HP Technical Support

Whilst on a client site on Monday, I plugged my new HP laptop in to carry out some checks and found that some of the smoke that makes it work escaped.

Not a major problem thinks I, I'll log it with their technical support when I get back to my office...

The error report was raised fairly easily, usual sort of stuff...purchase date, serial number etc. I then sat back to await their response.

Within an hour an email had arrived advising me to fill out a questionaire (serial number, date of purchase etc). All of these details were conveniently attached to the bottom of their email. This was filled out and sent back.

Approximately two hours later a subsequent email was received advising me that they needed to escalate my call and could I provide some details (serial number, date of purchase etc). Is this starting to get familiar?

I finally received a phone call from them advising that a courier would collect my laptop for repair today.

I'm not sure about you, but I would have expected a company like Hewlett Packard to have a more joined-up support system.