20110813

Problem ID: 7045886087263335032
Entered by: Ben Simo
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For nearly a week now, I've been trying to download some sales-oriented documents from HP Software. Every time, I get the message dialog above. I've tried multiple browsers. I've tried different times of day. I've tried on different days. Should I do as the dialog says and "please try again" again?  Does trying again change anything? How many times are prospective customers expected to try again?

Not being able to deliver sales literature seems a huge failure for a company in the business of selling process and tools to help others build, test, manage, and monitor software systems.

A few other problems I've noted while attempting to get documents:

  • Users are required to login using an HP Passport account to attempt to download sales literature.
  • In spite of HP having info in an HP Passport account profile, users are required to enter detailed contact information and complete a survey for EACH document requested. 
  • Some info is carried over from the HP Passport account to the document request form while other, such as the mailing address' State, is not.
  • Form data validation errors are not clearly identified -- leaving users to guess as to what must be fixed to submit the form.
It appears that the process for requesting online documents may example how HP treats customers -- forcing them to comply with software systems rather than HP conforming to customer needs. If I were currently in the market for any of their products, I'd have given up days ago and be checking out their competition.

  Edit

2 Comments:

August 15, 2011 at 5:47 PM  
Comment ID: 6303723537961253411
Written by: Ben Simo

Hey. I blog this, and the first business day later, I can once again download documents from HP.com -- and without filling out forms. Coincidence?

March 9, 2012 at 9:16 AM  
Comment ID: 6956182258693882289
Written by: problem

I am having the same problem please give me the solution.

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