Why are HP agents so off-putting??

I recently bought an HP DV5z and I like the laptop but I have a question for all HP fans out there. Why are the phone agents at HP so off-putting?

Before I bought the laptop I called in to ask a couple specific questions. It wasn't a long conversation but when it became apparent that I wasn't going to purchase right away I was told (not unpleasantly but straight forward) not to call in again as it "hurts their numbers". Evidently just calling for information isn't allowed. It nearly made me stop from purchasing the laptop as it gave the impression HP is only interested in making a dollar, not helping customers.

Tonight, I was trying to log into my account but it wouldn't accept my email for some reason. A phone number is listed on the screen that can be called for assistance. I told the person who answered that I was having log-in difficulties and immediately he wanted to make a sale. The guy was pretty persistent and frankly condescending. I asked about log-in help (which is why I called the number provided). Again I was told phone calls like mine "hurt their numbers".

Frankly, while I realize HP wants to make sales, as a customer I find this quite offensive. If HP doesn't want people calling that number when they have log-in difficulties, then don't put in on the screen for people to call. Also, the comments and attitude by the agents don't make HP sound like it's customer oriented at all. I have to admit, although I like the DV5z laptop, I really am getting a poor opinion of HP as a company. Not a good way to try to build new customer loyalty...

Just needed to vent...

 

Having worked in a call center to make a few extra bucks on the side, i've found that companies can put a lot of pressure on their front-line personnel to make sales. There are so many statistics that companies judge call takers by that it can quickly become overwhelming to try and meet all of the requirements. In this case it sounds like HP sales staff have to make a certain percentage of sales every month vs. how many calls they take just to keep their jobs.

HP does want you to call the number. They want you to call the number so that their overburdened sales staff can try and talk you into buying something. It's really a case of the company being putting all of it's pressures on the schlub making under 10 bucks an hour.

That said HP has ALWAYS had a really bad rep as far as these kinds of issues go. They don't make their money on each computer sold but rather selling a lot of computers. In the PC market when the competition huge, it's all about moving as many units as possible.

If it helps any I've read the apple forums in the past and while they are better, it's not by much. The difference isn't even as big as say Walmart and Target. You walk into a walmart and you're almost guaranteed to get treated like Dirt. You walk into a Target and they're mostly as nice as can be.

 

The only advice I can give the OP is complain straight to the people who make the sales policies; ask to speak to a manager.

 

Thanks for the perspective. It is indeed obvious that these phone agents are under the gun to get sales, sales, sales at all costs.

I have dealt with Dell for years and I've never experienced this type of attitude. Yes, they too want to make a sale and will persistently try to talk you into something, but I haven't experienced the type of dismissive attitude seen with the HP guys. It really turns me off...

I tell you, it's making me think twice about ever buying an HP again..

 

Say just that to the manager and you will really have his attention.

 

Bog, that's a good idea. I'd like to at least tell someone at HP how I feel about the customer attitude and agent comments. After all, I'm a teacher and someone who is likely to be a repeat customer if I have a good experience with the company.

 

^^ By all means, do that. I've dealt with a lot of manufacturers simply by telling what they're doing poorly, and you'll know right away whether you'll want to deal with this company again.

A good company will respond to reasonable complaints.

 

I am sure the line is recorded so supervisors can listen in to observe their sales technique. As others have said, these reps probably get commission or have quotas so they hurry people who are not gonna buy off the phone. I am sure HP has a strict policy again'st that, and these bad reps should be held accountable. When calling any customer service center, make sure you write down the exact date and time you called, and ask for the reps name first thing when calling. This is good for 2 reasons, because if you have to call back to complain, you have a name to refer to, and also when you ask someone their name, they may think twice about breaking company policy and being rude knowing you know their name.

I have had some experience dealing with Dell reps and find that while they are considerate enough, they are always in India, hard to understand, and know even less then I do about the company and computers.

 

Yes, I have had the experience with Dell people knowing less than I do as well. That makes any technical phone calls frustrating to say the least...

I think that they have improved lately in my opinion..probably all the negative complaints they were getting. They seem to be bending backward to be accomodating or maybe that's just the people I have been in contact with..

Good observation on the phone calls...I can't imagine that HP would think it's OK for them to tell customers not to "hurt their numbers.."

 

dell support's said to be the best while hp's way down the bottom...well but i still cant believe that they'd say things like hurt their numbers when they get your call, mean if im the supervisor who will be listening to these recorded phone calls,i'l fire the guy right away...

but i just cant help loving their laptops.....

 

I find that calling is in very ineffective where HP is concerned but very effective where Dell is concerned.

With Hp I prefer to use the messenger system to talk to customer care agents. Its so much better.

 

That's weird.

Usually HP tries to make you feel confident in purchasing their products. When I call in, they are usually very polite and are willing to answer all of my questions.

 

The ironic thing is, if you want REALLY bad attitude, try dealing with their case managers AFTER you have made the purchase and need support. At that point they take you for a chump for having bought HP, and treat you like absolute dirt. The only way around it: Don't buy HP.

 

Bog, you nailed it! But the problem is that HP is no longer a good company. Maybe 5-6 years ago. Certainly not now.

 

YOU ARE SO BIAS!

You must do something to **** them off. Every case manager I have contacted has been nice and more than willing to help. They even offer me free things for my complications.

 

Firstly, I am by no means siding with HP support. I've had more than my share of woes with them as of late.

In response to 7miles comment, what it comes down to for the support agents (sales/tech support) is their stats, or often called "metrics." These performance metrics are usually major categories by which their job performance is measured. For instance, if you call back and speak with someone else within a certain amount of time, you likely hurt the first agent's resolve ratio metrics; if you spend a long time on the phone with the agent then your hurt their minutes per call metrics; and so forth.

A manager you speak with is a "people manager;" they are not technical. However, they do have more authority to authorize things the support agent cannot authorize. These managers look at reports of the support agent's performance metrics, and those agents with bad numbers (poor metrics) get told by their managers that their numbers are low and they had better get their numbers up. Usually, sales departments have tougher numbers/metrics to uphold than tech support.

Again, not siding with HP at all, nor with any support agent who is rude or off-putting. I'm simply trying to explain the *why* behind that agent's comments. Call center workers do a tough, and usually thankless job. Any agent worth their salt shouldn't have a problem taking time with any given customer--because if they're good at their job, then any given customer requiring extra time isn't going to hurt their numbers overall that much anyway.