Dear readers, I’d like to take a moment this week to clarify any issues around technical questions that might be posted as comments on this blog. This is in response to a mention in NETWORKWORLD that refers to my blog. While they list hp blogs as “Cream of the Crop”, this article included the following quote:
“Some companies aren't as comfortable responding to customer complaints in a blog. HP LaserJet blogger Vince Ferraro answered numerous questions in July about printing problems that occurred when HP equipment was used on Microsoft Windows Vista. His blog posting, however, spurred HP to change its policy about responding to comments about product problems. The blogger now is prohibited from responding directly to comments that can be handled by customer service.”
Well, first I just want you to know that I did not get the corporate paddle to my backside. All is well in hp's blogosphere. I think there is a genuine concern that executive blogs don't turn into product support blogs and I agree with that approach. I have responded directly to many of the technical questions on my blog. I think it is important to provide responses to specific issues and these responses tended to be to those questions that a number of customers seemed to have in common. For instance, in realizing that many people were going to experience problems when trying to print from the Microsoft Vista operating system, I posted the following series:
- Universal Adoption of Vista and Office 2007
- New HP Universal Print Driver solves Vista Printing Problems for LaserJets
- Laser Printing Problems using Microsoft Windows Vista
- Microsoft Vista Printing Problems and the new HP UPD 4.0 Solution
- One More Time: Vista Imaging & Printing Help
Soon after the 4th posting in this series, hp published an HP Blogging Code of Conduct, which included the following statement, “Because our blogs focus on material of general interest to all our readers, we ask that you direct customer support inquiries through our traditional customer service channels or use our IT resource center forums. Using these channels will allow you to get your issues to experienced HP support representatives in a timely manner“. This was not to say that you couldn’t register comments to hp blogs (and that I couldn't respond), but rather, that you would probably be better served by directly accessing the support resources designed to answer your questions.
This is especially true as about half of the technical questions entered as comments to my blog have been on devices other than LaserJets. While I’ve captured all of your technical comments and forwarded them to technical folks, over half of all these comments didn’t enter valid email addresses. Going forward, please feel free to leave comments on whatever you like, including technical questions, and I’ll make sure they are treated appropriately. However, you’ll probably get the most immediate responses to your support questions by going directly to customer service or IT forums.
Moving forward, I will selectively respond to broad class questions/issues with LaserJet printers, if I think the information will help you and improve your satisfaction with our products in a timely way.
Posted
10-17-2007 12:33 PM
by
Anonymous