WOM (Word of Mouth) Analysis of HP Photo Smart Printer

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09/02/2010

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19% of customers who bought and reviewed Photosmart Premium Printer strongly recommended them
compared to 8% of PIXMA MX870 customers;
 6% specifi... (More) 19% of customers who bought and reviewed Photosmart Premium Printer strongly recommended them
compared to 8% of PIXMA MX870 customers;
 6% specifically indicated paper jamming problems, “I am now on my second HP PhotoSmart Printer. The first one
was so poor with paper jams [reliability::paper jam] that with the last jam [reliability::jams] , so a wad of about 30
pages was stuck in the printer against the printer heads. This drained most the ink and ruined the cartridges. In addition,
removing the paper caused a little plastic piece to break inside which rendered the printer [printer quality::printers]
unusable”. HP Customer Support so far failed to out battle Canon’s organization (see page 3) “After spending over
10 hours with HP tech support and them eventually giving up [customer support::customer support * gave up]
and telling us to return the printer and a full refund would be given, we returned the printer”.
 HP realizes 67% visit to purchase (V2P) conversion while Canon captures 100% of their buyers. This could be
the result of Canon7% higher reputation Customer Support. (Less)