My wife got a new laptop and that got her a great discount on a new printer. So we bought her one of the latest and greatest HP PhotoSmart printers and she loves it. I took the "old" (barely 1 year old!) to the office to help out on some print jobs. Somehow on the trip downtown, it stopped working, so I tried to download new drivers and software for it.
HP makes it really fast and easy to find the exact driver that you need. But to my puzzlement and confusion, the file that I needed would not download. I tried different methods, different browsers and different login locations. But I could not download the file. When I tried it with my FTP client, it looked like it was a 0mb file. So I reached out to HP's Customer Support team using their online chat client. I reached someone very quickly, but they were completely clueless, finally telling me that a printer that I had bought at an Apple store was only for Windows.
I hung up in total frustration (Adios, Matthew!). Sometime the next day, I had calmed down and decided to take another run at the problem. Again, I tried to solve it myself, but when I got the same result, I went back into their chat system. (I was going to try to use their email support system, but you are required to supply a serial number and I didn't have that.) Again, I met one of the poorest support people ever. I have been using computers (and specifically Macs) since 1985. That is 22 YEARS! I have made most of the mistakes that can be made, but I have also learned more than just the basics about how these machines work. So I thought that I was giving a pretty clear, simple explanation of the problem. All I wanted "Irma" to do was to email me a copy of the file since there was a pretty good chance that there was a problem with the one on the FTP site.
She had no idea what I was talking about. Finally, she said that I had to enter an entirely different support system. I was about to go crazy. I hung up and decided to try again later. Finally today, I thought let's see if the phone dudes are any more knowledgeable. Miraculously, I got through to someone in less than a minute. (Major Kudos to HP for getting that part of the process figured out!) But Jordan was as quick as the rest to try to send me off to some other place to get help. Before he could close the call, I begged with him to try to download the file that I was after.
What do you know?!?!? It wouldn't work for him either! Hey! I knew what I was talking about! I asked him to file an internal ticket to check it out and I would try again tomorrow. Who knows, it just might work.
If we (EZ Paint Tools) EVER, EVER, EVER treat one of you like that. Please contact me directly! Customers are precious. We love you and we will do all we can to help you to have a great experience with our products.