As an ex customer ...
For most of the past 25 years I respected HP. I confidently bought their products.
Then one day a technician brought to my attention a design fault in a product we had installed everywhere with (misplaced) confidence. We reported it. When nothing happened we used the old-style HP-like 'tell the boss' feedback route. Meanwhile we found a workaround.
The top level feedback got an automated response - absolutely nothing else. HP had no functioning process for taking on board bad news.
The workaround was bearable but not a long term solution in a business-like environment. We replaced all the product with a competitor's and crossed that division of HP off our list.
