HP Makes Online Tech Support Easy
PALO ALTO, Calif., Mar 30, 2006, HP today announced enhancements to its online support that provide quick and easy access for millions of consumers who turn to the Internet for technical help.
The first is HP Update, a tool that automatically updates software to avoid issues with out-of-date drivers or firmware. Each month, 8 million customers use the current version of HP Update. The next version, expected to be available later this year, will refresh technical support content such as user guides and troubleshooting tips. HP Update also checks for updates specific to a customer’s product including software, drivers, applications, firmware/BIOS, tools and utilities.
The second enhancement is the HP Technology Center, a centralized website dedicated to the top issues PC customers face. The Technology Center is broken into four key problem areas, as identified by call center agents, support websites and customer surveys: Wireless Networking, PC Security, Battery Health and PC Tune Up. Customers can read through troubleshooting tips, play demos or attend free online classes available to anyone with Internet access.
The HP Automatic Product Detection Tool, the third enhancement, identifies a customer’s specific product model to get relevant support information. With one click, the tool identifies the exact product model and provides a direct link to support pages, drivers, content, agent access through chat or email, and other support tools for those products.
In addition to receiving website and online diagnostic support, HP customers can email or chat online with support agents at no charge after their product’s warranty period has ended. An increasingly popular option, online chat interactions with HP support agents have grown 140 percent year over year.
“HP strives to provide the most comprehensive consumer support package in the industry,” said Bob Weis, vice president, Customer Operations – Americas, HP. “From our online support resources to our comprehensive one-year warranty, HP tries to deliver what works best for consumers seeking help.”
Both the HP Technology Center and the HP Automatic Product Detection Tool are now available and can be accessed free of charge in North America. The HP Technology Center is available at www.hp.com/go/techcenter. The Automatic Product Detection Tool is available by clicking on the Support and Drivers Downloads link on www.hp.com.
These online resources are part of HP Total Care, the service and support program that backs HP’s consumer products. HP Total Care delivers 24x7 service, advice, learning and support – in and out of warranty. It was recognized by J.D. Power and Associates for consistently providing “An Outstanding Customer Service Experience.”
HP is a technology solutions provider to consumers, businesses and institutions globally. The company’s offerings span IT infrastructure, global services, business and home computing, and imaging and printing. For the four fiscal quarters ended Jan. 31, 2006, HP revenue totaled $87.9 billion. More information about HP (NYSE, Nasdaq: HPQ) is available at http://www.hp.com.
J.D. Power and Associates Certified Technology and Support ProgramSM, developed in conjunction with the Service & Support Professionals Association (SSPA). For more information, visit www.jdpower.com or www.thesspa.com.
This news release contains forward-looking statements that involve risks and uncertainties, as well as assumptions that, if they ever materialize or prove incorrect, could cause the results of HP and its consolidated subsidiaries to differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including the expected development, performance or rankings of products or services; statements of expectation or belief; and any statement of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include the development, performance and market acceptance of products and services and other risks that are described from time to time in HP’s Securities and Exchange Commission reports, including but not limited to HP’s Annual Report on Form 10-K for the fiscal year ended Oct. 31, 2005 and other reports filed after such report. HP assumes no obligation and does not intend to update these forward-looking statements.
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