I’m doing a large server/storage project at the moment. An 3rd party installation engineer made a mistake which cost us several days work. To make things worse, two national distributors screwed up our support contract details which prevented me from opening a support call.
We contacted HP Ireland and they reacted very quickly, concerned that this installation hadn’t gone perfectly. They arranged to open a call on our behalf and accelerate the escalation. It was accelerated so much that an engineer called me to diagnose the problem before that call was even opened. He identified the issue on the phone (a copy/paste mistake by the engineer) and used HP’s answer to WebEx, EasyAssist, etc, to help explain and fix it.
I’m quick to point out problems so I’ll be quick to say "well done" on this one!