April 21, 2006
LIsten up: Tell HP support to look at the clock
In our weekend podcast (3MB MP3 file) we talk for about 5 minutes about the way time doesn't move fast enough in HP's support arm. We hear from 3000 customers like John Bawden of Qualchoice. John wants to test those 3000 patches, the ones that HP's 3000 group is asking about. HP won’t let him. John has moved on from HP support, like a lot of you. He represents the kind of customer who asked for enhancements.
Did HP tell Bawden and others that when they stepped off the HP support train, they'd lose the chance to get their enhancements on their systems. We bet not. But HP can reset its clock and start treating beta-test reports for 3000s different than the systems they're not cancelling. Ask HP to do this, now that it's asked you to test its enhancement engineering.
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