support

Dear HP, We Have Friends and Family

This is my first post about business.  I chose this topic because it is a case where a business that could be exceptional is dropping the ball.

I currently own an HP Elitebook 8440p.  This is an amazing little business machine.  When my old HP failed, I was going to choose as different brand.  However, I often work contracts with large companies that use things like smart-cards for security and this machine was the best deal I could find on a machine with a built-in reader.

Buying an Elitebook class machine, kicks me out of HP’s consumer support division and into business support.  It has given me a fascinating view into a company that understands support, almost.  It is HP’s paradoxical business vs consumer support that has prompted the writing of this post.

My previous HP was a TX1419nr, Best Buy consumer model.  Because of a recent lawsuit with HP and Nvidia I expect it to be replaced because it died early do to a hot running graphic chip that slowly weaken the electrical connections and can cause a specific set of failures.  Mine failed the first time out of warranty.  I got it fixed and then it failed when I was on a key deadline.    BUT, it is not a bad support experience with that machine that leads me to question if HP understands that business people don’t live in the office. Continue reading