May 2022
I own a new HP desktop computer. I also own an HP Envy printer. I had to scan a very important document to sign and send to a major museum. My printer can scan, only it can't. It used to scan, now it doesn't. The error message says that I now need HP scanning software in order to scan. I could not find any info online re downloading the HP scanning software and installing it. I phoned HP and got the robot answering device. It asked for the serial number of the printer. I spoke it aloud, with slow clear diction and the bot got it wrong 3 times! Finally I spoke to a human tech support person. They looked up my printer and said it was out of warranty. I asked them why did HP sell a printer that scans but now needs a software app to scan? He gave me a bullshit answer.
He then informed me that since the printer was out of warranty it would cost me $20 to speak to HP tech support. He said he would ask his supervisor if they could wave the fee and fix my printer to scan. I said, "Tell your supervisor that I just bought a new HP desktop." I waited on hold. He came back on the line and told me that unfortunately, they couldn't help for free. Huh. I asked him. "Is the printer software available for download online and did it cost money or was it free?" He said, "It's free. " Then he added, "But HP has to do the installation." I responded, "Oh, and that will cost me $20. Why did I buy a HP printer that was advertised as being able to scan if it won't scan?" He didn't answer. I said, "OK, that being the case, tell your supervisor that I will never buy another HP product. Goodbye." I hung up. I wasted an hour and now have to send the important document via snail mail.
Yes, I hate technology. It is way too complicated for a normal non-technical user AND often doesn't work right. And the manufacturers all too often don't fix it and don't give a shit.
I do not like the
new “customer service” concepts employed by many corporations. They make it
difficult/impossible for the paying customer to access human support, use
bots that may or may not address the customer’s support issue, and rely on
non-human technology to address and solve paying customer’s problems. It all
too often it does not work and mainly serves to frustrate and alienate the
customer. This erecting walls
and/or “freezing out, or making it impossibly difficult for paying
customers to easily and quickly interact with companies and get needed customer
service, is happening everywhere. Welcome to the new economy, the new
technology, the new customer service. It sucks.
Yes, I realize that there is a labor shortage (and a supply chain shortage) but time is money. And frustration is running high. For both companies and paying customers. And reducing or eliminating needed/critical customer service and human interaction is not acceptable.
