In my previous post, I asked HP to make me a believer again, after I had a tech support incident that never ended. Low and behold, Engelina Jaspers, HP's VP for Corporate Marketing responded to me via e-mail yesterday.
I must say I'm impressed by the quality of her response. She sincerely apologized for what I'd endured, and has vowed to keep an open door in case I face future issues. What I'm most happy about is she's going to forward it around to some crucial people in HP. I'm sure there are people at different stages of HP's value chain who will appreciate seeing the experience... and may not even have known it was possible.
Without further ado, here's Engelina's e-mail to me, reprinted by permission:
It's Monday morning, July 9, and I just returned to my office after a week's vacation to find a certified letter detailing the experience you've had with your HP notebook. Oh dear. Not the kind of experience HP wants for its customers. I am truly sorry that we let you down, Kyle, and put you through this ordeal and frustration. From your June 28 blog post it looks like you are now back up and running - is that correct? Please let me know if that is not the case, okay?
I really appreciate your bringing this customer "experience" to my attention as it gives us a real pulse on links that need attention in our service experience (I'm forwarding your blogs on to several people internally). I'm glad you left the window open asking us to "make me a believer again." I would like nothing better. Please know that you have a direct line to me if ever you run into frustration with HP moving forward.
HP Corporate Marketing, Americas Region
That's an example of how to apologize and build a bridge.