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This time I post exceptionally in english, because I learned of a service problem from Hewlett Pack, France. It is a good example of missing communcation structure and service orientation of an big entprise. So here you find the original text of the email sent to HP USA.

Dear Sirs,

I’m adressing this email to you because I am really disapointed about the reaction of HP France. So I explain the matter of facts in this email to you.

On January 22, 2009 I bought the product “HP OfficeJet J 4580″ at Auchan St. Sebastien, Nantes, France. I took decision for this product on base of two reasons. On the on hand I thought HP is an enterprise with excellent products and services. On the other hand you proposed a promotion under the slogan “Prolongate your Chistmas”. With this promotion you promised a payback of EUR 20,- on buying a new HP printer.
Before buying I ensured myself at the sales clerk that the OfficeJet J 4580 takes part of the promotion. After entering the necessary data for requiring the EUR 20,- I was informed bny your webService that my purchased product is excluded from “Prolongate your Christmas”. Because of the information I got from the sales clerk I adressed my compliance to the headquarters of HP France. I wrote a classic letter and furthermore an email to your branche in France. I was really surpised that I received up to date not an answer from your enterprise. In fact it can be said, I’m completly ignored from your service departement.
So, I can only express my frustration that the service you promise does not exist. So I reach to the conclusion, that first of all your promotion was not true. Furthermore I have the dim feeling, that your enterprise is not interessted in longterm customer realtionships. And the client is only good for buying products, but any further contact is unexpected.
Fo me it is clear that I can not advise your products in my circle of friends and that I am not willing to buy another product of your enterprise.

In matter of fact you will find this email in the blog of my son-in-law under the address http://www.guru-20.info/2009/04/29/off-topic-service-by-hp-in-france/

Yours

Michel Gautier