Path: utzoo!attcan!utgpu!jarvis.csri.toronto.edu!cs.utexas.edu!usc!apple!motcsd!hpda!hpcuhc!hpspcoi!dlow
From: dlow@hpspcoi.HP.COM (Danny Low)
Newsgroups: comp.sys.hp
Subject: Re: HP Customer Support...
Message-ID: <1270007@hpspcoi.HP.COM>
Date: 30 Nov 89 17:26:57 GMT
References: <203@limbo.Intuitive.Com>
Organization: HP Lovecraft Division
Lines: 20

>You comment that "the quality of support is related to the price you pay".

I think this refers to the fact that an HP entity that buys a support
contract from another HP entity only pays cost and pays it with
accounting money. An outside customer pays "retail" with real money.
Guess who has the higher priority on scarce SE time.

>Similar to almost all other computer companies nowadays, HP has a thriving
>internal conferencing system where people from just about any area of the
>firm can post requests, simple, silly, or quite complex, and get speedy
>responses from some of the best technical people in the company.  

This method is used because HP has no formal support method for internal
HP users. The only formal method is to pretend to be an outsider and
buy a support contract but that runs into the above problem.

			   Danny Low
    "Question Authority and the Authorities will question You"
	   Valley of Hearts Delight, Silicon Valley
     HP SPCD   dlow%hpspcoi@hplabs.hp.com   ...!hplabs!hpspcoi!dlow