HP Customer Survey's are Bunk

I thought this was pretty funny. I hope HP management does not take the customer service survey's seriously at all because the phone reps are disconnecting people they think will give bad answers.

So I called cus. service to get help with a problem and the rep asks at the start of the call if I want to participate in their survey. The call goes poorly and he ends the call as I wait for the survey to begin. It doesn't --so I go hello? And the dude is still there. I'm like. I want to take my customer service survey.

He goes "Oh yeah..hold on". Beep. Beep. Beep. And then it sends me to some line that asks for a 6 digit number. then click.

The reps know when the customer is unhappy so they self select those customers out.

This is why HP has such bad customer service and they can't improve. The reps are smarter than their managers.

 

That's pretty shiesty.

 

Doesn't surprise me. I think the only thing you can do is make sure you get the service rep's name during the call, and then report him. It won't make much difference, but at least the HP powers-that-be will become aware that the reps are doing this.

 

Not that I'd be surprised if this were the case, but I've actually never been transferred to the survey, even though I agree every time to take it. For whatever reason it just hangs up on me, and in every case I had a good experience and the rep knew it.

Could be some issue with their survey thingy. Really, a properly designed survey mechanism wouldn't allow the rep to decide whether you get it or not (or even be aware if you are) but have you decide at the beginning of the call and automatically send you there.

 

Isn't there some kind of company in the USA that tests the quality and services which certain bussinesses offer? Here in Belgium we have a company called 'testaankoop' which buys and tests products, which ocasionaly results in its surveys being posted in the newspapers to warn consumers.
My point is, if such a company exists in the USA (or elsewhere) wouldn't that be the place to file a complaint? If they start their own research and publish the survey, I bet it will have an impact once companies see their purchases decline due to more aware customers.