Low-end maintenance covers HP products such as personal computers, printers, scanners, etc. Some of the reasons for the dissatisfaction may be due to 3 rd party support that HP is using to maintain much of this type of hardware. Well MPE users rate Response Center Engineers higher than either of their HP NetServer and HP-UX counterparts. In fact, HP continues to rate high with all of their hardware and software support services. Forty percent of questions being asked on this web based on-line support tool are being answered without having to call an HP Certified Engineer on the phone.
Ratings are very similar for users in the Americas and in Europe.
HP-UX users continue to be more satisfied with the ESC than do MPE users. However, according to respondents, problems still exist with availability and speed. The answer, according to customers from all over the world, can be found in the same places it has been found for years - in HP s administrative infrastructure. The same issues that bothered users in 1998 continue to bother them in 1999. HP has promised for years that improvement was imminent.