Re: Letters to the new CEO
From: John Smith (a_at_nonymous.com)
Date: 05/12/05
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Date: Thu, 12 May 2005 07:34:16 -0400
Dave Froble wrote:
> John Smith wrote:
>> GreyCloud wrote:
>>
>>> John Smith wrote:
>>>
>>>> norm.raphael@metso.com wrote:
>>>>
>>>>> "Dave Gudewicz" <k9jdk@NOSPAMarrl.net> wrote on 05/10/2005
>>>>> 09:53:34 PM:
>>>>>
>>>>>
>>>>>> I wrote to Mark Hurd about VMS a few weeks ago via the HP web
>>>>>> site at:
>>>>>>
>>>>>> http://www.hp.com/hpinfo/execteam/email/hurd/index.html
>>>>>>
>>>>>
>>>>> I have been having an issue with HP services, and in utter
>>>>> frustration I posted
>>>>> a note there last week, more about losing this customer because of
>>>>> business practices, but hitting the high spots of my issue as an
>>>>> example.
>>>>>
>>>>> I got a response from "Mission Control" asking for details on the
>>>>> specific issue
>>>>> and I sent that along - and I have continued to persue the issue
>>>>> through what
>>>>> is supposed to be the normal channel as well - and it is still
>>>>> unresolved.
>>>>>
>>>>> I never got a sense that the any notice was taken of the broader
>>>>> problem, viz.,
>>>>> we are less and less likely to do business with HP every time we
>>>>> encounter them.
>>>>>
>>>>> I did not get a personal(ized) response.
>>>>
>>>> See what happens if you complain about their printers and ink. I
>>>> wonder how responsive they'll be in that instance.
>>>>
>>>
>>> Very poor in my experience. I just purchased a new 7310 all
>>> in one printer from HP and the install CD for an old windows
>>> box that they list on the outside of the box for various
>>> versions of windows failed to install... it hung. I've
>>> called their support line, which is in India, and could not
>>> understand him. I then went on line for their support
>>> services with a live chat and still no resolution. This has
>>> lasted for two months now.
>>
>>
>>
>> Nothing new on that score. I have a D155xi, which is a predecessor
>> to your model. Came with a Jetdirect 200m ethernet interface in the
>> box from the factory. The box says that all functions are supported
>> over the network, so does the manual.
>>
>> Everything works ok except 'print to fax' over the network - never
>> has since day one. Not having this function is a royal pain.
>>
>> Call printer and network tech support about 20 times,
>> install/uninstall/reinstall the latest software about 20 times on
>> different machines with different MS service packs and os versions.
>> Some tech support people say that the network functions are provided
>> as a 'courtesy' and are not supported by HP - if it works consider
>> yourself lucky, if not don't bitch to HP.
>>
>> In my case it's a buggy fax driver that doesn't work. Research has
>> shown that this has been a common problem since the day this device
>> was first sold. HP still has done squat to fix it.
>>
>> Funnily enough, my machine was bought brand new less than one year
>> ago and is under full factory warranty. A registed letter has been
>> sent to HP advising them of their liability and requesting a new
>> device that functions as advertised and warranted.
>>
>> HP's printer drivers are notoriously buggy. It's damn near
>> impossible to get a HP multifunction to work properly if you've ever
>> had any HP inkjet printer previously installed - HP's uninstallers
>> don't completely clean out the registry and there are conflicts all
>> over the place. I've had to re-install Windows 2000 and XP on
>> several machines in order to make things right. Even friends with
>> Mac's experience similar problems and HP printer drivers. Their QC
>> sucks big time.
>>
>> Another gotcha - say you have a 7130 at home and one at the office.
>> You have to install the same software twice because the install is
>> tied to the serial number of the printer which is read at install
>> time. The drivers read the serial number from the printer before it
>> prints for some reason and aborts if the driver doesn't find the
>> serial number it's expecting. Been there, done that with tech
>> support.
>
> Well, they're all good until you have a problem, and the customer
> service is good until you don't get good results. I'm not sure that
> there are any certainties.
>
> However, I've had some good luck with Brother products. The customer
> service speaks rather 'American' english, so it appears that not all
> companies have moved to India. Then again, maybe I called them during
> the last week before operations were moved to India. No guarantees.
> Just giving credit where it's due, at least so far.
I too have several Brother printers and their tech support has been fine,
but then again I'm not using Brother multifunctions - just plain lasers.
-- OpenVMS - The never advertised operating system with the dwindling ISV base.
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