker and still appropriate for my colour laser. Still, it got jammed in the printer. So much so that it did not come out, whatever I tried. The printer had a back panel, a front panel and a top panel, all of which the paper could not be found from. There was no way it was coming out without massively voiding the warranty.
Ready to go out and buy a new printer, I thought I’d give HP support a call. I was a bit frustrated at this point, and almost took this out on the person on the other end of the phone… that’s not like me, and I’m very glad that I was able to sleep on it and call them the next day. The person on the other end of the line was very helpful… and patient. I was on the phone for 50 minutes on total, most of the time talking to someone (e.g. not on hold) running through as many troubleshooting steps as possible. I feel this is quite reasonable, it costs them money to do warranty replacements or repairs on issues that can be solved over the phone.
Anyway, after about 50 minutes of troubleshooting (much of the time taken was my fault for being so slow so I’m most definitely not complaining about 50 minutes) I was simply told they’d send out a replacement right away and arrange for my old one to be picked up. That’s what I call customer service!
I was prepared to completely boycott HP (I’ve done it with other companies) before I called, but after this excellent outcome, I’m going to give HP good consideration when purchasing new tech items (and will always go to them for laser printers.)
I feel there is a shortage of good comments about customer service these days. If someone has a bad experience, they are bound to let everyone know. However, someone won’t necessarily go to the effort to let people know of their good experience – they don’t have as much motivation to. So with that in mind, I felt I wanted to let people know about the exceptional experience I had with HP. Whilst I’m still waiting for my replacement (3 to 5 business days is quite good!) it has been promised and I have no doubt it will come.