Re: OT - BMC-Remedy Tech Support Rant

[Herb Partlow]

** **   Hey Rick I stopped purchasing products from HP last year when I sent in a laptop that had an issue with the cooling fan <sounding like a jet taking off> and then shutting down the laptop, time after time, after time. This laptop was 6 months old and still under warranty   I received a call from their RMA department telling me that the cost to repair would be $486 because there was water spilled into.. yeah right.  I spent too much to junk the laptop. Last product I will buy from HP   Herb -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, July 13, 2006 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant   Many companies are beginning to realize the true cost of outsourcing, Warren.  Add to lost customers the fact that the choice is now becoming going with nations just beginning to really do outsourcing (like Malaysia, Ireland, etc.) at a low cost, or paying more for more established outsourcing centers like India.  When comparing the total cost of providing that service, factoring in the cost in lost customers due to problems like you mentioned, many companies aren't seeing an acceptable ROI to outsourcing at all, and some have begun to reverse that trend.   I recently had a problem with my daughter's HP laptop, and after my experience with their service department left me unsatisfied, I asked for an escalation contact.  The guy I was referred to spoke with an obvious Indian accent (I was working at a company with lots of them at the time, so I recognized it easily), but said his name was Brian.  Right.  After I explained the problem to "Brian", and what I needed him to do to correct it, he explained that he was powerless to do anything.  I verified that I was talking to the correct person in the correct role, but he seemed to think that his role was to be a customer "service" dead-end, so he refused to do anything but listen to me.   Last HP product I'll buy until they understand customer service as a concept...   So, at least Remedy Support has never been THAT bad.  :)   And I agree about Bamba - he may not be the most knowledgable person they have, but he busts his butt every time, and I appreciate that.   Rick   __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___