INTELLIGENT WORK FORUMS
FOR COMPUTER PROFESSIONALS

Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Jobs

Frustrated with the HDS Support Portal?

Frustrated with the HDS Support Portal?

(OP)
As an HDS customer I have had enough of the customer facing HDS Support Portal. What about you?

It's broken - slow, unreliable and very hard to find anything.

I have provided plenty of feedback to my local HDS team, even to the point of logging into competitors support sites and showing them what a real Support Portal is, all to no avail. I think the feedback was well received but nothing was coming back beyond weak promises of it will get better just wait. That was a year ago. mad      
 
When I saw Michael Hay's recent blog post on Hitachi Quality (http://blogs.hds.com/michael/2010/02/the-quality-of-a-strawberry.html) I had to comment and then rant to see if I could get a response. To my complete surprise I got a response and my final rant of frustration below was actually allowed through moderation - though currently without a response from HDS.

"HDS has some good technology but sometimes I think customers buy your products in spite of the marketing. While HDS has lifted its marketing game recently the company doesn't really seem to know how to interact or engage with its customers let alone potential new ones.
Where are the HDS engineers and implementers blogs that give insight into your work and that of your partners? Where is the twitter presence beyond just an RSS feed? Where is the visible and proactive HDS presence in your own Forums?
One area which really lets you down is the post-sales online experience. While it appears that internally you have some great resources available when was the last time you logged into the customer support portal? Yes you have made some improvements recently but compared to your competitors it is still years behind the game. Where are the customer friendly Engineering Change Notices? Where are the organised and maintained technology sections? – no search is not the answer to everything. Why is it so slow and unreliable?
The support portal experience as a customer is not one designed to empower or educate but comes across as a disorganised paternalistic after thought."


So if you are as frustrated and annoyed at the poor state of the HDS Support Portal as I am then please join in and add your comments. They might respond, who knows, but without customers telling them openly why would they change.

http://blogs.hds.com/michael/2010/02/the-quality-of-a-strawberry.html#label    
 

Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members!

Resources

Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close