Compaq Support Problems - revisited
> Hey guys,
>
> I am just a rank and file Compaq staff member, one who joined the company
> not so long ago and remembers very vividly the frustrations and concerns
> that I had with the organisation from 'the outside'. I'm reading the last
> few posts and feeling very unhappy that anyone can be thinking this badly
> about us. I didn't catch the posts where you describe the problems that
> have left you feeling this way but I couldn't let them pass without
> recognising your concerns and providing the following comments.
>
> There is a serious internal push for improvement in all areas where Compaq
> deal with their customers. I don't mean just in the selling phase, which
> all too often gets the focus for projects such as this. I mean in all
> aspects of the face we present to the outside world - including but not
> limited to support, information, development directions and internet
> experience (read - buzzword for the Compaq website). Our management are
> listening, but they need you to tell them in clear, well defined and
> (where possible) un-emotive terms what's wrong, and how you think it can
> be fixed. Offering a solution isn't required, by the way, but you all know
> what you'd like to see, so why not pass that on as well ?
>
> We don't have a formal method for passing up comments that are seen here,
> but I've previously forwarded a few of your messages on to the improvement
> project I mentioned earlier with a 'what's wrong here, and how can we fix
> this ?' message appended. They responded immediately and with a
> seriousness to addressing the issue that I found very comforting. Please
> be assured that the push for improvement is being driven from the very
> highest levels in management and there is a real commitment to addressing
> the myriad of issues we all know are there.
>
> The problem as I see it is that most of your comments never reach the
> people who need to see them. There are formal channels for customer
> satisfaction, but as you stated, this list is a public forum that doesn't
> reach these channels. Complaining to your reseller about issues such as
> the lack of range of software products available or non-existant support
> for popular hardware often has about as much effect as trying to demolish
> a brick wall with a banana. This is not the resellers fault, they can only
> provide the solutions provided to them in turn.
>
> In the interests of improvement, and since I am already involved in
> passing up previous problems that were highlighted in this forum, I'll
> offer for the next few days to pass on mail I receive regarding your
> experiences with Compaq recently and where you think we need to improve.
> The people in this organisation who concentrate on Customer Satisfaction
> and the Improvement Project Team will be more than interested in what you
> have to say. Please don't flood me with hate mail here, but if you want to
> rant, go ahead and do so. Nothing like a good rant to clear the air :) I
> do reserve the right to edit your messages to remove bad language etc
> before I pass them on.
>
> You'd be surprised at just how many Compaq internal support staff do
> monitor this list. The information about the problems you have with
> anything Compaq related are noticed and heeded. Often we (the Compaq list
> members) may agree, although we aren't in any position to do much more
> than shake our heads and help you however we can with the technical side
> of your problems. The technical answers you get from Compaq staff are as
> far as I know all researched and composed in that persons own time.
> Considering the volume of questions answered by a few internal people
> that's a considerable commitment to keeping our admin. community happy !
>
> The people who develop and support Tru64 and the alpha hardware in this
> company know just how good a product (to put it how a salesperson would)
> we have. We want to see it flourish and take over the world :) Help us to
> help our management get it right !
>
> Thanks,
>
> Danielle
>
>
> Danielle Georgette
> Unix Systems Manager
> COMPAQ Technical Services Group
> e-mail: danielle.georgette_at_compaq.com
>
>
Received on Tue Jun 19 2001 - 03:00:23 NZST
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