|HP Tech Support Results
|Average Call Length||26 minutes|
|Phone Grade 2012||B+|
|Web Grade 2012||B-|
|Overall Grade 2012||B|
|Overall Grade 2011||B|
|Overall Grade 2010||B+|
HP has worked to improve the company’s support since last year, adding a mobile version of its support website, ramping up phone and social support and building a YouTube presence, with more than 1,725 videos in 19 languages.
Our HP-specific question was about optimizing the Envy 6’s Beats Audio for movie playback, in addition to our questions about improving battery life and enabling three-finger swipes on the touchpad.
There are three main categories for online support: Drives and Software; Product Support and Troubleshooting; and Support Communities. When we entered Envy 6 into the Product Support and Troubleshooting section, 10 Envy Sleekbook 6 models appeared as possible options.
When we found the model-specific page, it displayed a plethora of information, including links to manuals, how-to guides, software and driver downloads and getting started guides. We easily found information related to the trackpad and battery in the Solve A Problem section, but we never found any information about the best audio settings for movies.
We asked HP’s live chat support about optimizing audio playback for movies. In less than a minute, Aditya confirmed our device information and put us on hold for 6 minutes. When he returned, he asked us to open the Beats Audio software and sent us a link to Beats Audio Control Panel information. The images in the manual were different than our control panel, but Aditya correctly recommended we use either the voice- or music-optimized preset settings to adjust as needed for each movie. We chatted for a whopping 45 minutes.
We submitted our three-finger touchpad question to HP via email and received a helpful response a few hours later with a link to a document explaining three-finger swiping.
HP has many Twitter accounts. You want @HPSupport, which is run by a team of four “social media experts” instead of the single “social media ambassador” from last year. We received a response 4.5 hours later that linked us to the relevant page number in the manual.
There is a single Facebook page for HP, a big improvement over the pages of last year. Users can submit questions to the Support Forum directly through the Facebook page. We asked about enabling three-finger swiping, and received a helpful response — 33 hours later.
HP has two Tech Support numbers, one for Home & Home Office and one for Business use. Our late-night phone call was answered by Sherif after a 2 minute and 30 second wait. We gave our serial number and asked about enabling three-finger swiping. After a few minutes on hold, Desmond from the HP Concierge Support answered our call. He explained how to open the Synaptics Clickpad app, where there was a full explanation of all the multifinger gestures. In total, the call took 14 minutes.
Tom answered our 11 a.m. EST call from somewhere in the central United States after 5.5 minutes on hold. He collected our product and serial numbers before asking us about our issue. We asked for advice on extending our battery’s endurance, and were given a thorough explanation of battery-life killers, reviewing screen brightness, keyboard backlighting, Wi-Fi and USB peripherals. Tom then walked us through the HP Support Assistant application, where we were encouraged to perform a BIOS update.
Tom then explained extended warranty options and pricing, but didn’t pressure us when we said we weren’t interested at the moment. The phone call lasted a lengthy 40 minutes. We subsequently received two follow-up emails. The second email arrived 3 hours later, which included clarification about the Envy’s battery warranty coverage.
Our last call to HP support was at 2 p.m., and Robert answered our call within 4 minutes. We asked about optimizing audio for movie playback. After taking our product and serial number, we were placed on a 5-minute hold. When he returned, Robert delivered detailed instructions, allowing us to select preset settings for audio playback, including music, voice and 3D movies. The call lasted 25 minutes.
HP has definitely expanded its customer service, boosting the company’s presence on channels such as Facebook, Twitter and YouTube.
The education surrounding the customer experience shows HP’s dedication not just to helping customers solve problems, but preventing them from occurring in the first place. Many customers, however, rely on the call centers for issue resolution, and we always got our questions answered.