HP Launches Time-saving Customer Service and Support Upgrades; Enhancements Offer Customers Greater Options for Convenient Service and Support.

Business Editors/High-Tech Writers

PALO ALTO, Calif.--(BUSINESS WIRE)--Nov. 13, 2002

HP (NYSE:HPQ) today announced three new consumer support initiatives designed to improve the overall customer service experience and offer time-saving alternatives for customers seeking support for their HP products. HP now offers fast customer access to speech recognition, Spanish language support and 24x7 support for all of its consumer computing, printing and digital imaging products.

By simply using their own voice, HP customers now have exclusive access to phone-based service and support via an industry-leading speech recognition routing system. Speech recognition technology allows customers to direct their service and support questions more accurately and quickly: Initial results indicate that HP's speech recognition system reduces the time it takes a customer to navigate through a phone menu by 50 percent(1).

In response to customer demand, HP has become the first technology company to offer Spanish-language customer support across all areas of its consumer computing, printing and digital imaging products. Thirty-nine percent of the U.S. Hispanic population owns a PC and that number is continuing to grow, according to research conducted by the Consumer Electronics Association.

Because technology questions don't always occur during normal business hours, HP customers also can now access service call centers at any time of day during the entire week. This 24x7 access allows customers to work with HP to answer their computing and printing questions when it is convenient to them versus when the call center is "open for business."

"HP is committed to delivering the highest-quality service and support for our customers," said Chris Shea, general manager, Consumer Services and Support for the Americas, HP. "Customers want fast, friendly and effective service and support. We are proud to offer these new, industry-leading services that will make the customer experience much more convenient."

HP offers three avenues of service and support to its customers:

-- E-support, available at http://www.hp.com, offers customers online support for general service questions on any HP consumer product;

-- Call support is available at +1 208 323 2551, 24 hours a day, seven days