HP "Support" for OpenVMS

An interview with Ann Livermore. I find the last sentence of this clip
rather telling.


http://computerworld.com/action/article.do?command=viewArticleBasic&taxonomyName=hardware&articleId=297018&taxonomyId=12&intsrc=kc_feat


Q: Expertise and quality are a big issue. Last fall, I spoke with two
high-profile HP partners who are OpenVMS consultants. They said the
support technicians in places like China and India don't have the
required expertise and aren't getting the training they need. What's
your response?

A: My view is that customer satisfaction and loyalty are at the heart
of everything that HP does and stands for, and that the long-term
success of almost any services business, and more broadly [of] almost
any corporation, has to do with how well they satisfy customers.

No matter where your resources are, at times you'll have an employee
who, for some reason, may not meet the quality or performance
standard. What we try to do is take the feedback and address it. We
actually followed up on the feedback from those partners to see if we
had a training issue specifically with some individuals, or if we had
a turnover issue, or what the nature was. In particular for our
OpenVMS customers, we are very focused on our installed base. We want
our installed base to be happy, and if or when they ever want to
migrate, we want them to migrate to another HP platform.

.

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