Linked by Terry Shannon on Mon 7th Mar 2005 07:48 UTC
Editorial With HP's high-flying CEO Carly Fiorina departing, the company's woes are well known. But how did a firm with such a storied history and vast assets get headed down the wrong path, and what do they need to do to set their course straight?
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What BR said
by KadyMae on Mon 7th Mar 2005 19:45 UTC

The same as most. Forgot their roots, and valued money to the detriment of all else.

In 1997, I bought a HP scanner for $300. Came with a nice bundled software package and the whole set up worked really well.

In 1998, I got a new W98 computer and the scanner no longer worked. In vain I hunted through HP's site (on a 22.8 modem) and kept getting to the page with an $80 CD which not only had the new driver, but a new sofware suite I didn't need.

I finally called HP and asked where the URL for the new driver was, and they gave me the link where I could buy the CD.

So, you're not offering a download?

No. Just the CD. Those files are so big, it would take forever to download.

Okay, can you mail a CD for the driver to my house?

Certainly. That will be $80.

UH, no, I just want the updated driver, not the sofware suite that I don't need.

Well, the software is better.

I don't need the software, just the driver.

Well, it only comes on this disk with the software.

So, there's no other way I can get the updated driver?

No, you have to buy this disk.

Since that day I have not, nor I will I ever, buy another HP product.

(Eventually my guru and I figured out a sneaky back-door bailing wire and spit work around to get the scanner working. HP did not put the updated driver on their site for another year.)

I have several friends who also will not buy HP products because they've been asked to pay for updated drivers.