I generally approach dealing with customer support centres with all of the same enthusiasm as going to the dentist. It isn’t going to get any better by putting it off, so take a deep breath and get on with it.
I had an especially pleasant experience with HP over the weekend.
The battery in one of our computers was indicating that it was “plugged in, not charging”. Not a good thing for a portable device.
The battery check software tool showed a failure and added “This may be covered by your warranty.”
It took just 15 seconds on HP’s on-line chat service to be connected with an agent and in less than 10 minutes, we were setting up arrangements for a replacement part to be delivered later this week.
I know that this is the way warranty service is supposed to work – it’s just nice to see when it actually does.
We have a session at The 2010 Canadian Telecom Summit looking at Billing and Customer Information Systems: Increasing loyalty and revenues. Have you registered yet?