HP deserves credit for good recourse. I have been a fanatic about good recourse for thirty years. We cover recourse extensively in Chapter 10 of Marketing Without Advertising.
I found that my old HP scanner (4470), five years old, didn't work on my new Mac OS 10 system. I checked the website which says there is no upgrade and there never will be. I emailed HP. A machine emailed back saying I would get a phone call.
HP phoned and Jason told me they were sending a new model scanner (rebuilt 4670) with warranty and asked me to send the old one back.
I was not just happy with the recourse, I was exstatic that the replacement machine was a beautiful innovative design.(On the right)
The rule of thumb is that an angry customer tells ten people and a happy customer tells three. I hope this blog changes that ratio. "HP, you deserve a medal for first rate recourse."
(Michael)
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