Compaq Loses Another Customer Due To Lousy Customer Service
Tuesday, June 08 2004
"The very best face I can put on this is that Compaq monitors so few of the oursourced calls that the techs feel they can blow off customers with impunity. But in any case, this treatment is enough to move me from an occasional purchaser of their gear to someone who's never going to put any more money into the company coffers. Pity, as I rather like our networked HP printer.
And if this story gets linked around the blogosphere a bit, it wouldn't break my heart."
The sad thing is that this is not unique to HPaq, most computer companies are saving money by outsourcing the majority of their calls. This is actually not new, for a long time Dell outsourced its calls to local companies that did the hiring and firing and training, the service was actually better than Dell reps alot of times. Then Dell decided to "cut costs" and started outsourcing their calls to India, support has definitly gone down. I really don't have a problem with sending jobs somewhere else, I think it helps the global economy, but if your job is to talk on the phone having a heavy accent is usually not a good idea.
Recently Dell had to pull a large amount of it's support from India because a super large corporate customer was threating to switch because the support was so bad. But don't get confused, if you are not a huge company, chances are your call is going most of the way around the world.
-James
Comments
- #1 MRK on 9.26.2004 at 5:11 AM
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Man, I could not agree more.
My issue is outstanding for over one year.
I contacted compaq when my computer was in warrenty, and made several call before the warrenty was expired. Each time I called, the response was same. Please wait few more weeks, and You will get your DVD drive. (I have fixed dvd drive. I don't understand why they want to send me the drive rather then fixing it themselves). Now they are blaming me that I did not follow it up and the it is out of warrenty. Can you belive that crap?
I don't like this compaq crap anymore.
I wish I never had bought this laptop at first place. Hope some responsible person from compaq will read this and rectify their problem. Those Indian are dumb asses. Do not know a thing. And they are so slow.
One more thing. Most of the times I called, their system was down. All BS.
- #2 Kristina Torrez on 12.07.2005 at 3:27 PM
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I purchased a compaq computer and was put on hold and hung up on several times by their support team...after paying a considerable amount for my computer they said the problem I am having is not under warranty and I would have to purchase a recovery CD for $23.00. This is straight out wrong...A warranty should be a warranty. I never had this problem with emachines. To hang up on customers that have been waiting is wrong too and when I finally got assistance I could not understand the clerk and she had to repeat everything....I will NEVER buy another compaq again!