Why I will never buy a HP computer… and the reason they are firing 27k people
Update 07 03, what I included in their customer service survey
It is very simple:
– The machine is great and for a great price
– Your HP store is highly unusable. Spend 10 minutes in the apple store and learn how it should be done
– Customer service was great, but I am sure it costs more for you to have a human being taking calls
– Delivery time not too good, not delayed but too slow
– Sell worldwide, not only US. There is more than just US
Update 07/01/2012: I was able to buy it by talking to customer service. The laptop is really nice, especially for the price. Shipping time was about 3 weeks so that was not too good. Also, had to “format c:” and do a clean install of Windows as it simply just has way too many programs installed, most of them garbage. However, my initial impression still stands. Their shopping.hp.com site is just way too complicated and in general not a nice experience.
I am not going to get into too many details or financial discussions. It is not needed. If you just go to shopping.hp.com you will understand in less than 2 seconds why HP is such a bad company and is getting even worse:
– I tried to buy one of their computers, which seem to good to be true to be honest, a nice Pavilion
– But their whole site is CLOSE to unusable. A very dumb group of people (who individually I am pretty sure are very smart) designed this site to be just confusing and impossible to find what you want. You need to memorize the names of the processors or NVidia thingies to know what you want.
– There are way too many options, that really confuses the whole thing a lot more
– Customization steps are sort of decent, but again not for regular human beings. Only for geeks. “Should I buy a 32 GB ssd ram mega gigabyte or not?….”
– Then I try to buy. I reckon I am not in the US, but I tried to buy with both my us paypal account and bank of america card. Both rejected, and then they tell me “you can buy from other retailers”. Yes, I am going with Dell!
Usability gets a -100000. Steve Krug (author of don’t make me think would probably shed a tear if he went into this site)
It was a nice equipment though… it is a shame. If they made a bit of an effort, with the nice specs of those machines they would be able to sell a bit more.
So yes, the second part of my title basically means “if they did things right instead of everything so complex and confusing, they would thrive and grow but when you see an organization that can’t do things easy for their customer, they are bound to run into problems”