Quality of service does deteriorate...

It is true that at times the service quality at authorized service centers (ASCs) deteriorates. However, at HP, we have a begun a support center for software. We monitor what has gone wrong and try to solve the issues immediately, thereby enhancing services. One must realize that support percentage for customers in HP is quite high at 80%, but still if the problem persists, we try to sort it out as soon as possible. 

Monitoring of service quality is present... 



The support center at HP is not outsourced, since we are into software solutions. To monitor the quality of services provided by partners we have a channel manager, who looks after the services that are provided by the service partners. If anything is found lacking or missing, then we cancel the certificates that we issue them.

Fixing problems can take time...



It is true that ASCs take a long time to fix hardware problems. 

But in the software segment, the implementation process may take even longer time. We need to ensure that we give customers whatever they need in a stipulated time. If there is some problem which partners cannot handle in the scheduled time, then HP helps them to solve it. 

Customer satisfaction is taken care of...



When customers buy HP products, they sign an agreement, which states that if any partner is unable to satisfy their request, then the customer can directly call up the principal company and lodge the problem. We will always go out of our way to cater to customer needs. But since it is the ASC who will actually help customers, we ensure that they have adequate facilities to satisfy customers.

Unqualified personnel do take calls at times...



It might be true that the person who picks up the phone primarily may not be technically equipped to handle service calls. For instance, at our Bangalore office, the person who picks up the phone is not technically sound. So the call gets transferred to our Singapore office where our technical engineers cater to the customers’ needs. It does happen that the customer may have to wait for long to talk to a technical person. We have realized the drawback here, and therefore plan to induct a new technical head at

Bangalore. Now all calls can be routed to this person, who will be able to directly answer customer queries.

Partners can complain about poor service...



HP has a mechanism for SIs and resellers to report their grievances related to service or the lack of it. We have a post-sales support program where the complain is termed as reactive and proactive. In the reactive mode, customers can get in touch with us if they are not satisfied. The proactive one is still in a nascent stage in India.