Don’t you just love it when your technology gadget quits functioning and went you get to technical support they tell you it is a known issue. I guess that is intended to assure you that they know their product routinely breaks in that way and they can probably fix it.
But here is a different spin on known issues.
Marianne Richmond raise the issue in her blog yesterday – HP:Customer Experience Disconnect.
The gist is this, HP executives are very vocal about their commitment to customer centricity and recognize the importance of customer service. Based on this rhetoric, she chose an HP laptop for her son. The remainder of the blog spells out her customer service nightmare surrounding a know issue. The blog is very well written and worth reading.
The new twist on known issues is this, companies like HP know there is a disconnect between what upper management espouses as strategy and what people in their trenches do to measure up to cost-efficiency directives.
I know it is a challenge for large enterprises like HP to make the customer centricity shift through out their company. But, before they get on the publicity seeking campaign trail, they should review and align their procedures.