HP Excellence Awards and General Industry “kudos”!

[LoisT]

 

We have been listening to you, our valued customers, and in our efforts to better meet your needs, we have been rewarded with industry recognition!   We were thrilled to learn that HP received a Fall 2009 STAR Award for Service Excellence from the Technology Services Industry Association.  HP received the award in Innovative Support for its continued innovation in technology, process and staff dedicated to delivering great customer support. HP was presented three awards at the recent Technology Services World conference in Las Vegas.

The STAR Awards are recognized throughout the industry as one of the highest honors for service and support organizations.

HP has been working hard in the past year to connect with our customers in new ways through avenues including right here on the consumer support forums, our online classes offered at no charge, a dedicated support video channel, the PC Tune-up Center and newly designed HP Customer Care site.  Just last week, HP announced a range of dedicated Windows 7 support options to help consumers specifically with the transition. HP is truly honored to receive this award, one of the highest honors for service and support organizations.   

We consider ourselves fortunate to have our support forums as a place to continually interact with and gain insights from you, our most valued customers.

This award comes on the heels of other honors and awards HP has received this year recognizing superior customer support. HP recently HP recaptured the Reader's Choice Award in the printing category of the PC Magazine Reader Satisfaction Survey with a three-way tie between HP, Canon and Brother. In all areas of the printer category, HP scored better than average or significantly better than average including a score of 8.0 in reliability. Also, in April, HP was named one of Business Week's Customer Service Champions, coming in at #8, one of only two consumer electronics companies on the list, with high marks in "Quality of Staff" and "Efficiency of Service."

Message Edited by LoisT on 11-12-2009 03:22 PM

[Trillium]

I am one of hundreds of customers who have weathered your awful customer service, tech service, with my lemon e9180t that was sold to me on 10-4-09 when the issues were well known by your company. This so called award is given by a tech association who promotes it's members. In fact you are one of their "partners". You have an HP employee listed as on their advisory board. Your posting gives the impression that some sort consumer reports type of organization gave you this award based on your actualy performance. If you look on the forums you will see over 4,000 postings this year on bad issues related to all the bad motherboards you sold for the 91XX and some 92XX series. I noticed not many responded to your post since they were so very busy complaining about the fact HP had such a coverup about these boards. Look under Lockups and Freezes and Hangs to get a real time third part assessment of how well HP is doing with customer service this award is a sham.

[LoisT]

We were honored to receive The STAR award and to be recognized by our peers within the industry.  HP is indeed an active member of the TSIA and have been for a number of years.  We strongly believe in sharing and learning industry best practices from other technology service providers. 

The STAR award was given to HP for new innovations in support, such as this forum, to give customers like yourself a voice and help us improve the support experience.  Innovation in support process and support staff development were also criteria we were judged on.  I can assure you the submission process is lengthy and the award judged fairly by a broad council of representatives from within the industry, we sincerely consider it an honor.